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  1. 1. InfraTech IT Infrastructure Management Solutions Your IT Infrastructure Management Partner
  2. 2. Who Are We? <ul><li>InfraTech S.A is a Turkish market leader provider of enterprise software to enable leading companies to optimally manage the IT infrastructure. </li></ul><ul><li>The company’s flagship product suite Spectra Service Desk create a </li></ul><ul><li>foundation for asset and service management based on industry best </li></ul><ul><li>practices ,including ITIL </li></ul><ul><li>Spectra Service Desk </li></ul><ul><li>enables organization to reduce costs ,improve ,operational efficiencies, </li></ul><ul><li>support employee productivity, enhance </li></ul><ul><li>business performance and achieve measurable ROI by standardizing on </li></ul><ul><li>common service model based on ITIL best partices </li></ul><ul><li>Spectra is single point of contact between end users and the IT </li></ul><ul><li>department that delivers consistent , measurable service. </li></ul>
  3. 3. Our Mission <ul><li>Providing Solution to Manage the Infrastructure as set of business process for Improved Efficiency ,Quality and Return On Investment </li></ul><ul><li>In this way InfraTech Helps organizations move toward a State of </li></ul><ul><li>Operational Excellence </li></ul>
  4. 4. Objectives <ul><li>Optimize Employee Productivity </li></ul><ul><li>Maximize Infrastructure Availability </li></ul><ul><li>Ensure best use of deployed capital </li></ul><ul><li>Drive to lowest cost for the acquisition, deployment, maintenance, change, and disposition of assets used by employees </li></ul><ul><li>Improve the competitive position of our customers </li></ul><ul><ul><li>The new e-conomy lives on real-time infrastructure </li></ul></ul><ul><ul><li>Our solutions provide the means to create, manage, and control the e-infrastructure of the new e-conomy </li></ul></ul>
  5. 5. Our V isi on <ul><li>Over all Management of Services </li></ul><ul><li>Consolidated Service Desk Approach </li></ul><ul><li>Incorporating the Best Practices </li></ul>
  6. 6. Elements of the Infrastructure
  8. 8. <ul><li>Consolidated Service Desk Approach-What is a Consolidated Service Desk </li></ul><ul><li>Provides a single point of contact (SPOC) </li></ul><ul><li>Automates the support processes, integrates distributed systems, and provides a central point for Infrastructure Management. </li></ul><ul><li>Results in more effective trend analysis, better understanding of the business, and empowerment to expand support coverage. </li></ul><ul><li>Makes it possible to dramatically improve the level of service. </li></ul>Enterprise Service Management
  9. 9. Enterprise Service Management CDS Phases Chaotic <ul><li>Chaotic </li></ul><ul><li>Consolidated help desk is an afterthought. </li></ul><ul><li>Multiple processes and tools making it impossible to understand costs and quality of services. </li></ul><ul><li>The goal is to create a consolidated service desk to gain understanding of: - infrastructure costs and trends - operational risks - future opportunities </li></ul>
  10. 10. Enterprise Service Management CDS Phases Chaotic <ul><li>Reactive = Understand TCO </li></ul><ul><li>Help Desk is up and running. </li></ul><ul><li>Incident management is dominant practice. </li></ul><ul><li>Implementing network and systems management (NSM) products for - opening problem tickets - discovering assets </li></ul><ul><li>Beginning to understand TCO and IT infrastructure trends. </li></ul>Reactive
  11. 11. Enterprise Service Management CDS Phases Reactive Chaotic <ul><li>Proactive = Control TCO </li></ul><ul><li>Change Management is dominant practice - minimize risk - maximize benefits </li></ul><ul><li>Leverage information gathered in Reactive phase to make better business decisions. </li></ul><ul><li>Focus on controlling TCO and increasing customer satisfaction. </li></ul>Proactive
  12. 12. Enterprise Service Management CDS Phases Proactive Reactive Chaotic <ul><li>Service = Align With Business </li></ul><ul><li>Service organization now has the processes, tools and credibility to make service level agreements the dominant practice. </li></ul><ul><li>Service Desk aligns with business units and manages to their requirements. </li></ul><ul><li>Costs are consistent with organizational goals. </li></ul><ul><li>Service costs are tracked. </li></ul>Service
  13. 13. Enterprise Service Management CDS Phases <ul><li>Value = Adding Value </li></ul><ul><li>Employee Relationship Management service makes it possible for the service organization to use resources more strategically. </li></ul><ul><li>Service desk responsible for the whole Infrastructure Management. </li></ul>Service Proactive Reactive Value Chaotic
  14. 14. Incorporating the Best Practices ITIL Information Technology Infrastructure Library
  15. 15. Incorporating the Best Practices <ul><li>Lifecycle Approach to Enterprise Service Management. </li></ul><ul><li>Focus on the customer. </li></ul><ul><li>Keeping IT services in line with changing business requirements. </li></ul><ul><li>Running and maintaining existing systems. </li></ul><ul><li>Developing new systems. </li></ul><ul><li>Common Language for people. </li></ul>What is ITIL ?
