IT Service Management Center

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IT Service Management Center

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 _{Supports your business processes according to the}

established ITIL processes

 Additionally provides supporting processes:  Master Data Management

 _{Activity Management (work assignment)}  Category Management

 KPI Reporting and Dashboard Monitoring  Multiple ITIL certifications

 Access using windows or web client

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 Processes according to ITIL entirely integrated and usable out of the box  _{Consistent linking between processes}

 Adaptations by configuration possible

 Complete release compatibility – even after own adaptations  Efficient handling

 Minimal effort for operation and maintenance  Reliable and established producer

Your Benefits

OMNITRACKER IT Service Management Center helps you to optimize your processes and at the same time reduce costs:

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Supported ITIL Processes

OMNITRACKER ITSM Center v5 supports the following ITIL processes (highlighted):

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OMNITRACKER ITSM Center – Windows Client

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OMNITRACKER ITSM Center – Web Client

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 _{Service desk can gather information}

before deciding whether it is an incident or a service request.

 Easy creation of incidents or service

requests straight from the call ticket.

 Relevant data is taken over

automatically.

 Fast processing of requests.

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 _{Fast overview of open requests and} pending tasks:  Call Tickets  Incidents  _{Service Requests}  Problems  RFCs  Activities

 User specific settings:

 Selection of processes  Allocation to the tabs  Easy and fast filtering

 _{Drilldown by double click on the}

diagram

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Incident Management

Incident Management has the objective to restore the IT service as fast as possible after an interruption or failure to make sure the effects on business operations are reduced to a

minimum.

 The Service Desk – the single point

of contact (SPOC), can be accessed through web service portal, email, phone, external systems

 Incident tickets can be registered

and classified quickly

 Tickets are created either

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 _{Integrated with the Knowledge Base}

to provide standard solutions quickly and to facilitate first-call resolutions

 Integrated with the CMDB to

automatically show the possibly affected CIs of the reporting user

 Integrated with SLM to perform

entitlement checks, to select the appropriate SLA and the

corresponding time targets automatically.

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Request Fulfillment

A service request is a request by a user for information, advice, a standard change or access to a service.

 Interface for submission of requests

for standard services and new services

 Providing an individual service

catalogue to the customers. It differentiates between services covered by an SLA and services billed at cost.

 Linking with the Service Level

Management process

 Accessible through the

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Change Management

Change Management provides a standardized process for recording, authorizing and implementing changes efficiently and with minimal impact on the business. Requests for Change (RFC) are recorded. They imply changing one ore more CIs.

 The following types of RFCs are

supported:

 Normal Change

 Standard Change

(pre-approved)

 Emergency Change

 Linking of related Incidents,

Problems and affected CIs

 Management of individual CABs per

RFC

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Change Management – Planning Changes

 _{Web based approval of RFCs}  Maintaining a change calendar

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Problem Management

The objective of Problem Management is to prevent problems and incidents, eliminate recurrent incidents and minimize the impact of those incidents that cannot be prevented by controlling the lifecycle of all problems. A Problem is the unknown cause of one or more Incidents.

 Avoiding and limiting the losses of IT

services that result from errors, failures and problems during business operations.

 Recording and maintenance of

Known Errors and workarounds in the Knowledge Base

 Automatic copying of data from the

related Incident tickets

 Linking of related tickets and

information, such as incidents, RFCs, affected CIs and

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Service Asset & Configuration Management

Service Asset & Configuration Management controls all configuration items (CIs) of an IT organization. All CIs including their relations and dependencies shall be stored centrally in the CMDB (Configuration Management Database).

 Definition of all CIs and their

interdependencies

 Generic approach to modelling of all

types of CIs

 _{Flexible and unlimited}

extendibility of models

 Future-proof

 Relationships of a CI with Incidents,

Problems and RFCs are tracked automatically

 Relevant SLAs and OLAs/UCs are

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Knowledge Management

The objective of Knowledge Management is to improve the quality of the decision-making process by ensuring that reliable and secure information is available during the Service Lifecycle.

 Supports ITSM processes and IT

service customers in the search for important information.

 Standard solutions for Incident

Management

 Known Errors for Problem

Management and for providing Workarounds for Incident

Management

 Collections of descriptions,

articles, suggestions and documentation of customer

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Access through the OMNITRACKER Service Portal:

 Provide self-services, e.g. the

Solution Wizard for finding solutions using the solution tree

 Access to the FAQ that are

administered in the Knowledge Base

Knowledge Management – Access through

OMNITRACKER Service Portal

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Service Catalogue Management

The objective of Service Catalogue Management is the development and maintenance of a Service Catalogue that contains details of all services available for deployment.

