SMART Value Propositionsmartservicedesk.com/assets/download/IT-Service-Support-Manageme… · SMART...

SMART Value Proposition

DATASHEET

The complete modular Service Management, Governance and Risk Compliance solution

Productive on Day 1

Installed in minutes; Config-ured in hours.

Mobile Support

Mobile applications support for Android, iPhone/iPad

CAPEX or OPEX - Your choice

From Cloud or On-Premise

Tool grow with your needs

Ability to scale from 200 to 20k+ users

Support a multi-ethnicworkforce

Multi lingual

Tailored to your needs

Easy Customization and Admin-istration without need for Pro-grammingDeep Business Insights

125+ KPI Based Standard Re-ports & Dynamic reports Integrated with popular

solutions

System Center, Twitter, VOIP, Contact Center, ERPs (Oracle EBS, SAP, AX))

ROI

Enterprise class features, affordable price

SMART Service DeskIT Service Support Management Software - ITSSM

SMART Service Desk is Certified by Pink Elephant for

11 ITIL Processes Don’t work harder,

work SMART’er

Flexi-Screens

Modify Screens without program-ming

Integrated Platform

Offering integrated ITSM, Service Monitoring and GRC Platform.

Dashboards

Real-time dashboards with person-alized views

Key Features

Better utilization of IT resources

Through asset management of (infrastructure, licenses etc..) resources can be effectively utilized

Reduced downtime

Use problem management to identify root cause of incidents to avoid recurrence

Increase Productivity of staff members

Easy to Configure Workflows, for work assingnment, multi-level approvals and escalations

Optimization of SLAs

If services are managed based on service levels, penalties / disputes can be avoided

Benefits

Easy to Configure Workflow for business processes automation.

Dynamic Reports

Security

Single Sign On using AD or any custom provider

Workflows

Measure standard ITIL KPIs (standard, adhoc and scheduled)

Easily copy knowledge articles into resolutions to save time of support engineers

Speed up implementation of changes

Reduced resolution time

Changes can be implemented without causing downtime, rework, or rollbacks

Powered by Internet Information & Technologies USA – www.smartservicedesk.com

Process / Feature

Help Desk/ Case

Mgmt CRM

Service DeskPlus

ITSM Suite

Lifecycle Mgmt ITSM

Governance & Risk

Compliance MgmtGRC

IT Service Support Mgmt ITSSM

Add on Modules

on demand

Incident/Case ManagementService Level ManagementService Catalog ManagementKnowledge ManagementSurvey ManagementEmail TicketingDashboards & ReportsService Request ManagementProblem ManagementChange/Release ManagementPortfolio ManagementProject ManagementConfiguration Mgmt DatabaseAsset ManagementSoftware Asset ManagementProcurement & Vendor MgmtContracts ManagementService Continuity ManagementRisk ManagementAudit ManagementCompliance ManagementAuto Asset DiscoveryEvent ManagementMobile Apps - Android & Apple IOSWebsite/Social Media IntegrationContact Center IntegrationBarcode IntegrationAdvanced Active DirectoryIntegration with Monitoring Solution3rd Party ERP/CRM IntegrationIntegration with IOT Devices

SMART Service Desk Solutions


• Fully upgraded to ITIL® 2011 Edition process terms, align to ITIL 2011 Edition workflows and process integrations with stamp of approval by PinkVerify for 11 processes.

• Solution includes integrated Configuration Management Database – CMDB, for managing key ITIL functions and processes: IT Service Desk, Incident, Requests, Problem, Change, Release, Configuration, Service Level, and support Financial Management.

• Supports compliance and implementation of ISO 20000:2011, ISO 27001:2013, ISO 9001:2015 and COBIT Standards.

• Completely web-based client for user and administrative functions.

• Capable of handling multiple service desks / servicing teams such as IT / HR / Facilities / Administration / Operations.

• Provides excellent out-of-the-box business processes, forms and views in order to jump-start deployments.

• IT Service Management – ITSM Software Supports all major languages & Local Calendar’s.

