Ca Service Desk Demo Scenarios
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The document describes 3 scenarios demonstrating the capabilities of CA Unicenter Service Desk. Scenario 1 shows the simplified client interface for self-service incident logging and status checking. Scenario 2 demonstrates how analysts can quickly resolve incidents using profile information and incident management tools. Scenario 3 shows how managers can monitor key metrics in real-time using the service desk dashboard to track SLA compliance and support environment performance.
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BPO/KPO s have maintained their own Heldesk if there is ny Technical DIfficulty.
The Project will guide you to how an Techincal officer works.
Improving Service Centre Performance
versaSRS HelpDesk is a flexible Help Desk and Customer Support solution that will enable your business to quickly and effectively support, manage and improve the quality of your interactions with your employees, end users and customers.
Improve Service Levels & Customer Satisfaction by utilizing a system which enables organisations to fully manage customers - to increase productivity, reduce service desk workload and subsequently reduce operational costs.
RIMS: Remote Infrastructure Management Services
Remote infrastructure management (RIM) refers to remotely managing IT infrastructure such as workstations, servers, network devices, and storage devices. It aims to reduce costs, increase efficiency, provide preventative maintenance, lower risks, and ensure business continuity. RIM services include monitoring, help desk support, server management, and application support provided through a centralized global command center to reduce downtime and improve user satisfaction.
Incident Consequence Analysis
This minor incident report describes an email outage in Pofadder that affected messaging for 12 minutes and caused degraded service for 238 minutes. The mail server was recycled to resolve the issue, which was caused by a bug. The incident affected fewer users and had a lower risk level than typical.
Ca service-desk-presentation
This document provides an overview of CA's Unicenter Service Desk solution. It discusses how the Service Desk can help centralize logging and tracking of support calls while providing online reporting and performance metrics through the Unicenter Service Desk Dashboard. Key features of the Service Desk include incident, problem and change management capabilities in line with ITIL best practices as well as a totally web-based interface. The Service Desk integrates with other CA products to provide a unified view of IT assets, changes, and services.
Managing IT Infrastructure And Applications Proactively For Performance And U...
The document discusses managing IT infrastructure proactively using ITIL best practices. It outlines the current pain points of reactive, disconnected management across technology and business teams. The solution presented is BMC software that provides a consolidated monitoring view, event correlation and prioritization based on business service impact to move to a proactive, service-aware approach. This aligns IT components to business services and improves incident response, problem management and service level agreements.
Help Desk Presentation 09202009
This success story is an accomplishment of team effort with our IT Management , the development group
Reqs analysis
The document discusses requirements engineering and analysis. It defines requirements elicitation, analysis, and specification. The goal of requirements analysis is to study user needs to define software requirements. A requirements specification precisely describes required functions, performance, constraints, and quality attributes. It also discusses types of requirements, the difference between requirements and design, and quality attributes.
Aug2008 Eds Presentation
EDS received an award for excellence in customer support. It operates 8 global service desk locations supporting over 200,000 users in 42 countries. Key aspects of its global service model include a single point of contact, ITIL compliance, cultural sensitivity, and common global components with personalized front ends for each region. Metrics such as speed to answer, abandon rate, and first contact resolution are used to measure performance.
Labtech 0013-service desk-best_practices
A service desk acts as a single point of contact for all IT-related questions and monitors each layer of client service from beginning to end. It optimizes IT service delivery by remotely monitoring networks and systems, managing incidents, performing security tasks like vulnerability scans, and ensuring seamless transitions when replacing technologies. This improves client satisfaction by keeping networks running smoothly and minimizing disruptions. While a help desk focuses on immediate user issues, a service desk has a broader focus on processes and the client experience overall. For best results, an IT provider should implement both to gain the benefits of each.
Issue Tracking System - My B.E. Project
This document provides information about students and guides for a project on an issue tracking system for an annual maintenance contract system. It includes the names of 4 students working on the project and their guides. It also includes an outline of the contents of the project, which covers introduction, features, objectives, modeling diagrams, architecture, flow, GUI, requirements and conclusions.
3 steps to hosted success
Hosted UC and Cloud UC Are Here to Stay
In order for partners to successfully implement this technology, you need to take steps to ensure success.
Doug Tolley will walk through the methodology and explain how this managed service revenue will help your bottom line.
Accel Frontline Remote Infrastructure Capabilities
Remote Infrastructure Management Services (RIMS) allows Accel Frontline to remotely monitor, manage, and maintain a customer's IT infrastructure on a 24/7 basis. Key services include server management, infrastructure application management, storage management, network management, desktop management, and a service desk for user support. Accel provides monitoring tools, regular reporting, and service level agreements to ensure issues are addressed in a timely manner based on severity level.
