SMART Suite Solution Power Point - SMART ITIL Presentation

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SMART Suite Solution Power Point - SMART ITIL Presentation Powered By Docstoc
					                                                 SMART Suite
                                              Helpdesk, IT Service
                                                  & Customer


Delivering Integrated IT & Customer Service
Management Solutions
           About ITIL - Information Technology Infrastructure Library

•   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’
    ITIL is aimed at:
    • Help Desk / Service Desk Managers
    • IT directors and managers
    • Chief Information officers
    • Quality Managers
    • Project Managers
    • IT Suppliers/Vendors
    • Anyone interested in building a business focused IT
      Service Organization
               How ITIL can help you ?

• Increase customer satisfaction
• Provide services that meet business, customer and
  user demands
• Reduce customer downtime
• Reduce number of support calls
• Improve efficiency
• Improve communications
• Identify problem areas in your products or service
• Improve resource utilization
• Provide demonstrable key performance indicators
         Proven Industry Benefits of Embracing ITIL

Procter & Gamble
• ITIL has realized a 6% to 8% cut in operating costs. In
  four years, the company reported overall savings of
  about $500 million.

Zurich Life
• By implementing ITIL to maintain service desk
  consistency the company has reduced the number of
  contracted IT staff from 30 down to 10.

Capital One
• An ITIL program has resulted in a 30% reduction in
  systems crashes and software-distribution errors, and
  a 92% reduction in “business-critical” incidents

* Source: Benefits of ITIL – White paper by pink elephant
       ITIL for Best Practice – Do you need it ?

• ITIL is adaptable to the requirements of companies of all
• Adaptation of ITIL, the percentage of incidents that can be
  resolved by employee self-service by using the knowledge
  base can be improved significantly
• Small organizations can benefit from the lessons learned
  of other organizations
• SMART ITIL Products can help business to Optimize
  service levels to support Strategic objectives, control
  costs, and align IT with the business.
• SMB can Initially implement Quick wins best practices in
  incident management, with service request, problem,
  change and configuration management to follow
         Which Industries benefit from SMART Suite ITIL Solutions

•       SMART Suite IT Help Desk & Customer
        Support solutions will suit the following
        Industries for supporting Internal Employees
        and External Customers using the e-
        business model.

    –    Automotive & Transportation
    –    Banks & Financial Services
    –    Consulting
    –    Electronics
    –    Healthcare
    –    Internet Providers
    –    Legal
    –    Local Governments
    –    Manufacturing
    –    Oil & Gas
    –    Retail & Whole-sale Trading Houses
    –    Education Providers
    –    Software / Customer Support
IT Process Maturity Model
                    Why SMART Suite Products

Single Solution for supporting Employees
& Customers

Meet Organizational Goals to reduce
operational costs
Attractive pricing of Product & Support    ITIL Best
Rich Out-of-the-box
features and functionality

Totally Integrated & Easy to configure
          Key Software Features

•   Multi Channel Call logging (Web Portal/Phone/Fax/Email/MOM)
•   Expedites resolution process by context sensitive knowledge help
•   Automated Workflow / Escalations / Approvals
•   Self Service
•   Ensures timely case response and resolution in compliance with
    service level commitments
•   Reporting – standard & customized
•   SMS, Email & Twitter Alerts
•   Feedback Surveys
•   Advanced Search Capabilities
•   Manager screens / dashboards
•   Multi language Ready (English – French – Arabic)
•   Supports ITIL best practices
     Incident Call Logging Process

• Supports fast call logging such as templates based, incident cloning, parent –
  child linking
• Can link to Computers and Configuration Items
• Automatic SLA’s calculations
• Automatic workflow based assignment and escalations
• Can Add Flexi-fields at run time
   Service Request Management

• Employees can create there own service requests as per the service catalog
• Can be used for automating Non IT Services as well
   Service Request Management – Approval Process

• Managers can make online approvals for important service requests
  Workflow Definitions

• Easy to use and user configurable workflow processes
• Multiple levels of escalations with Email & SMS alerting upon breach of
    Self Service

•   Browser based personalized portals
•   Available to all employees / customers
•   Users can log and check status of their own open and closed calls
•   User can add activity notes to the call
•   Muti-Lingual Options in English, French & Arabic
   Problem Management

• SMART Suites Problem management supports Incident Management
  by providing workarounds and temporary fixes, until it has found the
  root cause of Incidents.
   Change Management

• Provides a repeatable standardized methods and procedures for
  making changes.
• Helps in making Changes quickly and accurately as per the business
         Release Management

• Release & Deployment Management assists in controlled rollout of software's &
  hardware's into live production environment using a systematic approach.
  Feedback Survey for making continuous improvement in
  Service Support

• SMART Survey Management module allows creation of survey in any
  language, distribution, tracking and analysis of survey results to gather
  information of Customer Satisfaction Levels
• Based on the feedback & analysis of the survey results, IT & Business Service
  providers can continuously improve there service levels.

•   We provide database schema to allow you to write your own reports
•   Browser based reporting through .Net architecture
•   More than 150 standard reports
•   Supports Adhoc reporting
•   Customizable Dashboards
•   Export to Adobe PDF, Excel, & text formats
•   No need for expensive 3rd Party reporting tools
                      SMART : Dashboards

Personalized Dashboards with Drill down capability for:

Employees                       Service Desk Coordinators
Employee Managers               Service Desk Managers
Helpdesk Staff                  Customers
Support Managers                Customer Account Managers

Drill down and Search capability using Hijri / Gregorian Calendar Dates
Some Key Customers using SMART Products in
                Middle East