iet itsm - iet-solutions.com · release and deployment management u store, maintain, prioritize and...

iET Solutions has been awarded with the PinkVERIFY™ 2011 andglenfisPassed™ certificates for 13 ITIL® processes.

The IT Service Management solution, iET ITSM, is fully built around ITIL® best practices. Our solution set for IT Service Management, CMDB/CMS and software asset management deliversuproactive service environment to quickly resolve incidents and reduce

downtime,uintegrated, enterprise-wide view of business services, IT services &

infrastructure,uIT that is integrated with business goals, as well as customer-oriented

services,ucontrolled, error-free changes in services & infrastructure aligned with

compliance regulations.For detailed information about our solution offerings please visit www.iet-solutions.com

ITIL® Edit ion 2011 — Innovative Use of Best Practices

ITIL® Edition 2011 is the current version of theIT Infrastructure Library. The focus ofITIL® Edition 2011 is on the alignment of IT Services with business processes in order to maximize business value. To achieve this goal, a Service Lifecycle has been set up that covers the following disciplines: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

iET® ITSM: Comprehensive Solution for Service Management

D A T A S H E E T

Incident Management (Service Desk)uReceive and prioritize incidentsuSLA (Service Level Agreement) timeline to show resolution progressuClassification by service and technical categoryuCreate templates uReactivate closed incidentsuAssociate superior incidents (parent/child)uLink incidents to problems, change requests and configuration items

(CIs)uGraphical visualization of affected CIsuAccess solutions in the knowledge database, search by category

and/or key worduIncident checklist

Request Fulfillment uRequest or cancel any IT service: hardware, software, access rights,

data recoveryuWarehousing: book-in and book-out of IT services uAutomatic creation of incidents, changes and CIs based on type of

service requestuAutomatic initiation of workflows based on type of service requestu Approval & fulfillment processes, based on signing permissions and

budget authorityuIncident checklist

Self-ServiceuAccess for end users, customers and partners/vendorsuLog and track status of incidents, change requests and service

requestsuAccess to own CIsuMaintain and edit user profileuOnline interaction with Service Desk representativesuFAQs, and access to knowledge management databaseuNews-ticker and whiteboard for current newsuMulti-language support


Knowledge ManagementuAutomatically import entries from incident and problem managementuPrioritize solutionsuSet expiration datesuEdit, publish knowledge database entriesuAssess quality of solution entriesuEmbed multi-media elements, video storage, graphics, links

Problem ManagementuLog and prioritize problemsuSLA timeline to show resolution progressuGraphical visualization of affected CIsuClassify by service and technical categoryuAutomatically transfer workarounds to knowledge management

databaseuDocument workarounds and known errorsuLink to related incidents, change requests and CIs

Change ManagementuPrioritize and log change requestsuSLA timeline to show resolution progressuGraphical visualization of affected CIsuClassify by serviceuCreate templatesuMulti-level authorization process: parallel or sequentialuElectronic signature for authorizationuAdd back-out planuForward schedule of change, view maintenance windows and

change freeze periodsuLink to incidents, problems, releases and CIsuImpact analysisuProcess monitoring (graphical workflow editor)uRisk analysis


Release and Deployment ManagementuStore, maintain, prioritize and track the status of releasesuStore and maintain rolloutsuGraphical visualization of affected CIsuCreate templatesuMulti-level authorization process: parallel or sequentialuElectronic signature for authorizationuAdd existing change requests to a releaseuLink to CIsuAutomatic update of the CMDB

Service Asset and Configuration ManagementuCreate and maintain CMDB and CMS (Configuration Management

System)uGather data about IT assets with iET Inventory Center or 3rd party

discovery toolsuImport and compare variances between the IT infrastructure and

CMDB data using iET CMDB IntelligenceuBatch generation and maintenance of CIsuMaintain system CIs/shared services:

link CI supporting various services to multiple customersuDefine and maintain components and attributes of CIsuEntitlement concept for attributes, e.g. for related costuAdd back-up relations for CIsuCreate templatesuUser cross referenceuHistory of incidents, problems, changes, releases and availabilityuGraphical display of CIs including their relations, write CIs back to

CMDBuCreate baseline uBaseline comparison with different versions

Service Portfolio ManagementuCreate service portfolio including service hierarchy for structured

presentation of services uLifecycle view of service portfolio offeringsuAssign attributes to services


Service Catalog ManagementuAdministration and management of the service cataloguSeparate between technical service catalog (IT point of view) &

business service catalog (customer point of view)uShopping cart: integration of service catalog with service request

process

Service Level ManagementuManage contracts: service level agreements, operational level

agreements, underpinning contractsuBuild customer-specific SLAs based on services, CIs, contacts and/

or locationsuTrack customer-specific pricing agreements for service-based billinguPenalty managementuSet individual milestonesuValidation checkuCalendar comparison (work hours, holidays, etc.)