 The Service Catalogue can be

published through the

OMNITRACKER Service Portal

 The catalogue can be arranged into

a freely definable tree-structure, e.g. services can be grouped for specific audiences

 Services can be requested by

creating a service request ticket directly from within the catalogue

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Service Level Management

The objective of Service Level Management (SLM) is to enter into contracts with the

customers of the IT organization. An important task of SLM is the monitoring and assessment of the quality and quantitiy of the services with respect to the Service Level Agreemenst (SLA) agreed on.

 A Service Contracts contains one Service Pack per ticket

process.

 A Service Pack contains one Service Level per Priority.  For each Service Level time targets are defiined.

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Availability Management

Availability Management ensures that the delivered availability level for all services complies with or exceeds the agreed requirement in a cost-effective manner.

 Availability Management monitors,

measures, analyses and reports the following aspects:

 Availability  _Reliability

 Maintainability  Serviceability

 Ensures that the delivered

availability level complies with or exceeds the contractually agreed requirements

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Capacity Management

Capacity Management ensures that IT capacity is provided in all areas of IT in a cost-effective and timely manner and that it is matched to current and future business requirements.

 Manage capacity plans

 Contributing to diagnosis of

performance issues

 Investigating the impact of changes  Capacity plans provide information

on:

 Current utilization of resources  Required resources

 Definition of requirements:  Flexible combination of

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 Access Management helps to protect the confidentiality, integrity and availability

of assets by ensuring that only authorized users are able to access or modify them.

 Access Management implements the policies of information security

management and is sometimes referred to as rights management or identity management.

Access Management according to ITIL covers the following sub-processes:

 Adminstration of user roles and authorisation profiles  Processing of access requests

Identity and Access Management

Access Management is responsible for allowing users to make use of IT services, data or other assets.

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Identity and Access Management – Requesting

Access

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Event Management

Event Management provides a means to early detect Incidents. An event is an occurrence that affects the IT infrastructure management or the delivery of an IT Service. Events are categorized into three event types: Information, Warning, Exception.

 Interface to the operation

management system

 Automated handling and correlation

of system event messages received

 _{Pro-active detection of potential}

incidents

 Linking of related incidents,

problems and RFC tickets to track measures taken

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 _{Category Management is used to do}

skill-based routing within the ticket processes.

 Categories are displayed neatly

arranged in a category tree.

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 _{Management of activities (work assignments) resulting from customer service}

processes. Activities are linked with service tickets (Incidents, Service Requests, Problems, RFCs).

 Supports resource planning  Tickets are linked with Activities

 Activities can be aggregated in process models

 Efforts made to process tickets or to complete other tasks are recorded within

the Activity to support service cost calculation.

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 _{Aggregation of activities that usually}

have to be performed in certain situations:

 Activities for setting up the

working environment for a new employee

 An employee changes the

department, so that new

permissions have to be granted and outdated permissions have to be withdrawn

 Activities for replacing hardware  For each process model it is defined

in which processes it can be used.

 _{If a process model is linked to a}

ticket, the activities for the ticket are

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Implementation of other

OMNITRACKER Templates (business process applications) e.g.:

 OMNITRACKER Stock and Order

Management  OMNITRACKER Project Management Center  OMNITRACKER Requirements Management Center  OMNITRACKER Sales Management Center

Integration and Extension Options –

OMNITRACKER Applications

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Interfaces to external systems:

 OMNITRACKER Interface Bus  OMNITRACKER Automation

Interface (API)

 _{Structured email communication}  Data import and export

Integration and Extension Options – Interfaces to

External Systems

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Questions?

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OMNINET GmbH D-90542 Eckental [email protected] – http://www.omninet.de OMNINET Austria GmbH A-1010 Wien [email protected] – http://www.omninet.at

OMNINET Technologies NV/SA

B-3018 Leuven

[email protected] – http://www.omninet.be

OMNINET Nederland

NL-2517 Den Haag

[email protected] – http://www.omninet.nl

OMNINET OOO (Russia and CIS)

RUS-Moscow 107045 [email protected] – http://www.omninet.ru OMNINET GmbH (Schweiz) CH-8808 Pfäffikon [email protected] – http://www.omninet.ch OMNINET USA