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

2. Agenda Introduction ITIL for Greener Business Environment Our Vision in IT Service Management CA & ITIL ITIL Green Message - Solution Description Unicenter Service Desk Unicenter Service Desk Dashboard - Product Features

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

4. Emirates Computers & CA EC is Certified ESP Partner and Authorized Distributor of CA products since of 2005 Our Vision in IT Service Management is to unify & simplify the management of IT. We have successfully implemented a lot of projects with CA

5. Computer Associates “CA” One of the world's largest IT management software companies, CA unifies and simplifies the management of enterprise-wide IT Infrastructure for greater business results. CA helps customers manage risk, improve service, manage costs and align their IT investments with their business needs

6. CA – Industry Leader Teamwork with Focus 15,000 Employees Worldwide 170 Offices Worldwide Customer First 99% of Fortune 500 Companies Telco, Financial, Government Sectors Quality and Innovation First to Achieve: ISO 9002 Certification Project Management Processes (PMI Member) 300 Patents, 195 product releases in the past two months Shareholder Value Revenue: $3.5 billion in 2005 4th Largest Software Company R&D investments represent 22% or almost $700M of revenue

7. Top IT Organizational Needs Reduce costs while improving services Increase responsiveness to the business Drive problem resolutions down to the lowest cost point Optimize efficiencies Manage resources better Improve current processes with industry leading “best practices” … Expectation of IT to do more with less

8. The objectives of our IT Service Management Solutions Align IT services to needs of the business Improve the quality of IT service delivery Reduce the long-term cost of services People Tools Process

9. ITIL for Greener Business Environment Resource Optimization Assets Management Reduce the long-term cost of services Visibility to IT Environment Change Management, avoid negative impact of change on your IT Assets TBA…

10. CA & ITIL The Information Technology Infrastructure Library ( ITIL ) is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services Set of books describe industry best practice in IT Service Management Learn from others, don’t reinvent the wheel ITIL helps you maintain stability and quality in your IT Services, better align IT with business

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

14. CA Service Lifecycle Management CA Service Management Products Unicenter ® Service Catalog Unicenter ® Service Desk Clarity ™ Unicenter ® Service Assure Unicenter ® Service Metric Analysis Unicenter ® Service Accounting Unicenter NeuMICS ® Resource Accounting Unicenter CA-JARS ® Resource Accounting Unicenter ® Service Desk AllFusion ® Endevor ® Change Manager CA Harvest Change Manager Unicenter ® Service Desk Unicenter ® Service Desk Dashboard Unicenter ® Service Desk Knowledge Tools CA SupportBridge ™ Live Automation CA SupportBridge ™ Self Service Automation CA SupportBridge ™ Self Healing Automation Infrastructure Service Level Mgmt Service Costing Demand Mgmt Change Mgmt Incident / Problem Mgmt

15. Our understanding of a Support Environment Service Desk Calls Knowledge Database Centralized Knowledge Base Knowledge-driven support Consistent, correct answers to common problems Online self-help Desktop Management Support Automation Change Management Incident Management Problem Management Root Cause Desktop & Server Mgmt. Asset discovery and inventory Remote control Software & patch deployment Protect against vulnerabilities Automate system migrations Incident & Problem Mgmt. Detect & record Classify, diagnose & resolve Monitor, track & communicate Analyze, develop & implement fixes Close incident, problems, known errors & report Change Management Plan, prioritize, and categorize Analyze impact Manage authorizations Manage implementation Management Metrics Near real-time performance indicators Defined KPI’s Drill down view of data View business and operational information Management Metrics

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.

20. CA Incident & Problem Management The Challenge Business Employees IT Operations Level 0 Support (Self Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support Supervisor Technicians Development Tech Support Supervisor Technicians Manager Developers Networks & Servers Databases Applications Multiple disparate help desks Recently acquired electronics subsidiary Departmental help desks

21. CA Incident & Problem Management The Challenge Business Employees IT Operations Level 0 Support (Self Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support Supervisor Technicians Development Tech Support Supervisor Technicians Manager Developers Networks & Servers Databases Applications Incidents reported by phone only Employees circumvent the help desk out of desperation for a resolution Long call wait times Low 1st call resolution Limited visibility to incident request status Slow Response from help desk

22. CA Incident & Problem Management The Challenge Business Employees IT Operations Level 0 Support (Self-Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support Supervisor Technicians Development Tech Support Supervisor Technicians Manager Developers Networks & Servers Databases Applications No standard processes Manual process No escalation procedures No coordination between help desks or across IT Most IT failures never reported to the help desk Frustrated employees Long call wait times Unable to resolve Incidents

