SMART Service Desk
ITIL 2011 + ISO 20000 + SaaS
www.smartservicedesk.com
Solution Brief and
Key Features Datasheet
SMART Service Desk - IT Service Management Suite
SMART Service Desk Service Management Solution can streamline the IT operations by automating major areas of ITIL V3 Service Operations like Incidents, Service Requests, Problems, and Service Desk Function. You can benefit from enhanced support by streamlining ITIL 2011 Service Transition processes such as Change, Release, Service Asset - Configuration, Knowl-edge and Service Evaluation in an integrated environment.
New updated ITIL 2011 functionality has IT Asset
Management
(ITAM): Complete Asset Lifecycle Management, Automatic IT inventory dis-covery, Software Asset Management and Software Metering and Financial Management Features such as charge back, budgets and financial reporting as per your requirement.
Business Benefits :
Faster Implementations with SaaS approach, you can get you up and running in minutes.
Reduce IT support costs through self-service and user feedback using sur-veys.
Enhance staff productivity and consistency by automating processes, poli-cies, procedures and tasks.
Key Integrated Modules in SMART Service Desk Suite
Include :
Incident Management
Service Request Management Problem Management
System Asset & Configuration Management Service Level & Availability Management Service Catalog Management
Change Management Release Management Knowledge Management Quality Management Audit Management
Policies and Objectives Management Contracts Management
Inventory & Parts Management Customer Self Service
Workflow Engine Survey Management Dashboards
Reports
Integration available with SMART Quality Management System to meet ISO 9001 & ISO 20000:2011 requirements.
Detailed Feature List :
General System Functionality
Based on Web Architecture.
Compliant with ITIL:2011 best practices. Supports ISO 20000:2011 Standard.
Go Live for standard package from day 1. Capable of handling non-IT service requests.
Provides excellent out-of-the-box business processes, forms and views in order to jump-start deployments.
Supports Multiple Languages (English / French /Arabic/Spanish) & Local Calendar’s.
Application Automates all Service Management System (SMS) Processes. Workflow processes support as per ITIL best practices.
User Personalization for (Fonts & Themes).
System Supports multiple access levels for controlled access, and has ability to support many Roles.
Multiple attachments can be added to tickets in all major functional areas, attachment sizes as required.
Service Desk supports direct visibility into business problems. Supports Workflow Queues.
Field Level Security for Data.
Provides a secure historical audit log of all actions.
Service Level Agreements can be defined, monitored for compliance, and tracked for performance.
Email Distribution lists can be created to notify users and groups about an event.
Executive dashboard with drill down capability. Real-time color coded management dashboards.
Custom surveys can be automatically sent to users after issues are resolved. Form Customization for Service Items or Configuration by system admin users.
Scalable Solution and supports multi-tenancy.
Customize multiple service desks (i.e. departmental portal).
Provides 24x7 access to technicians and end users through mobile apps on Androids, iOS Tablets & Phones.
Integration Options
System synchronizes with MS Active Directory / LDAP for user login and single sign on.
System has ability to integrate with Microsoft’s Operations Manager & other event monitoring tools.
System has ability to integrate with Microsoft’s System Center Configuration Manager.
Integrate with all major call center and IVR solutions. Auto ticket creation from outside Applications / Interfaces.
Monitor social media data from sites such as (Twitter/Linkedin/Facebook...)to create incidents.
Integrates with Email and SMS gateways for sending alerts and notifications to administrators and end-users.
Fax Integration.
Self – Service Features
End Users (Employees / Customers) can do the following :
Create requests for Incidents, Service Requests and Change Requests. Check the status of Incidents or requests tickets in a dashboard.
Add notes or comments to a request at any time until it is closed.
Can create new Tasks/Work orders from within an incidents/service requests. Attach documents to an Incident or service request.
Search a knowledge base for solutions and has Search capability by multi-ple criteria.
View News, FAQ’s and System Outages Information.
Respond to published Surveys as part of Continual Service Improvement. Users can request parts from service catalog.
