2. Who Are We?
InfraTech S.A 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.
3. Our Mission
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
Operational Excellence
4. Objectives
• 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
5. Our Vision
• Over all Management of Services
• Consolidated Service Desk Approach
• Incorporating the Best Practices
8. 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
9. Enterprise Service Management
CDS Phases
Chaotic
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
10. 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.
Reactive
11. 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.
Proactive
12. 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.
Service
13. 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
15. 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 ?
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. Spectra Service Desk
• Proven processes
– Built-in best practices and tailorable workflow
• Complete Lifecycle Management
– Broad application set to support ongoing operations
• Minimizes operational risk
– Solutions ensure highest infrastructure reliability
• Controls costs
– Understand current trends, service levels, staff skills
• Increase productivity
– Quicker resolutions; problem avoidance; self-service
18. Spectra Product over view
What are the Major Decision Factors?
• web base application
• “Out-of-the-Box” Functionality
– Rapid Implementation, Rapid ROI
• Flexible Solution
– Easy to Tailor
– Easy to Maintain
– Easy to Upgrade
• Scalable Solution to Support Growth
– Multiple ‘islands’, Multiple views
• Supported Platforms and Integration
19. Spectra Best Practices : What’s
Happening
Incidents Problems Changes
Service Desk
Incident
Management
Root Cause
Analysis
Change
Management
Initial
Calls
Configuration Management (CFM)
Service Level Management (SLM)
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. Mapping InfraTech Vision to IT
Lifecycle Phases
Chaotic
Reactive
Proactive
Service
Value
Optimizing Productivity
Understanding Productivity
Productivity Structure
Leveraging Productivity
21. Solution Suites that Deliver on the
InfraTech Vision
Structure
Understanding
Productivity
Optimizing
Productivity
Leveraging
Productivity
Proactive
Management
Peak Performance
Foundations
Driving Value
22. 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
Solution Suite Objectives
Proactive
Management
Peak Performance
Foundations
Driving Value
23. Enterprise Service Management
Incident Management
Problem Management
Change Management
configuration Management
Knowledge Management
Service level Management
Contract Management
Scheduled Maintenance
Work Management
End user service
Spectra Reporter
Incident Management
– 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
24. Enterprise Service Management
Incident Management
Problem Management
configuration Management
Knowledge Management
Service level Management
Contract Management
Scheduled Maintenance
Work Management
End user service
Spectra Reporter
Problem Management
Spectra
Problem Managment
– Enables IT staff to ensure stability in IT services, by identifying and
removing errors in the IT infrastructure.
Change Management
– Provides a proactive, automated and integrated approach to
infrastructure change control that minimizes business risks and
promotes strategic planning for Infrastructure Management
Change Management
25. Enterprise Service Management
Incident Management
Problem Management
Change Management
Contract Management
Scheduled Maintenance
Work Management
End user service
Spectra Reporter
Configuration Management
Spectra
Configuration Management
– Provides the service organization with detailed
information on IT resources and their relationships,
enabling faster incident resolution and safer change
management
Knowledge 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
Service İevel Management
26. Enterprise Service Management
Incident Management
Problem Management
Change Management
Service level Management
Configuration Management
Knowledge Management
End user service
Spectra Reporter
Work Management
Spectra
Contract Management
– Tracks and reports vital cost information for service
level agreements, ensuring that the services delivered
are consistent with organizational goals and budget
Maintenance Management
– Enables IT staff to proactively schedule forecasted
services, requests, and changes
Work Management
– 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
27. 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.
Spectra Reporter
– 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.
Spectra Reporter
Customer Self Service
