IT Service Management aus der Cloud

SolveDirect

! " Who we are

SolveDirect is the expert for smart service integration

! " What we offer

Cutting-edge solutions: easy and affordable integration of the entire service

chain and extensive automation of service processes

! " What is your benefit - Gain competitive advantages:

•" Cut costs •" Save time

Leading ITSM Platform for Smart Service Integration

! " Integration of all partners within one service process on the world‘s largest

SaaS IT service management platform

The Challenge - Improving Business Processes

new technologies

Internal business

! " diverse tool landscape ! " dynamic relations ! " inefficient communication ! " constant changes ! " organizational changes ! " fragmented workflows ! " less transparency ! " new technologies ! " “time to market”

3

2

1

4

6

7

8

External business

(vendors, customers,...)

Increasing Process Complexity

The lack of a B2B strategy

results in high cost in

The Right Solution for Your IT Service Management

B2B Integration -

SolveDirect BRIDGE

Connect all partners and systems via one central hub to ensure continuous workflows, effective communication and accelerated service processes.

SaaS Service Desk –

SolveDirect SD!

Flexible solution for efficient Incident, Problem, Change, Release,

Configuration und Service Level Management with integrated reporting.

Enterprise ITSM -

SolveDirect CUBE

! " Fragmented transactions/workflows ! " Inconsistent data

! " Costly changes

! " Time-consuming implementation ! " Difficult reporting

Smart B2B Integration to Save Costs and Time

The old way

Individual connection 1:1

Per implementation ~ 4 months

! " Quick integration – Established connectors ! " M:N Workflow Mapping – fully automated ! " Data consistency and enrichment

! " No programming necessary ! " Integrated real-time reports

SolveDirect way

Central hub 1:n

One Tool for all Service Desk Users for optimized processes

! " All participants in the service process can be integrated active or passive

! " Applications and systems are involved in the process effectively

Enduser

Solv

eDirect SD

!

1st level

2nd level technicians Mobile External partners (online)

S

ystems

Satisfied Customers

“SolveDirect SD! provides an perfect balance between flexibility and

stability. The now possible measurement of service level agreements and the

significant reports allow us a detailed overview of our services.” Herbert Wunsch, Manager Enterprise Enabling Infrastructure

“After an intensive evaluation of the market we chose SolveDirect SD! which convinced us completely. The flexible and continuous configuration and control options facilitate a fast and efficient reaction to new requirements.”

“The mature solution of SolveDirect, which is automating not only the Asset-administration but also the Service Management and is available on demand 24/7, convinced us.”

Wolfgang Schirmer, manager communication systems

Enterprise ITSM

Integrated Information. Better Decisions.

! " All-in-one Enterprise Solution

Extensive B2B integration, overall service automation and detailed management oversight

! " 360º Continuous Control

Real time KPIs at a glance within one single dashboard view

! " Your value:

•" Efficient management of the entire

service chain with one solution

•" All systems and partners integrated •" Completely automated processes •" No need to standardize all tools

Challenges and

Barriers

! " Security

could improve due to centralization of data, increased security-focused resources, etc., but

concerns can persist about loss of control over certain sensitive data, and the lack of security for stored kernels.

•" Security is often as good as or better than under traditional systems, in part because providers are

able to devote resources to solving security issues that many customers cannot afford.

•" Providers typically log accesses, but accessing the audit logs themselves can be difficult or impossible. •" Furthermore, the complexity of security is greatly increased when data is distributed over a wider area

and / or number of devices.

! " Data and Application Interoperability

is one of the major achievements of Cloud Computings and service oriented architectures. Still there is a lack of widely accepted standard methods. Different industry driven communities support various models.

! " Data and Application Portability

Challenges and Barriers

! " Governance and Management

is typically with the provider of Cloud Computing. Clients demand a high level of transparency and standardized policies.

! " Metering and Monitoring

Cloud Application, Platform, Infrastructure

! " Cloud application services

or "Software as a Service (SaaS)"

•" deliver software as a service over the Internet, •" eliminating the need to install and run the application

on the customer's own computers and

•" simplifying maintenance and support.

! " Cloud platform services

or "Platform as a Service (PaaS)"

•" deliver a computing platform and/or solution stack

as a service, often consuming cloud infrastructure and sustaining cloud applications.

•" It facilitates deployment of applications without the

cost and complexity of buying and managing the underlying hardware and software layers.

! " Cloud infrastructure services

,

also known as "Infrastructure as a Service (IaaS)", •" delivers computer infrastructure- typically a

platform virtualization environment - as a service.

From Public to Private…

! " Public cloud

•" Public cloud or external cloud describes

cloud computing in the traditional

mainstream sense, whereby resources are dynamically provisioned on a fine-grained, self-service basis over the Internet, via web applications/web services, from an off-site third-party provider

! " Community cloud

•" A community cloud may be established

where several organizations have similar requirements and seek to share

infrastructure so as to realize some of the benefits of cloud computing.

! " Hybrid cloud

•" A hybrid cloud environment consisting of

multiple internal and/or external providers.

! " Private cloud

•" Some vendors have used the terms to

describe offerings that emulate cloud

computing on private networks. They have been criticized on the basis that users "still

The Cloud

Private/ Internal Public/ External

Hybrid

SolveDirect is a Cloud Application

! " The SolveDirect Application is delivered as software as a service over the Internet,

•" eliminating the need to install and run the application on the customer's own computers and •" simplifying maintenance and support.

•" Application and Data is not operated by the client but by SolveDirect out of data centers. •" Access to application, functions and interfaces is via the internet

! " The user acces the SolveDirect online functions via a web browser -

device and location

independent

! " The SolveDirect application is

multi tennant

, providing ressource sharing to the clients. ! " The SolveDirect infrastructure is

scalable

, sizing is in the responsibility of SolveDirect

! " The SolveDirect licence model provides

low initial costs

and focus on an

operational cost

model

.

! " The

performance

of the SolveDirect platforms is monitored and an important part of the service level provided to our clients.

! " The SolveDirect

Security

Policy and measures are part of the SolveDirect product

The architecture of the SolveDirect platform is based on 6 layers

(6) Housing – Datacenter Access Control / Power Supply / (5) Server Hardware + Network

(4) Operating System Platform Linux Debian Clustermanagement Firewall (3) Middleware Webserver Application Server Load Balancer Mail Server / FTP Server

Businessgraphic-Library/ SOAP Server Backup Software/ Java RTE

Database/ JMS-Server Intrusion Detection System

Questions?

Please ask ! " Martin Pscheidl Sales Director •" M: +43 664 358 28 69 •" E: [email protected]

! " SolveDirect Service Management GmbH Karl-Farkas-Gasse 22

1030 Wien, Österreich or look at