Availability ManagementuCalculate downtime of CIs and service availability logged in incident,

problem and change managementuColored coding of CI availability in incident, problem and change

managementuConsideration of defined values when calculating availability, e.g.

umaintenance windows uback-up systems uaffected users uservice impactuComparison of actual values with SLAsuGraphical visualization of CI downtimesuAssessment of “mean time to repair” (MTTR) & “mean time between

failure” (MTBF)uFailure log


Event ManagementuEvent design and management, including business-related rulesuGeneration of events based on monitoring system datauGeneration of events based on email and file outputuAutomatic fill-out of templates based on event typeuAutomatic generation of incidents based on event type

Financial ManagementuCost controluManagement of cost per CIuManagement of labor costuManagement of cost typeuComparison of cost with service level agreement revenues

Supplier Management/Account ManagementuLocation/address managementuElectronic address book for account contactsuCustomer/vendor profileuContact profileuHistoryuDetailed master data

Superior Functionality for all Processes

AdministrationuUser-customizable dashboards to gain insight of the most important

informationuUser-customizable charts uData drill-downuDiary entriesuHistoryuCustomizable notification managementuCustomizable escalation mechanismuCustomizable, automated workflows


Action Management / Action plansuDefine and maintain process related action plansuTo-do listsuGroup and user conceptuProcessing statusuResource planningu“System automatic actions“ based on pre-defined action plans

Functional AdministrationuCustomizable priority managementuRole-based privileges down to the field leveluManage content of pull-down menus

Full Text SearchuSearch across all processes to which the user has accessuSearch on databases and at file leveluAdvanced search operators (and, or, not etc.)

Reports and AnalysisuStandard reportsuCustomizable analysis, support for Crystal ReportsuAd-hoc reports uGraphical and list based analysis


ABOUT iET SOLUTIONS

Building on more than 20 years of industry expertise, iET Solutions, a division of UNICOM® Global, is recognized as a leading global provider of IT Service Management (ITSM) and Software Asset Management (SAM) solutions for mid-size and large enterprises. Over 51,000 users in 26 countries partner with iET Solutions to drive the success of their IT operations and infrastructure.

Locations

Worldwide HeadquartersiET Solutions, LLC.UNICOM Global HQUNICOM Plaza Suite 31015535 San Fernando Mission Blvd.Mission Hills, CA 91345, United States

Phone: +1 818 838 [email protected]

European HeadquartersiET Solutions GmbHHumboldtstr. 1085609 Aschheim, Germany

Phone: +49 89 74 85 89 [email protected]

UK HeadquartersiET SolutionsMacro 4 LimitedThe OrangeryTurners Hill RoadWorth, CrawleyWest Sussex RH10 4SS, United Kingdom

Phone: +44 12 93 87 23 [email protected]

© 2017 iET Solutions. All right reserved. iET® and the iET Solutions logo are registered trademarks of iET Solutions, LLC. All other brands or products are trademarks or registered trademarks of their respective holders and should be treated as such.

ITIL® is a registered trademark of AXELOS Limited.

TechnologyuSmart client based on Microsoft .NET Framework uHighly scalableuOpen data modeluEasy adaption using the graphical developer’s environment

iET Developer StudiouSupport of common databases such as MS SQL and OracleuAPI-interfaceuIntegration of 3rd party software (E-Mail, ERP, etc.)uIntegration of mobile devices (iOS, Android)uIntegration of computer telephony uMulti-client capabilityuMulti browser support (Internet Explorer, Firefox, Safari)uWeb load balancing


iet itsm - iet-solutions.com · release and deployment management u store, maintain, prioritize and...

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