ITIL Service Desk Tools

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Session presented by Ahmed Abd El-Moneim at the ITSMF Egypt (EAITSM) annual conference at Egypt October 2009

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ITIL Service Desk Tools

  1. 1. Prepared by: Ahmed Abd El-Moneim EAITSM
  2. 2. <ul><li>Introduction </li></ul><ul><li>Service Desk </li></ul><ul><li>Incident Lifecycle </li></ul><ul><li>Incident Management </li></ul><ul><li>Service desk tools </li></ul><ul><li>Demonstration </li></ul><ul><li>Links </li></ul>
  3. 4. <ul><li>ITIL is not a standard </li></ul><ul><li>You cannot get your company ITIL-certified </li></ul><ul><li>There are no ITIL-compliant products </li></ul><ul><li>ITIL is for small, medium and large companies </li></ul><ul><li>ITIL is not from a single company or a person </li></ul>
  4. 7. <ul><li>To act as the Single Point of Contact (SPOC) between the User and IT organization </li></ul><ul><li>To handle Incidents, service requests & provide an interface for other activities: </li></ul><ul><ul><ul><li>Problem Management </li></ul></ul></ul><ul><ul><ul><li>Change Management </li></ul></ul></ul><ul><ul><ul><li>Configuration Management </li></ul></ul></ul><ul><ul><ul><li>Release Management </li></ul></ul></ul><ul><ul><ul><li>Service Level Management </li></ul></ul></ul>
  5. 8. <ul><li>Logging all incidents/service requests details, allocating categorization & prioritization </li></ul><ul><li>Providing first-line investigation & diagnosis </li></ul><ul><li>Resolving & closing incidents/service requests </li></ul><ul><li>Escalating incidents/service requests that they cannot resolve within agreed timescales </li></ul><ul><li>Keeping users informed of progress & changes </li></ul>
  6. 9. <ul><li>Service Desk models </li></ul><ul><ul><li>Local </li></ul></ul><ul><ul><li>Central </li></ul></ul><ul><ul><li>Virtual </li></ul></ul><ul><li>Types of Service Desk </li></ul><ul><ul><li>Call Center </li></ul></ul><ul><ul><li>Help Desk </li></ul></ul><ul><ul><li>Service Desk </li></ul></ul>
  7. 14. <ul><li>“ IT Service desk tools and best practices continue to be an area of high interest for IT organizations ” </li></ul><ul><li>Magic Quadrant for the IT Service Desk </li></ul><ul><li>November 2008 </li></ul>
  8. 15. <ul><li>Automation </li></ul><ul><li>Increased range and frequency of Changes </li></ul><ul><li>More sophisticated Customer demands </li></ul><ul><li>A shortage of IT skills </li></ul><ul><li>Integration of multi-vendor environments </li></ul><ul><li>Increasing complexity of IT infrastructures </li></ul><ul><li>The emergence of international standards </li></ul>
  9. 16. <ul><li>Tool specific processes may not meet organization specific requirements </li></ul><ul><li>Management may not understand the need of a new tool </li></ul><ul><li>Buying a tool does not outsource responsibility </li></ul>
  10. 17. <ul><li>Tracking issues & help desk inquiries are nightmares without the right tools (whether organization is small, medium or large) </li></ul><ul><li>One simple interface to allow you to enter, track, resolve and support issues at the click of a mouse. </li></ul><ul><li>Robust, full-featured web based help desk issue tracking program, designed to handle without intensive training or desktop installation </li></ul>
  11. 18. <ul><li>Telephony (ACD, CTI, VoIP) </li></ul><ul><li>Support tools </li></ul><ul><ul><li>Known Error Database </li></ul></ul><ul><ul><li>Diagnostic scripts </li></ul></ul><ul><ul><li>Self-Help web Interface </li></ul></ul><ul><ul><li>Remote control </li></ul></ul>
  12. 19. <ul><li>Extensible data model workflow </li></ul><ul><li>Integration with other systems (not only IT systems) </li></ul><ul><li>Database, Security, support for remote sites </li></ul><ul><li>Reporting features (built in & customized) </li></ul><ul><li>IT Financial Mgmt (Budgeting, Cost) </li></ul>
  13. 20. <ul><li>KEDB & Scripts </li></ul><ul><li>Support Service desk model (local, central, virtual) </li></ul><ul><li>International factors: (multilingual, time zone) </li></ul><ul><li>Users requirements (IT, non-IT, internal, customers) </li></ul><ul><li>Meets 80% of operational requirements </li></ul>
  14. 21. <ul><li>Meets ALL mandatory requirements </li></ul><ul><li>Minimize product customization </li></ul><ul><li>Conformity to ITIL & international standards </li></ul><ul><li>Business driven not technology driven </li></ul><ul><li>Administration and maintenance costs within budget </li></ul><ul><li>Supports required level of process integration (workflow management) </li></ul>
  15. 22. <ul><li>Flexibility to implement, in usage, and data sharing </li></ul><ul><li>Ease of use (User friendly) </li></ul><ul><li>Performance and availability of system, ease of maintenance, etc. </li></ul><ul><li>Back-up, control, and security provisions </li></ul><ul><li>References (reference sites, partners, documents) </li></ul>
  16. 23. <ul><li>Event management tools can detect Incidents before they actually affect the users & respond to Incidents using scripts or automated procedures. </li></ul><ul><li>Links to automated Incident alerting and logging tools </li></ul><ul><li>Automatic escalation features </li></ul>
  17. 24. <ul><li>Ability to route Incidents to support staff (including 3rd party) </li></ul><ul><li>Automatic interrogation of CMDB to populate Incident data </li></ul><ul><li>Ability to handle classification/prioritization </li></ul><ul><li>Other diagnostic tools and links </li></ul>
  18. 29. Vendor Website HP https://h10078.www1.hp.com/cda/hpms/display/main/hpms_content.jsp?zn=bto&cp=1-11-85%5E12473_4000_100__ BMC www.bmc.com CA www.ca.com/us/service-desk.aspx Front Range www.frontrange.com/itsm.aspx EMC www.infra.co.uk Axios www.axiossystems.com Service-Now www.service-now.com IBM www-01.ibm.com/software/tivoli/products/service-request-mgr Epicor www.epicor.com/Products/Pages/ITSM.aspx Numara Software www.numarasoftware.com/FootPrints ZohoCorp www.servicedeskplus.com
  19. 31. Thank You

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