Users can create a Quality Non Conformance or Improvement suggestions requests.
Incident Management
Raise Incidents by Console or Self Service Portal.
Facilitates searching of knowledge base for similar incidents to assist in the resolution of current incident.
Automatically trigger actions as per the underlying workflow when SLAs are in danger of being breached.
Predefined templates for recurrent incidents.
Allows creation, modification and closure of Incident records.
Provides ability to input free rich text & attach multiple files for the record-ing of Incident descriptions and resolutions.
Automates the rapid classification and recording of Incidents using tem-plates.
Supports the automated routing (alerting) of Incidents to selected support staff or groups.
Customizable thresholds for automated escalation. Support cloning of Incidents.
Close multiple incidents of same nature with a parent child relationship. Record service cost and amount of time worked.
Provides management reports from historical Incident records. Facilitates the analysis of Incident and call data to identify trends.
Generate reports on outstanding (unresolved – open and overdue) Incidents. Allows closure of Incidents by utilizing customizable Incident closure codes. Provides simple and advanced search capabilities in all languages.
Tool facilitates the closure of all Incidents when the associated Problem or Known Error is resolved.
View any related inventory and configurations affected by the incident. Allows Incident Management to notify and assign high priority Incidents to multiple associates (Support Groups).
Provides Interface that allows users to check the status of requests, fre-quently asked questions or view outage information.
Facilitates the automatic escalation of unresolved Incidents as per pre-defined time intervals.
Facilitate the use of knowledge base & support check lists for Incident diag-nosis and Resolution.
Can Change SLA/Priority of and Incident at any given time. Can Promote an Incident as a Problem.
Perform remote control for client systems from admin console, while work-ing on a incident related to client systems.
Problem Management
Facilitates the creation, modification, and closure of Problem records. Provides the ability to distinguish between a Problem and Known Error. Route and assign Problem records to pre-defined support staff or groups. Allows Impact and urgency codes to be assigned to Problem records. Facilitates progress tracking and monitoring of Problems.
Escalates Problems after pre-defined thresholds of SLA’s have been Breached.
Facilitates the generation of customizable management reports for trend analysis.
Facilitates the association and maintenance of the relationships between Incidents, Known Error records and RFCs.
When a Change has been successfully implemented the closure of all linked Known Error / Problem records is automatically initiated.
Allows linkage of Configuration Items in CMDB to Problem Records.
Service Request Management
Service requests may come through email, telephone, IVR phone systems etc.
Supports - following Major activities in managing Service Requests :
create, view, update or cancel service request
automatic/manual assignment of tickets to support staff based on availability, roster, holiday calender, leave, work load, expertise etc alert notify support staff and end users
enable the user to answer a satisfaction survey before closing the request. Only if the request is completed to the satisfaction of the requester, it can be closed by the service desk
Multi-level Service Request Approvals along with Active Directory Integration for Organizational Hierarchy replication in Service Desk.
Support multiple tasks initiation, when one service request is raised.
An Approver can nominate an Alternate Approver, without changing work-flow.
Send Escalation alert messages to the Support Manager on overdue tickets at any stage of the ticket life cycle, well in advance based on SLA.
Integration with Service Level Management to track and ensure compliance with service level agreements (SLAs).
Configurable workflow for routing work assignments as per pre-defined business rules.
Work Orders or Tasks can be created and assigned for fulfilling a service request.
Activity Notes can be placed in a service requests.
Users can request parts and Support Staff can issue parts with real time inventory tracking.
Change & Release Management
Automates changes processes and supports core ITIL best practices. Change Process management.
Facilitate the recording and storage of Request For Change ( RFC ).
Customizable workflow features for approvals, assessment, and schedule. Evaluate change request.
Plan the change with necessary roll-back plans. Monitor the change request life cycle.
Capability for scheduling changes.
Auto-assignment, workflow, intelligent routing.
Supports Routing of RFCs to the appropriate authorization bodies like Change Advisory Board (CAB).