• Provides a secure historical audit trail log for record information and updates, like Names / IDs of individuals or groups opening, updating and closing records; dates and times of status and activities updates, types of activities.

• Provides News and System Outage broadcasts from portal and email.

• Can add new fields to forms without programming or customizations.

• Flexible Designing of forms to enable the content design to meet their particular needs. Forms can be customized for each Service for request fulfillment.

• Executive dashboard with drill down capability.

• Real-time – Auto refreshing management dashboards for display on TV screens.

• Scalable Solution and supports multi-tenancy. Supports Managed Service Providers and in house IT operations.

• Can archive closed records to improve system performance.

• Solution includes integrated CMDB (Configuration Management Database).

• Solution is integrated with GRC (Governance and Risk Compliance) for improving IT Gov-ernance in enterprise, modules available are: Risk Management, Audit Management, Com-pliance Management, IT Service Continuity Management and COBIT implementation sup-port.

• Provides 24x7 accesses to technicians and end users through mobile apps on Android and IOS Devices.

01 General System Functionality

Detailed Feature List of SMART Service Desk


• System synchronizes with MS Active Directory / LDAP for user login and single sign on.

• System has ability to integrate with Microsoft’s Operations Manager & has capability to integrate with other event monitoring tools such as Nagios, Zennos and Solarwinds.

• System has ability to integrate with Microsoft’s System Center Configuration Manager for CMDB federation.

• Integrates with all major contact center solutions such as Vocalcom, Ameyo and others.

• Auto ticket creation from outside Applications / Interfaces / Websites.

• System has ability to monitor social media data from sites such as (Twitter/Facebook...) to create incidents or cases.

• Integrates with Email and SMS gateways for sending alerts and notifications to administra-tors and end-users.

• Integration with major ERPs including (Oracle EBS, Microsoft AX, SAP and other legacy ERPs).

02 Integration Options

03 Self - Service Features - End Users (Emp/Cust) can do :• Create requests for Incidents, Service Requests and Change Requests.

• Can view the service catalog of items, with images and service descriptions.

• Route Access Request Forms - ARF's through the approval process based on predefined workflow.

• Check the status of Incidents or requests tickets in a dashboard.

• Supports monitoring of active requests and incidents, using dashboards.

• Add notes or comments to a request at any time until it is closed.

• Search a knowledge base solutions & has Search capability by multiple criteria.

• Can use the service desk portal for filling in time sheets.

• View News, FAQ’s and System Outages Information.

• Respond to published Surveys as part of Continual Service Improvement.

• Can use the service desk portal for filling in time sheets.

• View News, FAQ’s and System Outages Information.

• Respond to published Surveys as part of Continual Service Improvement.


• Supports distinguishing Incidents from Service Requests.

• Supports tiered categorization structure allowing the identification of an incident with a service (e.g. service unavailable) as well as system and components.

• Incident Record has distinct impact, urgency and priority fields, with associated factors which can be defined by an authorized user.

• Has the ability to automate the calculation of priority based on defined impact and urgency factors.

• Incident Record has field or fields to designate the assignment of the Incident Record to an individual or support group.

• Allow the individuals within the support group to re-assign the incident to another group member or service desk only.

• Has ability to notify and functionally escalate (assign) an incident to an individual or sup-port group based on pre-defined parameters and thresholds.

• Has ability to notify and hierarchically escalate an incident to an individual or group based on pre-defined parameters, thresholds or manual override conditions.

• Incident Record has have a field or fields for the input of the incident description and symptoms.

• Supports automated the classification & linking of incidents for multiple related incidents.

• Has defined incident resolution and closure statuses, and automated date and time stamps.

• Facilitate gathering of customer feedback and / or rating of IT support and service.

• Can record priority changes with system time stamp, user ID, and action taken for forensic inspection.

• Can accommodate authorized manual priority overrides.

• Allows selection of a justification for manually overriding priority.

• Facilitates the establishment and application of Incident Models for specific situations.

• Supports auto creation of chronological task sequences & dependencies.

