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ITInfo -- IT Inventory & Asset Management System with Helpdesk
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  • 1. IT Inventory & Assets Management System with Helpdesk Abhay Kulkarni
  • 2. Abhay Kulkarni Worked in YASHADA as Senior System Analyst for 4 and half years Overall experience of 12 years in IT Extensively worked in Open Source Software Evaluation of Applications and Technologies,  Installation, Customization, Programming  Implementation, Administration  Training  Maintainence and Support
  • 3. Agenda The IT Scenario Some issues A few questions About the Application Applicability Demonstration
  • 4. The IT Scenario Organizations grows and as well its Information Technology (IT) Infrastructure IT is a continuous process :  Procurement of new hardware – New Budgets  Maintainence & Support of existing one  Scrapping of the obsolete Supplemented by acquisitions & mergers Various operational issues arise
  • 5. Some issues IT, by its nature is volatile Service Engineers may join and leave AMC or Facility Management agencies may change after a year or two The computer users may change When people leave they take away all the tacit knowledge with them The organization, as owner of IT assets, remains helpless and clueless, if loosely managed And so also the newcomers to head start their job
  • 6. Contd... All the Administrative information about the assets must be available All the Technical details of the assets must be recorded and updated over and again All the Management related information about the assets should be maintained To keep all the Commercial & Financial information is equally necessary So also the history of all the above
  • 7. A few Questions... Which computers still run with 256 MB RAM and / or still have CRT Monitors ? How many computers run with illegal / pirated / unofficial software and where are they located ? To whom they are issued ? How many software licenses do we have ? For which software ? For which versions ?? How many and where are the assets bought with last years budget ? What is the ink level of our network printers ?
  • 8. Contd ... How many requests per day were processed by the support team ? What is the exact status of the incidents / requests raised by the users ? I want figures.. Are users raising the same issues again & again ? Are there any hardware faults or end user faults ? Are users / managers satisfied with the service ? Is a particular printer consuming more pages ? Some actions must be approved by IT Manager only
  • 9. The ITInfo Application Information Resource Manager The principal functionality  Inventory  Helpdesk  Management  Reservations  Knowledge base  Reports
  • 10. Inventory The inventory process is automatic and repeatable after a predefined time interval A client is installed on every computer which does all this and communicates with the server Further, the records can be modified to a great extent for better fine grained searches The client can not be installed on some assets like network printers and switches. In this scenario, the server polls the inventory using SNMP Duplicate computers are found automatically
  • 11. Inventory Inventory of the computers fleet with management of the devices, their connections and TCO management. Inventory of the monitors with management of the connections to the computers with their serial numbers, screen resolution, type, model & manufacturer etc Inventory of the network hardware fleet with management, switches, of the connections to the devices (IP, Mac addresses, VLANs...) Inventory of printers fleet with management of connections to the computers and management of cartridges and consumable associated and consumption and the thresholds of alarm on ink level
  • 12. Contd... Inventory of the external Miscelleneous devices (scanners, LCD Projectors, UPS) with management of the connections to the computers Inventory of the software fleet with the management of installations and licenses and expiration dates management Assignment of the hardware by geographic area (floor, location...) in parent child notation Assignment of IT assets to users, groups, departments Management of the status of the hardware (working, for repair, scrap..) History of all actions pertaining to that asset Record of all volumes and the free space for each computer
  • 13. The Central Console
  • 14. Computer Inventory
  • 15. Components
  • 16. Connections
  • 17. Management All the Commercial & Financial information pertaining to  The asset itself  Contracts  Suppliers  Contacts  Documents Many to Many relationship
  • 18. The Asset The Supplier, Third Party, The Budget Purchase Order No, PO date, Delivery date, Startup date Invoice No, Delivery Challan no, Value Amortization duration, type, coefficient Net Asset value (TCO value + tracking cost) Warrantee start date, end date Associated contract(s)
  • 19. Financial Information
  • 20. Contracts Basic information like name, type, start date, period Purchase Order No, cost Maximum number of assets the contract can cover Notification alarms on end or notice for contract The contract provider The assets covered under the contract
  • 21. Contracts
  • 22. Suppliers All the necessary credentials & demographic information Associated contact persons The associated contracts by this supplier The assets this supplier has provided Any tickets / issues raised about this supplier
  • 23. Suppliers
  • 24. Contacts All the necessary credentials & demographic information Contact information of all the entities like Vendors, Suppliers, Contractors, third parties, dealers and distributors etc Facility of Vcard export of the contact
  • 25. Documents Integrated with rest of the modules like  Assets : scanned copies of PO, Invoice etc..  Contracts : scanned copies of contract document, PO etc  Supplier : brochures, product lists with rates etc..  Contacts : CV of service providers engineers etc..  Computer product manual, fact sheets etc..  Software user manual, HOWTOs etc..  Restrict the type of documents (doc files not allowed)  Screen shots uploaded while registering a ticket is also a document for that ticket / asset
  • 26. Helpdesk Management of the tracking requests for all the types of material of the inventory (computer, software, printer, even mouse and keyboard) User Can post any intervention in the form of incident / request Many tool-tips are available so as to access the information fast and conveniently Cost can be recorded in the life-cycle of a ticket Tasks for ticket can be created and published in the calendar which can be exported in iCal format History of a ticket in a threaded manner.
