To keep a business running as smoothly as possible, IT must operate by defined processes and must align itself with business needs. There are guidelines, such as the Sarbanes- Oxley-Act (SOX) and industry specific requirements for banking, insurance companies, and accounting firms, that make tracking IT processes
imperative.
The IT Infrastructure Library (ITIL) and ISO/IEC 20000 offer best practices for IT processes. iET ITSM is aligned with ITIL and ISO/IEC 20000 best practices and supports the following IT service management processes:
IIncident Management
IProblem Management
IChange Management
IService Asset and Configuration Management
IRelease and Deployment Management
IService Level Management
IAvailability Management
iET Process Analyzer
iET Process Analyzer addresses the continuous optimization, monitoring and benchmarking of the performance of the ITIL processes. Key
calculated based on process data, and displayed in easy-to-use management views.
Each process is graphically displayed, so that individual actions, events, employees, and associated costs are visible at a glance. A detailed analysis can be performed at the process level, providing instant insight into which action is responsible for an irregularity and how this is related to the previous and subsequent processes.
iET CMDB Discovery
& Intelligence
Keeping the data in the configuration management database (CMDB) up-to- date and accurate is a large challenge for many businesses. iET CMDB Discovery & Intelligence solves this problem.
With iET CMDB Discovery, users can view their entire IT infrastructure and receive comprehensive information on IT inventory quickly – including all installed software and hardware components.
iET CMDB Intelligence brings the information captured by each scan into a staging area where predefined processes can identify actionable items such as security risks and configuration problems. Alerts can move the information directly to the person responsible for acting on it.
The information can then be
automatically delivered to the CMDB, ensuring the accuracy of the data repository that underlies so many critical business processes.
iET Risk and Security Management
iET Solutions' Risk and Security Management allows users to assess the areas where their business may be vulnerable, ensure the security of IT assets, and adhere to compliance policies and standards.
ITIL V3 - Innovative Use of Best Practices
ITIL V3, the new version of the IT Infrastructure Library best practice standard, was released in May 2007.
iET ITSM is built from the ground up on ITIL, and is already closely aligned with the core of ITIL V3.
The new version of the standard’s IT service lifecycle describes how service portfolios are managed, services are defined and brought into production, and how they are supported operationally. The new lifecycle talks about service strategy, development, implementation, and support activities.
In ITIL V3, some aspects are now full
"processes" that were previously not highlighted. iET ITSM already implements parts of many of these new processes, including Supplier Management and Knowledge Management.
Two major new focus areas mesh nicely with iET Solutions' existing product set and our future roadmap plans. One of the top level ITIL V3 lifecycle governing principles is Continual Service Improvement, which is aligned with iET Process Analyzer. A new process in the Service Operation area focuses on Request Fulfillment. Future enhancements to iET ITSM Self- Service will support the Request Fulfillment process.
Service Desk / Incident Management
IReceive and prioritize incidents
IGraphical visualization of related CIs that comprise the affected service
ITrend analysis by type, impacted service, customer or location
IAccess standard solutions in the knowledgebase
IReview closed incidents
ILink incidents to problems, change requests and CIs
IBackground information on prior incidents, problems and requests
ISearch across all relevant information using natural language
ICreate incidents from inbound emails
IInstant visibility into current problems under investigation
IInstant access to workarounds for open problems
IAutomated assignment based on service
IClassification by service and / or category
Knowledge Management
IRank solutions
ISet expiration dates
ICategorize solutions by technical category
ITrack related incidence and changes
IProvide feedback on available solutions
Self-Service
IAccess for users, customers and partners
ILog and track status of incidents, change requests and service requests
IOnline interaction with service desk representatives
IKnowledgebase with full text search and frequently asked questions (FAQs)
IView Configuration Items (CIs)
IUpdate and maintain user profile
IService status announcements
Request Fulfillment
IRequest any service offered by the IT department
IUses a ‘shopping cart’ metaphor
IProvides the IT department with a sophisticated back-end to manage the approval and fulfillment processes
IAllows for the automatic creation of Configuration Items in the CMDB, Incidents, Changes and their corresponding workflows
Problem Management
ILog, prioritize and check status of problems
IGraphical view of related CIs to affected service
ITrend analysis of problems
IDocument workarounds and known errors
ILink to related incidents, change requests and CIs
IKnowledgebase with full text search and FAQs