• Incident logs in the tool are protected from alteration after-the-fact.

• Limits create and update access to specific data elements by role.

• Authorized tool users can have read access to all Incident information.

• Has log of all Incident actions taken and by whom.

04 Incident Management


• Service requests may come through email, telephone, IVR phone systems etc.

• Supports - following Major activities in managing Service Requests

• Create, view, update or cancel service request.

• Route the service request to concerned approvers – prior to processing of request.

• Automatic/manual assignment of tickets to support staff based on availability, roster, holiday calendar and leave.

• Alert notify support staff and end users.

• Ability to generate different workflows with different tasks for different for IT and Non IT requests.

• Ability to restrict entitlement of services to users, based on business units or user groups.

• Provides automated status updates to requestors when a request reaches specific points in the workflow, by email or SMS, But has ability to elect to opt-out if needed.

• Enable the user to answer a satisfaction survey before closing the request. Only if the request is completed to the satisfaction of the requester, it can be closed by the service desk.

• Provides the capability to establish self-help access to pre-defined lists of services.

• Supports Multi-level Service Request Approvals prior to the request being fulfilled.

• Enables Request Models to be set up for common requests, with auto multiple tasks initia-tion, when one service request is raised to automate complex requests like new employee joining.

• Send Escalation alert messages for ( supports both functional & hierarchal escalation) on overdue service requests, at any stage of the request fulfillment life cycle.

• An Approver can nominate an Alternate Approver, without changing workflow.

• Integration with Service Level Management to track and ensure compliance with service level agreements (SLAs).

• Configurable workflow for routing assignments as per pre-defined business rules.

• Users can request parts and Support Staff can issue parts with real time inventory tracking.

• Work Orders or Tasks can be created and assigned for fulfilling a service request.

• Supports process for billing or cross-charging for the request being fulfilled for ongoing costs of Request Fulfillment E.g.: by division, by department, by location, against particular cost centers.

• Integration with Service Level Management to track and ensure compliance with service level agreements (SLAs).

05 Request Management


• Configurable workflow for routing assignments as per pre-defined business rules.

• Users can request parts and Support Staff can issue parts with real time inventory tracking.

• Work Orders or Tasks can be created and assigned for fulfilling a service request.

• Supports process for billing or cross-charging for the request being fulfilled for ongoing costs of Request Fulfillment E.g.: by division, by department, by location, against particular cost centers.

• Facilitates the creation, modification, and closure of Problem records.

• Configurable problem process and categorization templates.

• Prevent closure of a problem before all assignments have been resolved.

• Known error records can be created and known errors are visible in ( CI / Asset records, incident records, change records and knowledge data).

• Route and assign Problem records to pre-defined support staff or groups.

• Impact and urgency codes to be assigned to Problem records.

• Facilitates progress tracking and monitoring of Problems.

• Escalates Problems after pre-defined thresholds of SLA’s have been breached.

• Sequentially record diagnostic activities and symptoms of the fault to help in root cause analysis.

• Facilitates incident trending for pro-active problem identification by having ability to show historical and related incidents over time.

• Supports creation and use of problem models.

• Supports management and documentation of the major problem reviews.

• Integrated with SMART Knowledge Management to support investigations, diagnoses, root cause analysis techniques, and creating / updating workarounds, temporary fixes and resolutions.

• Facilitates the generation of customizable mgmt reports for trend analysis.

• Facilitates the association and maintenance of the relationships between Incidents, Known Error records, Problem Records, RFCs and release records for use in matching, trouble-shooting and resolution.

• When a Change has been successfully implemented the closure of all linked Known Error / Problem records is automatically initiated.

• Problem resolution can include workarounds this information can be visible in (Incident, Service Request records, Change , and Release).

06 Problem Management


• Automates changes processes and supports core ITIL best practices.

• Supports workflow best practices and/or ITIL for emergency, normal and preapproved changes.

• Ability to automatically produce the change schedule (FSC) and display in Calendar with sorting and filtering of calendar views.

• Facilitate the recording and storage of Request For Change ( RFC ).