Afl rim capabilities
Remote Infrastructure Management Services (RIMS) allows Accel Frontline to remotely monitor, manage, and maintain a customer's IT infrastructure on a 24/7 basis. Key services include server management, infrastructure application management, storage management, network management, desktop management, and a service desk for user support. Accel provides monitoring tools, regular reporting, and service level agreements to ensure issues are addressed in a timely manner based on severity level.
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The document discusses Service Manager 2010's data warehouse and reporting capabilities. It provides an overview of how the data warehouse platform allows for consolidated reporting and analysis of data from Service Manager. It also describes how custom reports can be easily created in Service Manager using the Microsoft business intelligence stack. The document demonstrates creating a custom report in Service Manager.
Technical support
This is about Technical Support life cycle to be followed in IT service management. This also applicable to application support process.
Operational Improvements
The document discusses the costs associated with network downtime for businesses. It identifies three main cost areas: lost employee productivity, lost business profits, and reduced IT staff productivity. It provides calculations for quantifying these costs and shows how reactive troubleshooting methods are time-consuming. Retrospective Network Analysis allows organizations to analyze network traffic data from the past to more quickly identify and resolve issues, reducing downtime costs by an estimated 57%.
Mayank CV_dub
Mayank Aggarwal has over 4 years of experience in IT operations, managed services, and telecom industries. He has worked as a senior specialist at HCL Technologies and Ericsson Global India, where he managed teams and handled projects involving Citrix, virtualization, networking, and service desk operations. He has skills in areas such as ITIL, managed services, virtualization, networking, and various tools such as BMC Remedy, ServiceNow, and IBM Netcool. He is looking for a new opportunity where he can apply his experience in IT operations, project management, and team leadership.
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The document provides an agenda and overview for an End User Services training on new processes and tools being implemented. It includes sections on why changes are being made, an overview of new ITIL processes like incident and change management, new terminology, and tools like Clarify and Robohelp that are being introduced. The training aims to familiarize participants with the new ways of working and help with the transition to the new processes and systems.
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The document discusses the rapid growth of digital information and the challenges it poses for organizations. It introduces EMC, a leading provider of information infrastructure technologies, and its Solution Centers which allow partners to test, prove, and blueprint virtualization and other IT solutions. The Solution Centers help address issues around data growth, costs, and complexity while improving simplicity, services, and availability. Virtualization is presented as a transformational technology that can significantly reduce hardware needs while solving business challenges through increased flexibility and responsiveness.
Emirates Computers / EMC Signature Solution Center
The document summarizes the layout and functionality demonstrations of Emirates Computers' EMC Signature Solution Center. The Solution Center showcases storage, virtualization, archiving, backup/recovery, and Exchange recovery solutions using EMC hardware and software. It is designed to demonstrate integration of EMC platforms through hands-on product demonstrations and seminars related to storage management, virtualization, archiving, backup/recovery, and Exchange recovery functionality.
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The document discusses the challenges organizations face as the amount of digital information grows exponentially. It notes that by 2011, 70% of digital information will be created by individuals while 85% of information security and compliance will be the responsibility of organizations. As information increases, organizations must effectively manage, secure, and derive value from their information assets. The document then outlines EMC's information infrastructure solutions that can help organizations address these challenges through capabilities like more efficient storage, improved data protection, information governance, and virtualization.
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The document discusses virtualization and VMware virtualization solutions. It provides an agenda for a presentation on virtualizing disaster recovery. It discusses how VMware provides a single platform to help with server consolidation, business continuity, green IT, and simplified management. It also provides examples of how VMware improves productivity through features like live migration, disaster recovery, automated patching and provisioning.
Virtualize Your Disaster! Remove the Disaster from “Disaster Recovery”
The document discusses how virtualization with VMware can improve disaster recovery by eliminating hardware dependencies, simplifying the recovery process, enabling easier testing, and reducing infrastructure costs. Key benefits include automating recovery, reducing downtime to under 4 hours from over 40 hours, consolidating production and recovery servers, and centrally managing recovery plans with VMware Site Recovery Manager.
Virtualize Your Disaster! Customer Use Cases & Scenarios
The document provides several examples of customers using virtualization solutions from VMware to improve disaster recovery capabilities. One example is a financial services company that implemented array-based replication between primary and disaster recovery sites, allowing them to meet an RPO of 15 minutes and RTO of 24 hours while reducing infrastructure costs. Another example is a healthcare provider that used VMware to perform firmware updates across 100 servers with zero downtime by migrating VMs during the process.
