InfraTech IT Infrastructure Management Solutions Your IT Infrastructure Management Partner
Who Are We?
InfraTech A.S is a Turkish market leader provider of enterprise software to enable leading companies to optimally manage the IT infrastructure.
The company’s flagship product suite Spectra Service Desk create a
foundation for asset and service management based on industry best
practices ,including ITIL
Spectra Service Desk
enables organization to reduce costs ,improve ,operational efficiencies,
support employee productivity, enhance
business performance and achieve measurable ROI by standardizing on
common service model based on ITIL best partices
Spectra is single point of contact between end users and the IT
department that delivers consistent , measurable service.
Providing Solution to Manage the Infrastructure as set of business process for Improved Efficiency ,Quality and Return On Investment
In this way InfraTech Helps organizations move toward a State of
Optimize Employee Productivity
Maximize Infrastructure Availability
Ensure best use of deployed capital
Drive to lowest cost for the acquisition, deployment, maintenance, change, and disposition of assets used by employees
Improve the competitive position of our customers
The new e-conomy lives on real-time infrastructure
Our solutions provide the means to create, manage, and control the e-infrastructure of the new e-conomy
Our V isi on
Over all Management of Services
Consolidated Service Desk Approach
Incorporating the Best Practices
Elements of the Infrastructure
Evolution HELP DESK PROBLEM RESOLUTION INVENTORY CONFIGURATION MANAGEMENT PROBLEM MANAGEMENT SERVICE LEVEL AGREEMENT REQUEST MANAGEMENT CHANGE MANAGEMENT WORK MANAGEMENT KNOWLEDGE MANAGEMENT Incident MANAGEMENT SERVICE MANAGEMENT INFRASTRUCTURE MANAGEMENT PROCURE LEASE ACQUIRE TCO MANAGE CONTRACTS DISPOSAL / RE-USE
Consolidated Service Desk Approach-What is a Consolidated Service Desk
Provides a single point of contact (SPOC)
Automates the support processes, integrates distributed systems, and provides a central point for Infrastructure Management.
Results in more effective trend analysis, better understanding of the business, and empowerment to expand support coverage.
Makes it possible to dramatically improve the level of service.
Enterprise Service Management
Enterprise Service Management CDS Phases Chaotic
Consolidated help desk is an afterthought.
Multiple processes and tools making it impossible to understand costs and quality of services.
The goal is to create a consolidated service desk to gain understanding of: - infrastructure costs and trends - operational risks - future opportunities
Enterprise Service Management CDS Phases Chaotic
Reactive = Understand TCO
Help Desk is up and running.
Incident management is dominant practice.
Implementing network and systems management (NSM) products for - opening problem tickets - discovering assets
Beginning to understand TCO and IT infrastructure trends.
Enterprise Service Management CDS Phases Reactive Chaotic
Proactive = Control TCO
Change Management is dominant practice - minimize risk - maximize benefits
Leverage information gathered in Reactive phase to make better business decisions.
Focus on controlling TCO and increasing customer satisfaction.
Enterprise Service Management CDS Phases Proactive Reactive Chaotic
Service = Align With Business
Service organization now has the processes, tools and credibility to make service level agreements the dominant practice.
Service Desk aligns with business units and manages to their requirements.
Costs are consistent with organizational goals.
Service costs are tracked.
Enterprise Service Management CDS Phases
Value = Adding Value
Employee Relationship Management service makes it possible for the service organization to use resources more strategically.
Service desk responsible for the whole Infrastructure Management.
Service Proactive Reactive Value Chaotic
Incorporating the Best Practices ITIL Information Technology Infrastructure Library
Incorporating the Best Practices
Lifecycle Approach to Enterprise Service Management.
Focus on the customer.
Keeping IT services in line with changing business requirements.
Running and maintaining existing systems.
Developing new systems.
Common Language for people.
What is ITIL ?