• Customizable workflow features for approvals, assessment, and schedule.

• Automated notification of RFC's to appropriate person(s) when change status is updated.

• Document back-out procedures, installation and turnover documents within the RFC.

• Easily identify the affected CIs whenever a change is made to a particular CI and relations can be displayed in a graphical manner.

• Supports Routing of RFCs to the appropriate authorization bodies like Change Advisory Board (CAB).

• Plan the change with necessary roll-back plans.

• Monitor the change request life cycle.

• Capability for scheduling changes

• Auto-assignment, workflow, intelligent routing

• Can auto create task records for a specific change record, for separate assignment to an individual or a group

• Approval workflow supports following:

• Ability to automatically send approval requests to designated approvers based on change type

• Ability to record approver responses.

• Ability to change status, if approval criteria met.

• Ability to have multiple approvers in sequential or parallel manner

• Have CAB Approvals

• Ability to record Risks associated with Change and perform complete risk assessments before the change

• Allows recording of impact assessment information such as, embedding of attachments Related to financial/business/technical reviews

07 Change Management


• Automates changes processes and supports core ITIL best practices.

• Supports "preapproved changes" from a list of predefined templates with prepopulated content, such as categorization, summary text, etc.

• Supports recording of Change schedules for build, testing, and implementation

• Record change policy and back-out procedures within the Change record

• Supports the planning, management and successful rollout of approved changes using Release management

• Can promote one or more RFC(s) to a release records, with corresponding notifications

• Change workflow can record release activities for transfer of rollout plans in release records.

• Can create RFC, from an incident/problem/known error record, and automatic population of the RFC content

• Integration with Service Level Management

• Can restrict changes, during change blackout dates

• Can relate post implementation incidents and problems resulting from an implemented change

08 Release Management• Support full lifecycle of release management.

• Log a Release so that changes can be identified and related to the release.

• Easily capture the release date and time, and who will be implementing.

• Attach files and documents within a release record.

• Get online approvals of releases using approval requests to the appropriate approvers.

• Display impacted CIs (information which is derived from the related Assets / Configuration Items and Software’s).

• Notify the assignee of the task and due date of associated Release rollout.

• Alert release manager when approvals are past due.

• Approver comments are recorded for each approval, and store approval history for a Release.

• Real-time dashboard that allows the Release manager or any other approved user to quickly ascertain details on release management in one location.

• Search all releases by any release data attribute using simple or advanced query options.


• Integrated with Problem Management allowing for the linking of Problem and Known Error records to Release records.

• Integrated with Change Management allowing for the linking of Release records to Change records.

• Easily get required information from the CMDB or Definitive Media Library for release build and deployment activities.

• Release deployments can be subject to scheduling and approval requirements managed by the change management process.

• Have full visibility into changes, which are associated with releases.

• Release deployments can be subject to scheduling and approval requirements managed by the change management process.

09 System Asset & Configuration Management• Simple or Complex Cis of varying complexity can be created, such as entire systems, single

hardware items or single software modules.

• Assets and CIs can be created with different attributes such as unique CI identifier, category, type, name, description, version, location, supply date, license details, owner, status and others depending on the type of CI.

• Configuration Baseline can be created, that can be used for reverting to trusted versions.

• Support data federation and reconciliation with other data sources within the Configura-tion Management System.

• Graphical Representation can be made to display data in the form of models and maps of the relationships between CI's.

• Integrated with Incident, Problem, Change, Release Records to enable the creation and maintenance of the linked hierarchic and networked relationships between CI's, which can help in management reporting, by having business impact analysis, using graphical displays.

• Change Control prevents CI records being updated without appropriate change approvals.

• Supports recording of CI details of varying complexity from simple to complex, such as entire systems, single hardware items or single software modules.

• automatically identify other CI's affected when any CI is the subject of an incident, prob-lem, known error record and RFC.

• Automatically updates version number of CI, if the version number of any of the compo-nent CI’s are changed.

• Can add custom fields to the CI Type, without customization, using flexi fields.

