SMART SERVICE DESK, ITSM, (ITIL BEST PRACTICES)

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The SMART SERVICE DESK consists of a range of modules, aimed at addressing the issues facing IT service management. The modules provide codes of best practice in IT service management.

Using SMART SERVICE DESK, any organization is able - to facilitate the quality management of IT services - to improve efficiency - increase effectiveness and - reduce risks.

SMART ITIL processes are intended to be implemented so that they underpin, but do not dictate, the business processes of an organisation. IT service providers strive to improve the quality of service, but at the same time they try to reduce or maintain costs at the current level.

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  • To be the innovative business software solutions and best practice services for medium to large scale organizations in Cost Effective manner. Provide reliable high quality software solutions and support services by adapting international standards and best practices, for cloud and on-premise installations.
  • SMART SERVICE DESK, ITSM, (ITIL BEST PRACTICES)

    1. 1. Title: Information Technology Service ManagementSpeakers: Mohammed Farooq & Syed AkberCompanies: Partners & Customers
    2. 2. Who is IIT?• Started in 1996 with headquartered in Phoenix, Arizona• Located in United States, India and partner offices in UK, Saudi Arabia, Oman, UAE & Qatar• Leading in SMART Software Solutions on ITIL Best Practice & ISO 20000 Standards like Service management (ITSM) Solutions, Service Desk, CRM, EAM and support software for medium to large enterprises.• IIT also does SharePoint, .NET customized projects and Mobile Apps custom development.2
    3. 3. Today’s Technical Perspectives How can I have a flexible How fast can I deploy new process flow and user products & services? interface for my users? How can I get a consolidated How can I provide a view of my business common platform for IT processes? services? How can I How can I enhance outsource work to straight-through agencies & track? processing (STP)? How do I provide a flexible How can I integrate with multiple system to my business legacy systems? users?3
    4. 4. Today’s Objective• To provide a basic understanding (theory and concepts) of ITIL’s Service Management Framework Ever-Increasing Complexity 4
    5. 5. Approaches Currently In Use • Business As Usual - “Firefighting” • Legislation - “Forced” • Best Practice Focused5
    6. 6. Information Technology What Is ITIL? Infrastructure Library – ITIL is a five book series that guides business users through the planning, delivery and management of quality IT services What Is SMART Suite All About?• Aligning IT services with business requirements• A set of best practices, not a methodology• Providing guidance, not a step-by-step, how-to manual; the implementation of ITIL processes will vary from organization to organization• Providing optimal service provision at a justifiable cost• A non-proprietary, vendor-neutral, technology-agnostic set of best practices. 6
    7. 7. ITIL® V3 Core Books Strategy Generation Event, Request, Incident, Strategy Implementation Problem, Technology, Value Networks Operations, Access, Service Portfolio Mgmt, Monitoring & Control Financial Management, ROI Policy, Planning & Imp Five Aspects of Service Design Measurement, Trends, Availability, Capacity, Continuity, Reporting & Analysis, Service Level Mgmt, Supplier Review, Assessment, SIP Mgmt. Outsourcing Design Change, Build and Test, Release The Big Picture, & Deployment, Service Model Maps, Service Asset and Configuration, Practice Basics, Knowledge Mgmt Getting Started7
    8. 8. SMART Suite – The Service Lifecycle • Business and IT integration • Measuring IT in business value outcomes • Global sourcing • Changing architectures - SOA, service virtualisation • Convergence of strategy, governance and management • Compliance and control • Complexity of services and systems • Balancing stability v. responsiveness • Predictive as well as proactive8
    9. 9. How to Make ITIL a Reality? Key Success Factors Theory – ITIL Process Guidelines for Best Practices  Convert theory to process that is Provides the theory but not the applicable to the unique needs of process the organization Education is an important  Training & Education component  Tool configuration Technology – SMART SUITE & Others  Provide the technology that enables and automates the process  Repeatability, compliance and notifications  Implement processes impossible without technology9