What is Spectra Service Desk Spectra Service Desk is an integrated Service Management solution that drives productivity upward and sustains competitive advantage by leveraging assets, minimizing operational risk, lowering the costs of doing business, and increasing employee productivity
Spectra Service Desk
Built-in best practices and tailorable workflow
Complete Lifecycle Management
Broad application set to support ongoing operations
Understand current trends, service levels, staff skills
Quicker resolutions; problem avoidance; self-service
Spectra Product over view What are the Major Decision Factors?
web base application
“ Out-of-the-Box” Functionality
Rapid Implementation, Rapid ROI
Easy to Tailor
Easy to Maintain
Easy to Upgrade
Scalable Solution to Support Growth
Multiple ‘islands’, Multiple views
Supported Platforms and Integration
Spectra Best Practices : What’s Happening Incidents Problems Changes Service Desk Incident Management Root Cause Analysis Change Management Initial Calls Configuration Management (C F M) Service Level Management (SL M ) Record call detail Analyze call Provide solution - or- Open Incident Incident Control / Service restoration Event notification SLA verification Known Errors Known Error correlation Identify structural solutions Generate RFC Link to Incident and Change Lowers operational risk Manage changes in repeatable and automated process Change status Closure codes Categorization …
Mapping InfraTech Vision to IT Lifecycle Phases Chaotic Reactive Proactive Service Value Optimizing Productivity Understanding Productivity Productivity Structure Leveraging Productivity
Solution Suites that Deliver on the InfraTech Vision Structure Understanding Productivity Optimizing Productivity Leveraging Productivity Proactive Management Peak Performance Foundations Driving Value
Solution Suite Objectives Incident Management Fundamentals Allows service desk technicians to log, track, & resolve calls & incidents Knowledge search capability Escalation / notification Proactive Problem Management Identifies Known Errors Advanced correlation and error detection capability Integrated change management processes Increases infrastructure reliability Optimizes performance of controlled service management operations Organized and preventive maintenance strategy Task planning and scheduling, workload balancing and services prioritization Value-added IT operations leverage under-control infrastructure environment Drives improved cost controls, service capability, and employee productivity to new levels Difficult to reach this level – and measure results – in a reactive environment Proactive Management Peak Performance Foundations Driving Value
Spectra Growth Plan Configuration Management Spectra Reporter Automated Inventory Incident Management Change Management Problem Management Knowledage Management Work Management Scheduled Maintenance Contract Management Service Level Agreement Management Proactive Management Peak Performance Foundations Driving Value
Enterprise Service Management Incident Management Problem Management Change Management configuration Management Knowledge Management S ervice level Management Contract Management Scheduled Maintenance Work Management End user service Spectra Report er
Provides a single, easy to use starting point for all help desk activities, improving analyst efficiency and the accuracy of infrastructure information
Enables IT staff to provide support to any event that has created a deviation from the (expected) standard operation of a system
Incident Management Spectra
Enterprise Service Management Incident Management Problem Management configuration Management Knowledge Management S ervice level Management Contract Management Scheduled Maintenance Work Management End user service Spectra Report er Problem Management Spectra
Enables IT staff to ensure stability in IT services, by identifying and removing errors in the IT infrastructure.
Provides a proactive, automated and integrated approach to infrastructure change control that minimizes business risks and promotes strategic planning for Infrastructure Management
Enterprise Service Management Incident Management Problem Management Change Management Contract Management Scheduled Maintenance Work Management End user service Spectra Report er Configuration Management Spectra
Provides the service organization with detailed information on IT resources and their relationships, enabling faster incident resolution and safer change management
Empowers the IT staff to maintain and utilize knowledge pertaining to the IT environment
Service Level Management
Enables IT organizations to align with the business units they support by providing the framework for establishing and monitoring service requirements by automating the tracking of critical metrics
Knowledge Management S ervice İevel Management
Enterprise Service Management Incident Management Problem Management Change Management Service level Management Configuration Management Knowledge Management End user service Spectra Reporter Work Management Spectra
Tracks and reports vital cost information for service level agreements, ensuring that the services delivered are consistent with organizational goals and budget
Enables IT staff to proactively schedule forecasted services, requests, and changes
Helps managers efficiently deploy technical staff on tasks related to change, request and problem management while maintaining existing commitments and schedules
Contract Management Maintenance Management
Enterprise Service Management Incident Management Problem Management Change Management Service level Management Configuration Management Knowledge Management Contract Management Maintenance Management Work Management Spectra
Customer Self Service
Is the leading employee self service solution that provides all employees an intuitive, single point of entry for quickly initiating and tracking all service requests.
is an easy to use web base reporting solution that provides the reports IT managers and other users need to reliably support their business and infrastructure objectives.