• Supports complete asset lifecycle management – end to end.


• Support Asset acquisition – procurement, configuration and warranty tracking with a lifecy-cle management approach.

• Ability to manage all critical assets that drive the business (IT and non-IT assets).

• Support linking definitive media libraries DMLs to the CMS/CMDB.

• Vendor and Manufacturer profiles tracking.

• IT Asset Discovery - Automated hardware and software detection – for on-premise installa-tions.

• Unauthorized CI Report shows, unauthorized additions of CIs to the infrastructure.

• Ability to interface with Inventory Control tools.

• to automate gathering of asset and inventory information.

• Ability to discover, verify, record, and control all Configuration Items (CIs) through their entire lifecycle.

• Tracks all important CI Technical Attributes like Processor info, hard disks & RAM capacity.

• Tracks all important software information such as applications installed, service packs, updates …etc for each asset.

• Supports Software License Management.

• Provides a unified platform for asset and service management.

• View Track receipts, manuals and asset documentation.

• Link assets to owners/locations/branches/departments.

• Contract management (Annual Maintenance Contracts).

• Support preventive and corrective maintenance.

• Ability to track both fixed and variable costs of Cis / Assets.

• Create inventories reports/graphs to analyze trends or distribution.

• Track invoices and service history.

• Purchasing requests, actions and status management.

• Built-in Remote Support and Extensible user interface for linking to external support desk-top management applications, remote control and monitoring tools.

• Generates notifications for staff depend on preventive schedule.

• Track purchase requests information's details and link them with the related assets and vendors.

• Create sequential asset code series based on asset type or category.


• CI are Integrated with Incident / Requests / Problem / Change / Release records.

• Integrates with Knowledge Management allowing for the linking of knowledge to CI records.

• Track CI or Asset status and lifecycle management such as procurement, stored, configured, deployed, active and retired stages to support release impact analysis, planning, rollout and deployment activities.

• Assets can be assigned to any owner in their lifecycle, with historical tracking of ownership.

• Supports all contracts information and with email alerts before contract expiration.

• CI records can be deleted.

10 Procurement Management• Manage complete life cycle of parts.

• Track vendor profile information for easier orders for refills or replacements or any other issues.

• Users can request parts via service request parts.

• Support Staff can release the inventory of requested parts.

• Multiple Store Support.

• Complete Purchase Order Functionality.

• Multi-Currency Support.

• Automatic Alert Notifications.

• Alerts can be raised if inventory falls below safety stock or re-order point.

• Ability to support barcode tracking for inventory and assets check-in and check-out.

• Handheld devices custom integration possible for Inventory Cycle Counting.


• Keep track of Supplier Contract Details for each Configuration item.

• Manage any type of contracts, hardware annual maintenance agreements, software license agreements, patent, material transfer agreement, intellectual property agreement.

• Contract Managers, IT Managers, Project Managers, and key decision makers can access contract data from any web-browser.

• Link and Associate related Contracts together.

• Can create contracts to manage preventive maintenance Health Checks as per the service agreements with customers.

• Track contract costs and pricing information.

• Centralize and track Contracts according to your standard codes, categories, departments, locations, and more.

• Used to help meet contract compliance, audits, and governance, such as Sarbanes Oxley (SOX), ISO, ITIL and State and Federal Regulations.

• Has Ability to Import/Export data and integrate with common ODBC complaint databases and third party systems.

• Provides e-mail notifications for contracts, tasks, milestones, action items, and payments.

• Can track payments and Contract profitability.

• Tracks Vendors & 3rd Party Contacts Information.

• Supports Vendor Login to request new contracts review notes, and upload documents.

• Track unlimited notes/comments.

• Ability to have separate fields based on contract type.

• Ability to support, search on any field via ad-hoc searching, search results can be exported to Excel /PDF and other formats.

• Ability to create reports with standard Report Builder.

• Help System with Online user manuals, demos and video tutorials.

• Ability to link or copy contracts with a click of the mouse and link to previous versions to retain history.