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

24. Change & Configuration Management Challenge Data spread, many versions of the truth Producers Repository Consumers Customer Web site Resources Whiteboards Spreadsheets & Databases Disks and File Folders Configuration Mgr Manage CI relationship information Enterprise-wide control Drive IT business value Change Manager Informed change decisions Manage volume Manage complexities Service Level Mgr Ensure satisfactory service levels Help drive IT value Service Desk Fast incident resolution Root cause forensics Change priority recommendations Resources Storage Cluster Security Policies CRM CoBIT Controls Payroll Employee Expenses Security Policies Legal ERP System Security Policies Marketing Engineering Executive Planning Mail Servers Asset

25. CA Solution – CA CMDB Single Source of Truth Repository Producers Consumers Service Desk Analyst Configuration Mgr Change Mgr Compliance Mgr Other IT Mgrs CA Common Asset Viewer CA CMDB Visualizer CA CMDB Manager CA CMDB Single Source of Truth Reconciliation Federation Automated Relationship Mapping Unicenter Asset Management Unicenter Portfolio Asset Management Unicenter Network & Sys. Management Unicenter Service Desk CA MDB 3rd Party Discovery: MS SMS & Other Sources 3rd Party Repositories: MS Excel & Others Infrastructure and Applications

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

27. CA Brings It All Together As per ITIL, CA helps unify the people, process and technology in the common pursuit of IT service excellence. By standardizing and automating the full range of IT service management processes, CA enables ITIL based service support processes to be completely optimized, allowing the lowest cost delivery of consistently superior service. CA brings to the market the most comprehensive and integrated ITIL process automation. To deliver this value quickly and assuredly, CA provides a rich set of ITIL education and implementation best practices, both directly and through world renowned ITIL partners. Emirates Computers – Confidential © Copyrights Emirates Computers 2005 Process Technology People

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

29. Totally Web based Totally Web based including Administration

30. Keeps End Users Up and Productive User friendly screens Variety of ways to log an incident Web based service desk By email Fax server Telephone Centralized Logging and Tracking of Calls Service Desk End-User View for self-service

31. Keeps End Users Up and Productive Reduce costs through self-service Self-help with knowledge search capabilities Announcements Reduce number of calls save analysts time and and let them focus on the critical incidents Automate problem resolution Service Desk End-User View for self-service

32. CA Service desk Complete out-of-the-box functionality ITIL best practice processes Incident Management Problem Management Change Management Fully integrated CMDB Fully integrated Knowledge Management Auto-assignment of analysts Notifications and escalations ensure SLA commitments Emirates Computers – Confidential © Copyrights Emirates Computers 2005 Service Desk Analyst View of Assigned Incident and Problem

33. Unicenter Service Desk r11 LDAP/Active Directory integration Imports groups/security permissions from LDAP Personalized Responses Analysts can create scripted responses to use for common activities to reduce manual typing of repetitive messages 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

36. SLA Management SLAs from all attributes (end user, asset, priority, organization, category) are aggregated on a ticket to provide a single, sequential, list of action to enforce all SLA policies. Aimed for customers who are outsourcers or employ complex SLA processes SLA Based on Request/Incident Area Priority Configuration Item/Asset Organization Contact Record

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

38. Service Entitlement Advantages Assign different SLAs to asset, priority and category for each customer base (organization) Multiple SLA tracking ( e.g. hardware group can fail to fix printer (Asset) in time, but it won’t violate call center’s own SLA (priority)) Time to Violation projections Supports both Internal SLAs and external SLAs with vendors. Ex support contract with h/w vendor, time to violation projections and alarms

39. Unicenter Service Desk r11 Workflow Designer

40. CA Workflow CA Workflow is the new common workflow engine for CA Products Integrates with Change Orders out of the box Ability to still use Service Desk 6.0 workflow for backward compatibility Non-linear workflow with decision based branching and the ability to perform parallel processing Graphical design utility with drag and drop functionality Easily customizable form editor for displaying task and approval forms via the web

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

44. Targeted Reporting Solutions Report Requirements Field Technician Team Lead Service Desk Manager Service (SLA) Manager Problem Manager IT Manager / Director Customer Reports Emirates Computers – Confidential © Copyrights Emirates Computers 2005 Report Solutions Menu Reports Scoreboard & Graphics ITIL Reports: MS Access (75+) Crystal Unicenter 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