IClassification by service and / or category
Change Management
IConfigurable authorization process
IParallel or sequential approval or a combination of both
IElectronic signature for authorization
IEnsure change execution occurs seamlessly with Forward Schedule of Change (FSC)
IView and update status and priority level
IGraphical view of related CIs
IVisual change process approval tool
ILink to associated incidents, problems and releases
Service Asset and Configuration Management
ICare and feeding of the CMDB
IView IT infrastructure with iET CMDB Discovery
IIdentify actionable items, such as security risks and configuration problems, with iET CMDB Intelligence
IAdminister all CIs, their components and attributes, as well as their relationships to each other
IMaintains system CIs that are associated with shared services
IGraphical view of CIs that constitute a service
ITrack which CIs are affiliated with service level agreements (SLAs)
ILink CIs to related incidents, problems, changes and releases
IMaintain the Definitive Hardware Store (DHS) and the Definitive Software Library (DSL)
ISupplier Management
ISoftware license management
Release and Deployment Management
IGraphical view of affected CIs
IManage releases and rollouts
ILog, prioritize and check status of releases
IParallel or sequential approval or a combination of both
IElectronic signature for authorization
IAdd change requests to an existing scheduled release
ITrack relationships to CIs
IConfigurable authorization process
IVisual change process approval tool
Service Level Management
IAccess service contracts and agreements and automatically link to incidents, problems or changes
ICustomer specific SLAs based on services, CIs, and charge- back agreements
IGuarantee compliance with service agreements and adherence to service quality goals and reporting
ITrack service contracts and measure performance
ILog and track exceptions, holidays, and expanded or reduced service times
Availability Management
IHelp IT meet the performance levels in the SLA
ICalculate actual availability taking into account whether downtimes were planned or unplanned
IModel criticality of CIs to availability of business services
IUse deviations between the actual availability and the contractually guaranteed availability to determine next steps and escalation paths
IGraphical views of CI downtimes
IAnalysis of mean time to repair (MTTR) and mean time between failures (MTBF)
Action Management/Action Plan
IManagement of process-dependent action plans
IAutomate the IT playbook
IEscalation for single actions
ITo do lists
IIndividual and group actions
IVisual view of action dependencies
IStatus
IHistory in the form of journal entries
Functional Administration
IPriority management
IDefine authorization levels and triggers
IAdminister content by configuring pull-down menus and creating templates
IAutomated creation of complex workflows
IVisual workflow tool
Full Text Search
ISearch internal database
ISearch external documents
IBoolean operators
IThesaurus
INatural language search
IBrowser-like search of all data
Automation
IAutomatically generate emails, faxes, reports and file output
ISchedule tasks
Functionality Available for all Processes
IReports and Analysis I Standard analyses
I Support of Crystal Reports for customizable analyses (report generator)
I Ad hoc analyses
I Graphical view of analyses IDashboards
ICustomer History
iET Solutions develops, markets, and supports award-winning software applications for the IT service man- agement market. Our ITSM suite is built around ITIL standards and has been verified by Pink Elephant, a world leader in ITSM education, to be compatible with core ITIL best prac- tices. For the purposes of process analysis and CMDB management, iET Solutions offers integrated process management and CMDB intelligence solutions. Over 600 cus- tomers in more than 26 countries worldwide benefit from iET Solutions' offerings. Headquartered in Framing- ham, MA, iET Solutions maintains offices in Germany, Great Britain, and North America. Distributors and tech- nology partners serve all other coun- tries.
Locations
Corporate Headquarters iET Solutions, LLC 959 Concord Street
Framingham, MA 01701, USA Phone: +1/508-416-9010 [email protected] www.iet-solutions.com
European Headquarters iET Solutions GmbH Boschetsrieder Straße 67 81379 Muenchen, Germany Phone: +49/89-74-85-89-0 [email protected] www.iet-solutions.de
UK Headquarters iET Solutions Ltd No. 1 Liverpool Street London, EC2M 7QD United Kingdom
Phone: +44/207-956-2031 [email protected]
Continual Analysis with iET Process Analyzer
IGraphical views of Key Performance Indicators (KPIs)
IAnalyze strengths and weaknesses
IBusiness process optimization
IDynamic analysis
IRoot cause research
Developer’s Studio
ICustomizable, automated notification process
ICustomizable, automated escalation process
ICustomizable, automated, wizard-driven workflows
IDrag-and-drop form customization
Technology
I.Net 3 Smart Client
IMulti-entity capabilities
ISupport for Windows and Web clients
ISupports Microsoft SQL Server (2000/2005) and Oracle (9i/10g)
ISimple data model extension
IiET Developer’s Studio development environment
IWeb Services and Java API interfaces
Integration with 3rd Party Software
IMobile Devices, SMS/Pager
ICTI
IE-Mail (SMTP/POP3, MAPI)
IFax
IAsset Discovery, ERP System etc.
IActive Directory, LDAP.
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