• Supports workflow engine for online approvals & escalations.

• Ability to support Calendaring integrated with contract notifications; exporting of Calendar to MS Outlook and of i-Calendaring systems.

• Ability to provide access to contracts via mobile phones on specific platforms.

11 Contracts Management


• Supports creation and management of service portfolio records.

• Supports SPM lifecycle stages of service pipeline, service catalogue and retired.

• Service Portfolio Integrate with Service Level Requirements (SLRs).

• Supports recording of new service developments.

• Supports lifecycle management of services in the stages of defined, analyzed, approved and chartered.

• Supports recording of business cases as supporting documentation and information on Business processes supported, business owners, business users and value proposition.

• Supports the recording, updating, monitoring and tracking of a Service’s transition statuses and activities.

• Provides lists of Business/Technical Services, Pipeline Services and Retired Services.

• Supports recording of technical aspects of the services such as software applications used, IT owners, supporting services, dependent services, and, OLAs, UC contracts and service agreements.

• Supports recording of financial information about services, such as costs and charges.

• Supports service inventory to be recorded.

• Supports Linking of Services to required capabilities and resources.

12 Service Portfolio Management

• Create and Manage Service Level Agreements - SLAs, Operating Level Agreements - OLAs and Underpinning contracts - UCs in Configuration Management Database (CMDB).

• Supports multiple SLA structures such as master agreements with extensions or adden-dums for specific business units.

• SLAs can be recorded for business units or departments, so that impact can be assessed if a service is performing below agreed service level targets.

• Features to capture information on business criticality & service level targets.

• Able to prioritize incidents, problems, changes based on SLA's.

• Link clients and staff with holidays and work schedules.

• Provides a stated support level provided to group of users for given business service.

• Provides the administrators with simple SLA components to configure Service Level Targets, without need for dealing with programming code.

• Ability to define and manage services with Availability Info.

13 Service Level Management


• Service Achievements are measured based on operating hours, accounting for nights, weekends, & Holidays.

• Unavailability of a technician will automatically re-assign incidents, problems & service requests by sending an email/sms alert to the alternate technician.

• Monitor OLA's and supplier performance metrics in Underpinning contracts (UC's).

• Automate service availability and performance thresholds monitoring against defined SLA's.

• Supports Escalation notification through multiple means including e-mail & SMS phone text.

• Application Administrators can configure escalation notification process for support staff, support groups, managers and supplier contacts.

• Ability to associate individual with contracts and services (SLM).

• Alert notifications in Application or via emails to IT employees to provide service related information including outages and other issues.

• Provides a single source of consistent information on all production / live services.

• Provides different views of the Service Catalog, such as Technical Service Catalog and Busi-ness Service Catalog.

• Can define services with associated features, benefits, service levels, pricing/costing, com-ponents.

• Non-IT based people / Business users can create service definitions, design service work-flow and easily publish these services into the catalog.

• Supports structured content framework (services, subservices, etc).

• Service dependencies / relations, highlights potential impact if a service is added, modified or deleted.

• Provides prepackaged Service Catalog content out of the box.

• Configurable service definition templates / service models - out of the box.

• Quickly find services via a search engine / key word search.

• Easy handle different service states (Like, services in design versus services in production / retired).

• Self Help features like providing user training information like access instructions, entitle-ment and ordering instructions.

• Create and track Service Requests and Incidents through the Service Catalog.

• Ability to record availability metrics (downtimes).

14 Service Catalog Management


• Provides a single source of consistent information on all production / live services.

• Provides different views of the Service Catalog, such as Technical Service Catalog and Busi-ness Service Catalog.

• Can define services with associated features, benefits, service levels, pricing/costing, com-ponents.

• Non-IT based people / Business users can create service definitions, design service work-flow and easily publish these services into the catalog.

• Supports structured content framework (services, subservices, etc).

• Service dependencies / relations, highlights potential impact if a service is added, modified or deleted.

• Provides prepackaged Service Catalog content out of the box.

• Configurable service definition templates / service models - out of the box.

