The document provides an overview of CA's Unicenter Service Desk solution for implementing an IT service management framework based on ITIL best practices. It describes the key components of the solution including incident, problem, and change management modules as well as reporting and dashboard capabilities for monitoring service levels. The solution aims to standardize and automate IT service processes to improve service quality and reduce costs.

1. CA Service Desk Solution

3. INTRODUCTION Emirates Computers – Confidential © Copyrights Emirates Computers 2005

11. ITIL Process Model           Business, Customers & Users  Service Support Service Delivery Incident Management Problem Management Change Management Release Management Configuration Management Service Desk Availability Management Capacity Management Financial Management Service Continuity Service Level Management

12. CA & ITIL Incident Management Problem Management Change Management Release Management Configuration Management Service Desk Availability Management Capacity Management Financial Management Service Continuity Business, Customers & Users Service Level Management Service Support Service Delivery

13. ITIL V3

16. CA SERVICE DESK SOLUTION

17. Solution Overview Unicenter Service Desk will be implemented for centralized logging and tracking of call. Unicenter Service Desk Dashboard for online reporting and performance measures The following process will be implemented: incident, problem and change management in line with the requirement mentioned in RFP. Following is the schematic layout of the solution

18. Solution Overview

19. CA Unicenter Service Desk Service Desk Manager’s Decision Support Dashboard It is a product that offers you service request, incident, problem and change management that maximizes analyst productivity and enhances responsiveness. Automating Service Management Processes.

23. CA Incident & Problem Management The Solution – CA Unicenter Service Desk Business Employees IT Operations Service Desk Level 1 Support Level 2 Support Level 3 Support Tech Support Engineering CA CMDB Level 0 Support (Self-Service) Networks & Servers Databases Operations Manager Analysts Manager Supervisor Technicians Manager Developers Change Advisory Board Change Manager Service Desk

26. Graphical Visualisation Emirates Computers – Confidential © Copyrights Emirates Computers 2005

28. UNICENTER SERVICE DESK FEATURES Emirates Computers – Confidential © Copyrights Emirates Computers 2005

34. Integrates With Other CA Solutions

35. Extends the Reach Through CA Integration Platform Unicenter Service Desk Unicenter Asset Portfolio Management Unicenter Asset Management Unicenter Software Delivery Unicenter Remote Control Common Asset Viewer CMDB

37. New SLA Model - Runtime Ticket Service Type (attached_sla) SLA event SLA event SLA event Service Type (attached_sla) Service Type (attached_sla) SLA event SLA event SLA event

39. Unicenter Service Desk r11 Workflow Designer

41. CA SERVICE DESK REPORTING SOLUTIONS

42. Unicenter Service Desk Dashboard Service Desk Manager’s Decision Support Dashboard The Unicenter Service Desk Dashboard provides managers a real-time view of the Incident and Problem Management processes

43. Unicenter Service Desk Dashboard KPI Views, setting thresholds-alarms, send email. Tailor made reports, drill down to service desk level Service Desk Manager’s Decision Support Dashboard

45. Targeted Reporting Solutions Real-Time Offline Summary Detailed SLA Manager Service Desk Report Scoreboard Dashboard MS Access / Crystal Dashboard

46. Service Management - Incident Lifecycle User Self Service Incident Automatically Routed Known Problem Found CMDB Indicates Cause Remote Control Confirms RFC Created Fix Released DNA Restored RFC Closed KP-DB Updated Problem Closed End User Notified Incident Resolved Benefit - Integration

47. REFERENCES

48. Emirates Computers – Selected Service Desk References

49. THANK YOU