Sunray Presentation
The document discusses Sun Ray technology which provides a virtual desktop infrastructure using thin client devices. Some key benefits of Sun Ray technology include centralized management and security of desktops, high reliability with no local data storage on devices, and mobility allowing access to desktops from any location. The technology uses a combination of Sun Ray thin clients, virtual display software, and VMware to deliver virtual desktops including Windows desktops. This allows organizations to reduce IT costs, securely access applications from anywhere, and easily manage desktop security, software updates and configurations.
Sun Product Overview
Sun Products offers a portfolio of server products. Their server product line includes multiple models designed for different use cases and environments. Customers with questions about Sun's server offerings are encouraged to contact sales representatives for more information.
VMware Presentation
Virtualization allows multiple operating systems and applications to run on the same physical server at the same time. This increases hardware utilization and flexibility while reducing IT costs. VMware virtualization solutions can reduce energy costs by 80% through server consolidation and powering down unused servers without affecting applications or users. Virtualization makes hardware resources independent of operating systems and applications, treating them as single unified units that can be more easily deployed, maintained, and supported.
EMC Solution Center
The document discusses how EMC Solution Centers are changing the virtualization landscape by providing hands-on demonstration centers for virtualization solutions. It notes that EMC Solution Centers allow partners to showcase EMC's proven virtualization solutions running on EMC hardware and software. The centers also offer application testing, demonstrations, seminars and other services. There are now over a dozen EMC Solution Centers across EMEA, with plans to expand to 24 centers by the end of 2008, in order to pursue opportunities around virtualization and total virtualized solutions.
Cisco Product & Solutions Overview
- 2008, 50% of data centers will have insufficient power and cooling capacity for high-density equipment, and by 2009 energy costs will be the second highest operating cost for 70% of data centers.
- By 2011, in-rack and in-row cooling will be the predominant cooling strategy for high-density equipment, and chassis cooling technologies will be adopted in 15% of servers.
- Buildings account for 50% of the world's energy consumption, with transportation at 25% and manufacturing at 25%. The energy consumption of IT equipment in buildings is increasing significantly.
Citrix Enterprise Access Infrastructure
Citrix is a technology that allows remote users to securely access centralized applications on a terminal server without installing them locally. It delivers applications to any user with the best performance, security, and cost over any network, device, or operating system. Citrix provides the lowest-cost Windows application delivery, strongest protection for applications and intellectual property, and outstanding application performance over any network.
Beyond Green: EMC and Energy Efficient IT
The document discusses how IT infrastructure providers are collaborating with customers to implement more efficient computing environments through consolidation, optimization, and automation. This helps minimize environmental impacts while gaining efficiency and cost savings. It notes that digital data is growing rapidly but current utilization of IT assets like servers and storage is very low. Strategies presented to improve efficiency include server and storage virtualization, tiered storage, deduplication, and rightsizing capacity usage through automation. Case studies show these approaches can significantly reduce data center space, power consumption, and costs.
EMC Documentum Enterprise Content Management 6.5
EMC Documentum Enterprise Content Management 6.5 Presentation presented at Gitex 08 from Emirates Computers
EMC Documentum Product Line Overview
The document provides an overview of EMC Documentum's product line for enterprise content management. It describes the key capabilities across repository services, content services, process services, and integration services. These include unified security and compliance, content optimization and reuse, business process automation, and integration with desktop and enterprise applications. The product line aims to put information to work, optimize work processes, and mitigate risk through a single, unified ECM platform.
EC History Timeline
This document provides a summary of key events in the history of Emirates Computers from 1978 to 2008. Some of the major milestones and partnerships included Ralph Boustani and Ali Al Dhaheri establishing Emirates Computers in 1978. In the 1980s and 1990s, Emirates Computers partnered with several major technology companies including Wang, Oracle, Cisco, SGI, Nokia, and Dell. In the late 1990s and 2000s, Emirates Computers launched new business units, achieved several certifications, won awards, and expanded operations into other countries in the region.
EC Smart Living
This document promotes smart living through connectivity, interactivity, security and intelligence across various domains including smart home, enterprise, campus, hotel and city. It describes how integrated wireless networking, interactive digital displays, biometric access control, automated systems and data analytics can create smart environments and improve lives.
EC Unified Communications Presentation
A presentation shown at the Communication by Mr. Elias Aad for the Smart SMB event held at Murooj Rotana Dubai last May 21, 2008 organized by Emirates Computers and sponsored by Cisco & 3M.
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This document discusses smart living and technologies for small and medium-sized businesses. It outlines key challenges small businesses face in adopting new technologies with limited budgets and resources. It provides recommendations on how SMBs can leverage technologies like mobility, cloud services, and collaboration tools in a cost-effective way to compete with larger businesses and capture new opportunities.
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Overview
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