    10. 10. SMART Suite Making IT Easier 4-Business-Driven Ability to 3-Responsive share your IT resources throughout 2-Efficient the supply Ability to chain and manage dynamically service levels 1-Active Ability to reallocate and provide automate resources the services responses, based upon that are streamline changing Ability to important to processes, business respond to the business consolidate needs problems resources and faults ROI ROI ROI NO Quantitative New Asset? Metrics YES Computer Incident Re-Test Security To NO IDS Agent Based Vulnerability Response Team Integrated Security Discover Assets Notification to User Incident Security Scanning Initiated Identified? Investigation In Event Priortization Population Resolution Incident Progress NO New Asset? NO YES New Asset? Acceptable Use Violation Ensure Backup of New Network Scan Denial Of Service YES Information Theft Critical Assets Incidents Penetration Test YES Probe Update Social Engineering Level 4 CMDB Re-Test Unauthorized Use Agent Based Discover Assets Notification to User Re-Test Resource Modification Scanning Initiated Agent Based Population Discover Assets Notification to User Scanning Initiated Population Define Policy In Detect Network Scanner Vulnerabilities Software YES Document Post Delivery Scan Results Ensure Backup of New Critical Assets Incidents Ensure Backup of New Network Scan NO Critical Assets Incidents Penetration Test Define Standard Assess Business Patches sent to Builds Impact Manual Process YES YES Vulnerability Patch To Remove Patch Tested? Management Generate Report Available? Vulnerabiliteis Group Define Policy In Detect Network Scanner Vulnerabilities NO NO Define Policy In Detect Network Network Scanner Vulnerabilities Scan Group Assign Priority Software YES Document Post Request (scheduled) Document Delivery Scan Results for YES problems with Change Fixed? Audit Asset incident ticket NO Define Standard Assess Business Patches sent to Builds Impact Manual Process Attack & NO YES YES Vulnerability Define Standard Assess Business Patches sent to YES Patch To Remove Manual Process Penetration Patch Needed? Patch Tested? Management Builds Impact YES YES Vulnerability Available? Vulnerabiliteis To Remove Performed YES Initiate Change Systems Group Patch Management NO Document Patch Tested? Vulnerabiliteis Generate Report Config.Change YES Order and configuration Verification - Available? Group Restore Image problems with Needed? complete Business changed and Rescan incident ticket Impact Analysis rebooted NO NO Network Manual Process NO NO NO Scan Group Assign Priority Network To Remove Request Vulnerabiliteis (scheduled) Document Scan Group Assign Priority for YES Request problems with (scheduled) Document Change Fixed? for YES incident ticket problems with Change Fixed? incident ticket Audit Asset Level 1 Level 2 Level 3 Attack & YES NO Penetration Patch Needed? Attack & NO YES Performed YES Initiate Change Systems Penetration Patch Needed? NO Config.Change YES Order and configuration Verification - Performed Restore Image YES Initiate Change Systems Needed? complete Business changed and Rescan NO YES Document Config.Change Order and configuration Verification - Impact Analysis rebooted Restore Image problems with Needed? complete Business changed and Rescan incident ticket Manual Process Impact Analysis rebooted To Remove NO Manual Process Vulnerabiliteis To Remove NO Vulnerabiliteis Level 1 Level 2 Level 1 Level 2 Level 3Customer maturity isolates appropriate transition point, blueprint & ROI
    11. 11. Integrated view of SMART IT Service Management Solution11
    12. 12. SMART Service DeskPersonalized Welcome ScreenAll Information of useris presented in one screen 12
    13. 13. SMART Service DeskPersonalized Welcome ScreenAll Information of useris presented in one screenCall logging using templates 13
    14. 14. SMART Service DeskPersonalized Welcome ScreenAll Information of useris presented in one screenCall logging using templatesKnowledge base access 14
    15. 15. SMART Service DeskAutomated Workflow 15
    16. 16. SMART Service DeskAutomated WorkflowEscalations 16
    17. 17. SMART Service DeskAutomated WorkflowEscalationsApprovals Process 17
    18. 18. SMART Service DeskAutomated WorkflowEscalationsApprovals ProcessFeedback Surveys 18
    19. 19. SMART Service DeskAutomated WorkflowEscalationsApprovals ProcessFeedback SurveysAdvanced Search Capabilities 19
    20. 20. SMART Information Delivery ArchitectureFlexi Fields20
    21. 21. SMART Information Delivery Architecture Flexi FieldsDashboard Views21
    22. 22. SMART Information Delivery ArchitectureFlexi FieldsDashboard ViewsBuilt-in Reporting 22
    23. 23. Integration with 3rd Party Tools SCOM  Exchange SCCM  Active Directory23
    24. 24. Integration with 3rd Party ToolsSystem Center Operations ManagerSystem Center Configuration ManagerMicrosoft Exchange Server24
    25. 25. Integration with 3rd Party ToolsSystem Center Operations ManagerSystem Center Configuration ManagerMicrosoft Exchange ServerSMS Gateway Integration25
    26. 26. Smart service desk is available in all smart phones26
    27. 27. 27
    28. 28. 28
    29. 29. QA & Demo29
    30. 30. List Of Some Esteem Customers30
    31. 31. ITIL and ISO/IEC 2000 Enabled Visit us at www.iitsw.com www.smartservicedesk.com

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