Case Study Success Story Abhijeet Group Implements SMART Suite IT Service Management SolutionOverview About Abhijeet GroupCountry: India Abhijeet Group is a well-diversified business entity with significantIndustry: Power, Mining, Ferro Alloys, presence in the core sector areas of Power, Mining, Ferroalloys,Steel and Cement. Steel, Cement and Roads. Abhijeet Group is a thoroughEmployees: 500+ professionally managed organization and takes immense pride in its highly committed, dedicated and dynamic workforce who is all set toERP in Use: SAP chart out new avenues by converting their Dreams into Reality. The company has its Head office in Nagpur and branches in Durgapur,Challenges & Goals: Ranchi, and Vishakhapatnam, Mumbai, New Delhi & Bangalore, To automate IT Services Kolkata, Chandwa & Bhilai. management. Solution Deployed at Abhijeet: To provide setup a single centralized, SAP ERP and IT SMART SUITE ITIL based IT Service Management Solution was Infrastructure Service Desk deployed to enable the company to effectively and efficiently Support diverse geographical Manage, Monitor & Control IT Services and Increase, user locations satisfaction for all IT end user customers based all over India. The implementation has been done at Head office on a Single Web To implement Service Level Server and the application is accessed by all IT users, spread all Agreement with Business Units. over India. To log incidents or service request in SMART Suite, users use either corporate network connectivity or Internet Based Develop a centralized Knowledge Web Access. Base for all IT users and IT Support Staff, with different access levels. All processes for tickets assignment to support staff or approvals from Managers are now fully automated with out of the box workflow, Provide comprehensive real-time which has online Approvals and Escalations to Head Office, in case Reports and Dash board, about IT of breach of Service Level Targets. Service Support and Service Delivery to Management. SMART Suite Templates were created for all SAP Modules, which facilitated Incident Creation process for all SAP Users. SMART Suites Knowledge Base is used to develop Knowledge repository for all SAP and IT Related Procedures and User Guides.
SMART Suite Module: “We are happy for our selection of SMART Suite ITIL Service Desk, after Incident Management looking at several options, including Problem Management SAP IT Service Management Solution. Service Request Fulfilment Most were significantly more Customer Surveys expensive and not as user friendly and Knowledge Management Change Management feature rich as SMART Suite ITSM”. Mr. Vijay Singh CIO. Configuration Management - CMDB Service Catalogue Parts & Inventory Management “With Smart suite we have higher Service Level Management visibility of the service desk function which allows us to communicate betterBenefits with SMART Suite with end-users, prioritise calls more efficiently and assign the right Easy to use Workflow without Programming priorities faster. Our Head office can Accelerated 15 Days of Implementation now track the status of each individual Easy and SMART User Interface call. We recognised its ease of use, Easy, No-Cost Upgrades flexibility and manageability, our goal SAP ERP Mapping - Integrations & Readiness of continual service improvement can Lower Cost of Infrastructure Simple, Affordable & Scalable be easily achieved, with SMART Suite.” Mr. Vijay Singh CIO.About Internet Information Technologies Ltd. “Smart Suite ITSM has enabled us toInternet Information & Technologies (IIT) is the leader in Help Desk, provide a better IT support Service toIT Service Management & Customer Service Software having its our staff. Prior to its implementation,flagship product SMART Suite, which is a professional Helpdesk, we had been providing support &Business Service Management (BSM), CRM and Service Requesttracking system, which is applicable to a wide range of different maintaining records in Excel whichservice organizations and applications, and can be adapted very was impossible to track call log &quickly, easily and economically to suit the customers systems and resolution reports. It has also givenbusiness processes. With SMART Suite you adopt out-of-the-box us the ability to provide better reportsITIL v2 & v3 best practices and implement them in just few days, not to our management team”years. Get a head start in process definition, which will Fast-track Mr. Ninad Dangur IT Assistant GM.your ITIL initiatives and Eliminate false incident alarms and servicedisruptions, which will enhance customer satisfaction.Website: www.iitsw.comFor more information about Abhijeet Group pleasevisit www.abhijeet.in