Ability to record Risks associated with Change.
Allows recording of impact assessment information such as, embedding of attachments Related to financial/business/technical reviews.
Provide a interface for planning and scheduling of all tasks and personnel associated with change.
Supports recording of Change schedules for build, testing, and implementa-tion.
Record back-out procedures within the Change record.
Supports the planning, management and successful rollout of approved changes using Release management.
System Asset & Configuration Management
Asset acquisition – procurement, configuration and warranty. Supports complete asset lifecycle management – end to end.
Ability to manage all critical assets that drive the business (IT and non-IT assets).
Vendor and Manufacturer profiles tracking.
IT Asset Discovery - Automated hardware and software detection.
Ability to discover, verify, record, and control all Configuration Items (CIs) through their entire lifecycle.
Tracks all important CI Technical Attributes like Processor info, hard disks & RAM capacity.
Tracks all important software information such as applications installed, service packs, updates …etc for each asset.
License Management.
Link assets to help desk tickets.
Provides a unified platform for asset and service management. View Track receipts, manuals and asset documentation.
Support preventive and corrective maintenance.
Managing inventory ownership, moves/adds/changes.
Create inventories reports/graphs to analyze trends or distribution. Track invoices and service history.
Purchasing requests, actions and status management.
Built-in Remote Support and Extensible user interface for linking to external support desktop management applications, remote control and monitoring tools.
Generates notifications for staff depend on preventive schedule.
Track purchase requests information's details and link them with the related assets and vendors.
Create sequential asset code series based on asset type or category. Dash board view available to view all tickets for a given asset.
Assets can be assigned to any owner in their lifecycle, with historical tracking of ownership.
Supports all contracts information and with email alerts before contract expiration.
Backup Records Management
Backup Records Management - Allows you to record the backup tapes received from Operations, Network & Information Security Section to be sent to the bank in the database.
Record the backup tapes received from bank in the database.
Record the type of the backup has to been taken (cold backup, hot backup).
Supplier and Inventory Management
Manage complete life cycle of parts.
Track vendor profile information for easier orders for refills or replacements or any other issues.
Support Staff can release the inventory of requested parts Multiple Store Support
Complete Purchase Order Functionality Multi Currency Support
Automatic Alert Notifications
Alerts can be raised if inventory falls below safety stock or re-order point Ability to support barcode Tracking Support
Handheld devices custom integration possible for Inventory Cycle Counting Approval Work Flow
Contracts Management
Keep track of Supplier Contract Details for each Configuration item.
Manage any type of contracts, hardware annual maintenance agreements, software license agreements, patent, material transfer agreement, intellectual property agreement.
Contract Managers, IT Managers, Project Managers, and key decision makers can access contract data from any web-browser.
Link and Associate related Contracts together.
Centralize and track Contracts according to your standard codes, categories, departments, locations, and more.
Track contract costs and pricing information.
Used to help meet contract compliance, audits, and governance, such as Sarbanes Oxley (SOX), ISO, ITIL and State and Federal Regulations.
Has Ability to Import/Export data and integrate with common ODBC com-plaint databases and third party systems.
Provides e-mail notifications for contracts, tasks, milestones, action items, and payments.
Track payments and payment notifications.
Supports Vendor Login to request new contracts review notes, and upload documents.
Track unlimited notes/comments.
Ability to have separate fields based on contract type.
Ability to support, search on any field via ad-hoc searching, search results can be exported to Excel /PDF and other formats.
Ability to create reports with standard Report Builder.
Help System with Online user manuals, demos and video tutorials.
Ability to link or copy contracts with a click of the mouse and link to previous versions to retain history.
Supports workflow engine for online approvals & escalations.
Ability to support Calendaring integrated with contract notifications; export-ing of Calendar to MS Outlook and of i-Calendarexport-ing systems.
Ability to provide access to contracts via mobile phones on specific plat-forms.
Service Level Management
Features to capture information on business criticality & service level targets. Able to prioritize incidents, problems, changes based on SLA's.
