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Mazik Service Desk Solutions are Available for

Mazik Service Desk Solutions are Available for. IT Service Management

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Mazik Service Desk Solutions are Available for

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    1. Welcome to SMART Suite IT Service Management and Customer Help desk solution. SMART Suite ITIL based Help Desk and IT Service Management solutions to meet your customers' needs. Our core solution, SMART Suite, offers our customers a consolidated approach to ITIL and IT Service Management through the fusion of all ITIL best practice processes in an out-of-the-box ITIL based IT Service Management application. Welcome to SMART Suite IT Service Management and Customer Help desk solution. SMART Suite ITIL based Help Desk and IT Service Management solutions to meet your customers' needs. Our core solution, SMART Suite, offers our customers a consolidated approach to ITIL and IT Service Management through the fusion of all ITIL best practice processes in an out-of-the-box ITIL based IT Service Management application.

    3. ITIL = IT Infrastructure Library History Emerged in 1980s upon British Government initiative ITIL v2 in 2001 ITIL v3 in 2007 Microsoft has used ITIL as the basis to develop their proprietary Microsoft Operations Framework (MOF) ITIL is made up of collection of ‘best practices’

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    6. Small and midsized businesses experience business issues and challenges that are inherently different from those of larger enterprises. They generally have smaller workforces, lower budgets, and less complex IT environments than enterprise organizations. And yet, small and midsized businesses must meet the same types of demands as enterprise organizations, and optimize service levels to support business objectives, control costs, and align IT with what matters to the business.Small and midsized businesses experience business issues and challenges that are inherently different from those of larger enterprises. They generally have smaller workforces, lower budgets, and less complex IT environments than enterprise organizations. And yet, small and midsized businesses must meet the same types of demands as enterprise organizations, and optimize service levels to support business objectives, control costs, and align IT with what matters to the business.

    7. Organizations that move to the e-Business model get their Return on Investment through: Higher business efficiency Enhanced employee productivity Larger customer base Increased customer satisfaction Decreased costs Stronger branding Organizations that move to the e-Business model get their Return on Investment through: Higher business efficiency Enhanced employee productivity Larger customer base Increased customer satisfaction Decreased costs Stronger branding

    8. The SMART IT Service Management suite consists of 5 key modules: SMART Incident Management SMART Problem Management SMART Knowledge Management SMART Change Management SMART Release Management Plus there are additional modules/features SMART Service Request Management SMART Surveys SMART Dashboards SMART Service Level Management SMART Workflow Engine Integration with Microsoft Operations Manager (MOM) for creating tickets based upon system alerts. All These integrated IT Service Management modules are built-in ITIL-compatible best practice functionality.The SMART IT Service Management suite consists of 5 key modules: SMART Incident Management SMART Problem Management SMART Knowledge Management SMART Change Management SMART Release Management Plus there are additional modules/features SMART Service Request Management SMART Surveys SMART Dashboards SMART Service Level Management SMART Workflow Engine Integration with Microsoft Operations Manager (MOM) for creating tickets based upon system alerts. All These integrated IT Service Management modules are built-in ITIL-compatible best practice functionality.

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    11. KEY POINTS ITIL is a best practice framework – not a rigid standard SMART ITIL Service Management can be used out-of-box to meet ITIL, and can then be easily tailored to fit the unique procedures and workflows Our product can easily adapt the implementation to fit the unique procedures and workflows of any IT organization, as your business needs and IT process evolve. According to ITIL Definitions the objective of Incident Management is “To provide business continuity by restoring service to users as quickly and efficiently as possible.” Examples of Incidents are: Email Service is down The Internet Service is slow A disk has failed on server/pc   The ITIL Definition of problem management is “To ensure stability of the IT infrastructure and services by identifying and permanently removing errors or failures within the environment.” Problem Management allows us to quickly identify trends in cases, change requests asset records that require further investigation Example of Problems is: Users are unable to access ERP application Web Procurement system is very slow ITIL Definition of Service Request “A request from user for information, advice or a standard change” Examples of service request are: A request to change password A request to install printer We are also the 1st vendor to develop a truly multi – lingual application that supports natively English, French & Arabic. Support for German & Spanish is planned in next year. KEY POINTS ITIL is a best practice framework – not a rigid standard SMART ITIL Service Management can be used out-of-box to meet ITIL, and can then be easily tailored to fit the unique procedures and workflows Our product can easily adapt the implementation to fit the unique procedures and workflows of any IT organization, as your business needs and IT process evolve. According to ITIL Definitions the objective of Incident Management is “To provide business continuity by restoring service to users as quickly and efficiently as possible.” Examples of Incidents are: Email Service is down The Internet Service is slow A disk has failed on server/pc   The ITIL Definition of problem management is “To ensure stability of the IT infrastructure and services by identifying and permanently removing errors or failures within the environment.” Problem Management allows us to quickly identify trends in cases, change requests asset records that require further investigation Example of Problems is: Users are unable to access ERP application Web Procurement system is very slow ITIL Definition of Service Request “A request from user for information, advice or a standard change” Examples of service request are: A request to change password A request to install printer We are also the 1st vendor to develop a truly multi – lingual application that supports natively English, French & Arabic. Support for German & Spanish is planned in next year.

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