1. 13 th December 2006 Presented By: Pramit K Patel Infinite Systems Group ITSM Awareness Seminar

2. What is ITSM?

• ITSM is short for FrontRange IT Service Management

• Is it one of the new generation of software from FrontRange Solutions who are recognised as a leader in building Service Management Applications

• Build for ITIL Best Practices in conjunction with Pink Elephant

• .NET based application that supports industry standards such as Web Services, XML, Business Process Modelling Language

• Enterprise Class Functionality with a Modular Design and High Ease of use

3. FrontRange Solution Families IT Service Management Communication Interaction Management Customer Relationship Management

4. FrontRange Solution Families IT Service Management Communication Interaction Management Customer Relationship Management HEAT Incident Problem Change Release Availability Configuration Service Level Mgmt Self Service Knowledge Mgmt ITSM MSP Inventory DiscoverNET Patch SW Licensing Business Services Asset Lifecycle IP Contact Center Unified Messaging Application Builder Quality Mgmt Outbound Dialer Redundant Server GoldMine CE Campaign Mgmt Lead Mgmt Relationship Mgmt Sales Automation Case Mgmt GoldMine Mobile GoldMine ASP GM/IPCC Integration HEAT/ITSM Integration GoldMine IP Voice Suite IP Office Suite IPCC ASP Messaging BPML Workflow Analytics Security Reporting Multi Tenancy Dashboards XML FOUNDATION Web Services

5. The ITSM Interface

6. The Interface Components Navigator Dashboard Parts Work Space

7. Dashboards

• What is It?

• It is a dynamic reporting system which offers real time, user defined views of the information on organisation metrics, assigned tasks, email and dynamic information from external systems

• Benefits

• • Allows a business user to see and work on whats important to them more effectively

• • Supports concept of ITIL Roles (i.e. Users assigned to a particular role have the same dashboard assigned to them e.g. a Service Desk Analyst)

• • Greater visibility for all of whats happening within the support environment at all times

8. Incident Management

• The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

• Normal service operation is defined here as service operation within Service level agreement (SLA) limits.

9. Incident Main Screen

10. Assigning a Task Capabilities Benefits

11. Tasks

• Form View of a new Task

• Grid View of Multiple Tasks

12. Problem Management

• The goal of Problem Management is to minimise the adverse impact of Incidents and Problems on the business that are caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents related to these errors. In order to achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation.

• The Problem Management Process has both reactive and proactive aspects. The reactive aspect is concerned with solving Problems in response to one or more Incidents. Proactive Problem Management is concerned with identifying and solving Problems and Known errors before Incidents occur in the first place.

13. Problem Module Main Screen

14. Problem Module Relationships Tasks are related to Problems in the Same way as Incidents Multiple Incidents can be related to a Problem and viewed here Root Causes can be captured and Known Error

15. Self Service Home Page Submit new Incidents View Existing Incidents using filters provided

16. Self Service Incident Screen Limited View of Information Can view Journals if published by Analysts Can Submit Attachments

17. Thank You