  • 27. Tickets Central
  • 28. End User End user front end interface for posting incidents / requests Email notification of tracking & follow ups of the incident Knows the exact status of his ticket at that time Can add comments at the request of intervention using web interface A user can attach the screen shot of the message he gets, as a problem if cant describe properly Can book / reserve an IT asset marked for reservation for a finite time period Can change his credentials and basic settings pertaining to helpdesk.
  • 29. Create a Ticket
  • 30. Technicians Display of the tickets / requests in a central console Incidents / Requests / Demands priority management Tracking of incidents / request / demands with email notifications Opening / Closing / Re-opening of tickets Can add one or several follow ups for that particular incident and may close the ticket Can send ticket for validation / approval to senior authority Can link this ticket to any other ticket Can plan the to-dos
  • 31. Call Co-ordinator Superuser for the Helpdesk System Has many administrative powers (Assignment of tickets, approval of request, assigning tickets to multiple technicians, supervisors etc..) Can directly mark the history of followups to knowledge base as a solution which is available for rest of the users Can edit the tickets properties appropriately (change request source, priority, category, urgency, impact etc..) Management of planning of a major intervention with iCal export
  • 32. A Ticket
  • 33. Helpdesk Statistics Global graphical bar chart report by status of the tickets, average time etc.. Cross tab reports by ticket with various search criteria, as,  By requester, Technician, Group, Characteristics etc.. Cross tab reports by asset with various search criteria, as,  By hardware, its type, model, location etc..  By components like processor, hard disk, memory etc.. All the reports can be generated in any time frame (By selecting Start date – End date) with bar / pie chart and exported in pdf / spreadsheet format
  • 34. Report
  • 35. Report
  • 36. Planning
  • 37. Reservations Management of the assets marked for reservation (eg. A laptop, LCD Projector, pen drive, external hard disk etc..) Has intuitive User Interface (Calendar) for the reservation History of all reservations of a asset per user in a specified time period
  • 38. Reservation
  • 39. Knowledge base Management of a basic system of Knowledge Hierarchical Management of a Public FAQ (Technical / Operational issues) WYSIWYG type of Rich Text format Web based Editor When a ticket is solved / closed, its answer / follow up can be posted as a Solution, available to all the users Facility to upload content items (pdf, audio, video etc..) Various links can be given to YouTube videos, other training material, HOWTOs, other public FAQs etc...
  • 40. Reports
  • 41. General Features Entities management (multi node) Users management – Authentication & Authorization based system – Many options to manage profiles Multiple Authentication Systems (local, LDAP, Active Directory, POP / IMAP, CAS, etc...) Cache & Pagination system Email notification to concerned users on various events like – Expiry of contracts, licenses, cartridges, consumable stocks etc.. – Commercial & administrative information – Tickets life cycle at various stages
  • 42. Search System Powerful, Complex & Enriched Search module – Can have search on many a criteria – Nested queries to get in-depth reports – Searches can be bookmarked or saved – Display fields can be configured at ease – Export the reports in pdf, csv or spreadsheet formats
  • 43. IT Inventory & Assets Management System with Helpdesk IT Management is Costly Not to Manage IT is Costlier
  • 44. Thank You