• Quickly find services via a search engine / key word search.

• Easy handle different service states (Like, services in design versus services in production / retired).

• Self Help features like providing user training information like access instructions, entitle-ment and ordering instructions.

• Create and track Service Requests and Incidents through the Service Catalog.

• Manage full life cycle of knowledge articles through (e.g., submission, editing, review, approval, publishing, usage monitoring, etc).

• Provide knowledge management capabilities by floating the most helpful articles to the top, in order of closest match to search.

• Automatically create knowledge articles from incident, problem and change modules.

• Rich-text editor (RTE) and web/ hyperlinks within knowledge documents and attach files and images to knowledge documents.

• Provide clients with 24/7 access to knowledgebase.

• Different knowledge-based views for SD staff and end users.

• Automatic cross reference to similar problems, with notice at data entry.

• Copy existing solutions from the knowledge base to the opened incident resolutions to automatically populate a knowledge article into an incident.

• File attachments and links can be added, such as screenshots, internally stored documents, and internet-based information.

15 Knowledge Management


• Items in knowledge base can be marked as FAQ’s / Checklists.

• Supports recording of information about legislations such as for SOX, ISO 20000, ISO 27001 and others.

• Ability to launch fast knowledge searches using the categorization.

• Search based on keyword, Boolean string or string of characters, with wild cards.

• Easy to cross reference solutions for re-use.

• Ability to inactivate records of any sort, but can still search and retrieve them.

• Technicians can publish solutions to a knowledge base.

• Supports creation and maintenance of links between related Knowledge Records.

• Allow user feedback to rate knowledge articles.

• Tracks how often a Knowledge Record is accessed or used.

• Helps in management of events throughout their lifecycle.

• Can record sufficient details for each event generated from various sources; such as the device identity, component / device concerned, type of failure and date and time.

• Can escalate alerts to support staff, engineers and third party suppliers as per the configu-rations made.

• Can filter event alerts by those that are for information, a warning or an exceptions.

• Supports Automate the identification and consolidation of duplicate events.

• Supports the creation of business rules and workflows for actions to be taken for different event types. For example for information alert, can log and close the event; For warning / exception alert can notify support and create an incident.

• Events can be prioritized. Event priority assignment can be made based on the criteria and rules set with the application.

• Automates the identification and consolidation of duplicate events.

• Can consolidate events from across various domains/platforms such as Multiple hardware types, OS platforms and monitoring systems.

• Supports interface with incident and Change management for alerts, notifications and/or exceptions.

• Supports association of events with CI records in the CMDB.

• Tracking Trend reports are available to track trend of events during a particular period.

• Consolidate events from across various domains/platforms.

16 Event Management


• Supports overall business continuity management (BCM) process by ensuring management of risks that could seriously affect IT services.

• Supports detailed Business Impact Analysis functionality to have following features:

• Identification of key business activities

• Assessing the impact of disruption

• Identifying the Recovery time objectives (RTO) and Recovery point objective (RPO)

• Dependencies and Recovery needs

• Provides Business Impact Graphs showing the anticipated impact of the loss of an IT service over time.

• Supports definition of minimum time for recovery, to be specified within which minimum levels of recovery are achieved.

• Provides list of critical contracts that are required for the delivery of critical services.

• Provides list of services and/or vital business functions showing the recovery option for each.

• Can record and plan service continuity test plan for each service and configuration items, services and facilities that are to be carried out.

• Can record the results of service continuity tests that have been carried out.

• Supports Service Continuity / Disaster Recovery hierarchical escalation and notifications.

• Supports the development of a detailed recovery workflow for Service Continuity and Disaster Recovery activities.

• Integrates with Incident Management to enable the escalation of incidents to major inci-dent or “disaster / crisis” status.

• Integrates with Knowledge Management databases to support controlled access to criteria to invoke ITSCM plans and to service recovery procedures.

• Has Document Management features which provide the means for effective change con-trolled document management for policies, requirements, procedures and plans.

• SLAs and service targets can be applied to for services Operating at a recovery site.