Link clients and staff with holidays and work schedules.
Provides a stated support level provided to group of users for given business service.
Provides the administrators with simple wizards to customize SLA compo-nents, without need for dealing with programming code.
Ability to define and manage services with Availability Info.
Define multiple support centers, business working hours & holidays. Activities are adjusted based on operating hours, accounting for nights, weekends, & Holidays.
Unavailability of a technician will automatically re-assign incidents, problems & service requests by sending an email/sms alert to the alternate technician. Supports Escalation notification through multiple means including e-mail & sms phone text.
Ability for Application Administrator to configure escalation notification process.
Provides information on service target breaches.
Service Catalog & Availability Management
Out-of-the-box Service Catalog, that allows you to map your service offer-ings to the system as well as deliver, measure, and tune your services to meet the changing needs of your business.
Allows you to publish your own Service Catalog for (IT/HR/Administrative/Financial) Services.
Ability to record availability metrics (downtimes).
Workflow process to monitor all Servers and Network Devices and proac-tively notify managers / support staff of upon non - availability.
Define new service specific fields, that should be filled by users for service provision.
Approvals for the pre-defined Services are obtained automatically, and the services are delivered and charged accordingly.as per workflow rules.
Knowledge Management
Generate Knowledgebase from the solved incidents.
Provide knowledgebase with external documents (multiple format can be accepted), and scheduled indexing is provided.
Provide clients with 24/7 access to knowledgebase.
Different knowledge-base views for SD staff and end users.
File attachments and links can be added, such as screenshots, internally stored documents, and internet-based information.
Items in knowledge base can be marked as FAQ’s / Checklists.
Search based on keyword, Boolean string or string of characters, with wild cards.
Easy to cross reference solutions for re-use.
Ability to inactivate records of any sort, but can still search and retrieve them.
Technicians can publish solutions to a knowledge base.
Quality Management
Quality Management - Allows you to track and record Improvements ideas, Non-Conformances with closed loop approach to corrective and preventive actions.
Deploy industry standard quality management methodologies such like ISO 9001:2008, AS9100 and TS 16949.
Manage quality policies and procedures in centralized repository.
Audits Management
Audits Management – Plan and routinely schedule audits to improve your quality systems.
Track nonconformance of suppliers and collaboratively resolve issues via web access.
Survey Management
Allows Delivery of Survey Invitations when an Incident or Service Request is closed.
Manual Delivery of Surveys to Selected Audience. Create Multiple Different Survey Types.
Reporting & Dashboards
Built in reporting and configurable Dashboards.
More than 150 pre-defined or canned reports in System in Multiple lan-guages.
Ability to make custom reports, without need for buying expensive reporting software’s.
Reports can be exported as .csv, .xls, XML, TIFF, web archive and .pdf For-mats.
System Administration Features
Simplified Administration.
User-friendly processes, terminology and features. Assign different views, forms to staff or group.
Provide administrators the ability to enable/ disable Users account. Ability to support administrator role that provides for complete system access.
Search database to retrieve records based on any field. Email notifications sent to users based on rules.
Email Listener - To convert emails to incidents. Email notifications sent to staff based on rules.
Unlimited User Defined Fields for Survey Questions :
Drop-down, Radio Button, Checkbox, or Text Box Fields, Required or Optional Survey Questions,
Required or Optional "Additional Information" Text Boxes Survey Invitations can be send via Email.
User fields/function keys to allow easy customization. Spell checker for free form text entry fields.
Easy cut, copy, paste from email to ticket, and easily automate ticket from emails.
Support attachments and URL's.
Frequently asked questions (FAQ) system.
Provide administrator with ability to segregate group's data based on roles. Automate business processes and build workflows.
Create service-based business rules.
Dynamic form creation based in required data / service.
Support Options
Supports both SaaS & On-premise Installed Options.
Remote & Onsite Technical support is available for installation and configu-ration.
Separate documentation manuals & computer based / video training is available online within the application.