  16. 16. 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
  17. 17. Spectra Service Desk <ul><li>Proven processes </li></ul><ul><ul><li>Built-in best practices and tailorable workflow </li></ul></ul><ul><li>Complete Lifecycle Management </li></ul><ul><ul><li>Broad application set to support ongoing operations </li></ul></ul><ul><li>Minimizes operational risk </li></ul><ul><ul><li>Solutions ensure highest infrastructure reliability </li></ul></ul><ul><li>Controls costs </li></ul><ul><ul><li>Understand current trends, service levels, staff skills </li></ul></ul><ul><li>Increase productivity </li></ul><ul><ul><li>Quicker resolutions; problem avoidance; self-service </li></ul></ul>
  18. 18. Spectra Product over view What are the Major Decision Factors? <ul><li>web base application </li></ul><ul><li>“ Out-of-the-Box” Functionality </li></ul><ul><ul><li>Rapid Implementation, Rapid ROI </li></ul></ul><ul><li>Flexible Solution </li></ul><ul><ul><li>Easy to Tailor </li></ul></ul><ul><ul><li>Easy to Maintain </li></ul></ul><ul><ul><li>Easy to Upgrade </li></ul></ul><ul><li>Scalable Solution to Support Growth </li></ul><ul><ul><li>Multiple ‘islands’, Multiple views </li></ul></ul><ul><li>Supported Platforms and Integration </li></ul>
  19. 19. 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 …
  20. 20. Mapping InfraTech Vision to IT Lifecycle Phases Chaotic Reactive Proactive Service Value Optimizing Productivity Understanding Productivity Productivity Structure Leveraging Productivity
  21. 21. Solution Suites that Deliver on the InfraTech Vision Structure Understanding Productivity Optimizing Productivity Leveraging Productivity Proactive Management Peak Performance Foundations Driving Value
  22. 22. 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
  23. 23. 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
  24. 24. 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 <ul><li>Incident Management </li></ul><ul><ul><li>Provides a single, easy to use starting point for all help desk activities, improving analyst efficiency and the accuracy of infrastructure information </li></ul></ul><ul><ul><li>Enables IT staff to provide support to any event that has created a deviation from the (expected) standard operation of a system </li></ul></ul>Incident Management Spectra
  25. 25. 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 <ul><li>Problem Managment </li></ul><ul><ul><li>Enables IT staff to ensure stability in IT services, by identifying and removing errors in the IT infrastructure. </li></ul></ul><ul><li>Change Management </li></ul><ul><ul><li>Provides a proactive, automated and integrated approach to infrastructure change control that minimizes business risks and promotes strategic planning for Infrastructure Management </li></ul></ul>Change Management
  26. 26. Enterprise Service Management Incident Management Problem Management Change Management Contract Management Scheduled Maintenance Work Management End user service Spectra Report er Configuration Management Spectra <ul><li>Configuration Management </li></ul><ul><ul><li>Provides the service organization with detailed information on IT resources and their relationships, enabling faster incident resolution and safer change management </li></ul></ul><ul><li>Knowledge Management </li></ul><ul><ul><li>Empowers the IT staff to maintain and utilize knowledge pertaining to the IT environment </li></ul></ul><ul><li>Service Level Management </li></ul><ul><ul><li>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 </li></ul></ul>Knowledge Management S ervice İevel Management
  27. 27. Enterprise Service Management Incident Management Problem Management Change Management Service level Management Configuration Management Knowledge Management End user service Spectra Reporter Work Management Spectra <ul><li>Contract Management </li></ul><ul><ul><li>Tracks and reports vital cost information for service level agreements, ensuring that the services delivered are consistent with organizational goals and budget </li></ul></ul><ul><li>Maintenance Management </li></ul><ul><ul><li>Enables IT staff to proactively schedule forecasted services, requests, and changes </li></ul></ul><ul><li>Work Management </li></ul><ul><ul><li>Helps managers efficiently deploy technical staff on tasks related to change, request and problem management while maintaining existing commitments and schedules </li></ul></ul>Contract Management Maintenance Management
  28. 28. Enterprise Service Management Incident Management Problem Management Change Management Service level Management Configuration Management Knowledge Management Contract Management Maintenance Management Work Management Spectra <ul><li>Customer Self Service </li></ul><ul><ul><li>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. </li></ul></ul><ul><li>Spectra Reporter </li></ul><ul><ul><li>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. </li></ul></ul>Spectra Reporter Customer Self Service
  29. 29. Spectra Deployment
  30. 30. References
  31. 31. Thanks Q&A and Demonstration