• Integrate with Configuration Management Database (CMDB) to enable rapid access to Configuration Item attribute details and relationships in graphical representation.

• Integrated with change management to enable RFCs to be raised for Changes to ITSCM documentation.

• Integrated with Incident Management to enable the escalation of incidents to major inci-dent or “disaster / crisis” status.

17 IT Service Continuity Management


• Shows costs for individual services.

• Supports cost allocation to various cost centers.

• Ability to record activities and time spent.

• Supports charging tiers based on service levels such as bronze, silver and gold.

• Supports different Cost Types such as, (Hardware purchases, Hardware maintenance, Soft-ware licenses, Software maintenance etc...)

• Supports Shared Service Model to allocate service costs to one or more business units.

• Ability to invoice based on time accounting and parts used.

• Able to integrate with Finance tools such as Oracle EBS, SAP, AX, QuickBooks, for purchas-ing, accounts payable, and accounts receivable/billing functions.

18 Financial Management

• Gives dispatchers a dashboard of information, including each technician's work orders and status.

• Create Sales Quotes for customers.

• Easily Create invoices for work orders and parts sold.

• Track technician tasks.

• Process work order invoices separately for products within warranty and outside warranty.

• Record time sheets for work orders.

• Built in CRM features to store all the customers, contacts and equipment information you need to do the work order jobs right at the first time.

• Work order can be related to projects.

• Mobile apps facility on Android and iOS.

• Integrated with ERP Systems ( Oracle EBS - e business suite).

19 Work Order Management


• Plan, track and manage all IT projects in your organization.

• Track time against any work in the system.

• Manage any type of project from individuals to enterprises.

• Manage IT Projects and Service Portfolios.

• Manage Project Budgets and track variance.

• Record project Risks and Priorities for work execution.

• Manage Relations between Projects, Work Orders, Incidents and Change Records.

20 Project Management

• Allows Delivery of Survey Invitations when an Incident or Service Request is closed.

• Manual Delivery of Surveys to Selected Audience.

• Create Multiple Different Survey Types.

• Unlimited User Defined Fields for Survey Questions : Drop-down, Radio Button, Checkbox, or Text Box Fields, Required or Optional Survey Questions, Required or Optional "Additional Information" Text Boxes.

• Survey Invitations can be send via Email.

• Allows Customizable Email Invitations & "Thank You" Verbiage.

• Provides Analysis in form of Graphical Survey Results.

21 Survey Management

• Built in executive management reporting and configurable Dashboards.

• Report against requests/incidents using a variety of non-related classification types and be reported against timeline.

• Classify by user definable classification types with the ability to filter against organizational structure.

• All reports can be scheduled, which are sent automatically to subscribers.

• KPI's reports available for service delivery and service operations.

• Easily construct queries and reports from any combination of database fields including meta data.

• More than 150 pre-defined OOBE reports in System in Multiple languages.

22 Reporting & Dashboards


• Simplified Administration.

• User-friendly processes, terminology and features.

• Assign different views, forms to staff or group.

• Provide administrators the ability to enable/ disable Users account.

• Ability to support administrator role that provides for complete system access.

• Search database to retrieve records based on any field.

• Email notifications sent to users based on rules.

• Email Listener - To convert emails to incidents.

• Email notifications sent to staff based on rules.

• Access levels and privileges for accounts.

• User fields/function keys to allow easy customization.

• Spell checker for free form text entry fields.

• Easy cut, copy, paste from email to ticket, and easily automate ticket from emails.

• Support attachments and URL's.

• Frequently asked questions (FAQ) system.

• Provide administrator with ability to segregate group's data based on roles.

• Automate business processes and build workflows.

• Create service-based business rules.

• Dynamic form creation based in required data / service.

23 System Administration Features


For more information, please contact:

Internet Information Technologies600 W. Ray Road D-3, Chandler, AZ 85225, USA.

USA: +1 602 235 0976UK: +44 741 185 2387South Africa: +27 12 997 4686Email: [email protected]: www.smartservicedesk.com

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