for ITSM2012 version

Pat Group: Helpdeskadvanced for ITSM en-1.00

IT service Management &Symantec Altiris Integration

It's a scalable software solution, flexible, highly configurable for IT process management for SMB and organizations.

Highly scalable to connect with other open backend systems, Helpdeskadvanced is a tool for IT Service Management, based on the ITIL V.3 standard.

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17400+ 10k+Installations Years of experience Active licenses

Helpdeskadvanced for ITSM comes from 17 years of experience from the Helpdeskadvanced suite. With over 400 active installations worldwide, Helpdeskadvanced is the innovative

solution for the IT governance for your organization.

9countries where it’s

used

3Awards

21Available modules

Scalable functionalitiesOver 20 components available and more

are in the pipeline for future release

Features

MultilanguageAvailable in 6 languages

ConfigurableConfigurable with no need for scripting

languages or custom code.

IntegratedVia a SOA architecture using webservices it connects with your IT back-end systems

MultichannelMultichannel support

EasySteep learning curve, no need for training

or complex configuration

Cost effectiveThanks to a dedicated web portal for self

support 24/7

AutomationInnovative workflow and process

management

Always onConstant check and ticketing process

automation

SAAS On Premise

Helpdeskadvanced for ITSM fully complies to ITIL V3 standards and implements all the features that your organization needs to improve and manage the IT service life cycle.

It enables continuos improvement and optimization to increase your ROI.

ITIL standard

Organization

Features for ITSM20 different components can be integratedA functional and technical scalable platform

KNOWLEDGEMANAGEMENT

RESOURCE PLANNING

EVENT MANAGEMENT/

MULTIMODE MANAGEMENT

SERVICE REPORTING/

MONITORING AND CONTROL

SERVICEMANAGEMENT

ASSET & CONFIGURATION

MANAGEMENT

CHANGE & WORKFLOW

FULLFILLMENT

REQUEST FULLFILLMENT

CMDB

Compliant to ITIL V3 standards

Compliant to CMDBF specifications

(www.cmdbf.org )

Integrated with HDA in federated mode

Integrated with third-party tools and

webservicesGraphic editor tool

ITIL compliant components integrated with Helpdeskadvanced to plan and manage IT resources according to ITIL standards.

.

Service Management on multi-channel

HDA CTI LinkCustomer care

components for VOIP and telephone hub

HDA FAXSoftware and

hardware components for FAX

automation

HDA SMSSoftware and

hardware components for SMS

sending and receiving process

management

iWEBIT support via a

dedicated web portal

HDA MAILAdvanced integration with email systems in

a two-way mode both for customers/users and for staff

Helpdeskadvanced is not a simple ticketing system, but an innovative solution to support multi-channel IT Service Management.

HDA SOCIALSocial Network driven

support (Twitter, Facebook)

Web based support

Full life cycle ticketing management

Online self service support thanks to a dedicated website managed by cms panel.

On line FAQ and Knowledgebase

Shared Download workspace Users Forum

NewsManagement

Customizable administrator UI Secure access authentication Available in 6 languages

Automated email driven support

Multidomain management (support@xyz.it;help@xyz.it)

Automatic routing Automatic, event and action triggering

Ticket driven custom messages

Spam control Reduced investment in dedicated operators for

callbacks

Reduced update requests (20%)

Increased customer satisfaction

support@acme.com

Send reply

HDAMail

Mail verifications and rules application

Subject: password recovery”Hi, how can i recover my email

password?”

TicketManagement

Subject: RE: password recovery”Dear John White. Please follow these

instructions..”

Modules and featuresDedicated functions and features for different IT Service management applications.

SDKSoftware Development

Kit, tool for development with external systems as

well as internal development

XML .NETModule for the integration

into system networks through XML protocol

WORKFLOWAutomation of operative

flows within Helpdeskadvanced

WEB MULTILANGUAGE

Language tool

ADVANCEREPORTING

Advanced and interactive data analysis module

TRACKINGCustomer/user

management and trouble ticketing

STAFFManagement of cost

centers, tasks, profiling of support personnel

HELPDESKCompany knowledge

base

ASSETManagement of hardware

and software components

ANALISYS/REPORT

Basic analysis and reporting module

To see all Helpdeskadvanced modules visit:www.helpdeskadvanced.com

Admin interface

Configurable and available in 100% web-based mode

Functional, easy and intuitive web based interface.A single UI for the best user experience for customer support.

Multilanguage support Increased product performance

Scalability Enhanced usability Based on rules rather than functions

Multi-language user interfaceFrontend interface available in 6 languages

ITALIAN ENGLISH FRENCH SPANISH GERMAN RUSSIAN

XML.net

Real time information

Developed for 3rd party system integration and outsourcers. Provides access to the entire HDA for ITSM suite by means of Webservices based on XML/JSON technologies. Simplified

integration with external systems, in order to keep data constantly aligned.

Reduced data management cost Secured data Reduced requests

Cost effective by reducing manual operations

Easy data and event integration in a networked environment.

Data sharing across different ticketing systems providing cost reduction in batch data transfer. System indipendent

XML.net XML.net

Altro Helpdesk

ProviderReseller

Altiris integration

the integration between Altiris and HelpdeskAdvanced for

ITSM is ready to go without long setup and configuration times

Ready to use

Helpdeskadvanced for ITSM offers a module which fully integrates Altiris from Symantec making it possible to work bi-directionally between the two platforms and achieve effective,

complete IT Governance.

Data, actions and information are integrated across the two platforms and can be viewed

and used bi-directionally from within each platform console

Bi-directional The integration has been

designed to facilitate the work of dedicated staff via the creation of simple commands available

on the menu and data integrated into the console

Easy to use

Live

Definition of rules for importing assets into HelpdeskAdvanced for ITSM. This functionality means that devices found and managed by Altiris and defined as assets in HelpdeskAdvanced for ITSM are automatically loaded and kept up to date and can be configured via filters that show which data and functionality to transfer.

Asset Discovery

Enables access to the remote control tools available in Altiris for selected devices directly from the HelpdeskAdvanced for ITSM interface.

Remote Control

Provides access to the device detail interface imported by Altiris via the ticket (or asset) detail in HelpdeskAdvanced for ITSM. This makes more information available and allows for specific Altiris functions and/or actions to be called up. Integration of event management with email: Generate a ticket based on the receipt of an email previously formatted by Altiris. The ticket is linked to the asset that the event has been generated by and is automatically sent to the correct management group thanks to assignment rules.

Single ticket & asset view

• Generation of tickets directly from the resource list or detail• View history of tickets associated to a specific resource• Management of predefined or configurable alerts for integration into email where desired

Functionality from Altiris

Process

Enables personalized tasks created and published in Altiris to be run from the HelpdeskAdvanced for ITSM interface.

Task Management

Enables management of patch distribution and analysis of vulnerabilities directly from within the HelpdeskAdvanced for ITSM interface.

Patch Management

Allows users to view the dashboard and reports (both standard and personalized) on the Altiris platform from inside HelpdeskAdvanced for ITSM with all data fully integrated.

Dashboards

Native integration with Altiris workflow to manage the publication of functions which can be called up directly from the HelpdeskAdvanced for ITSM interface so as to personalize inventory processes or create customized integration functions in the Altiris interface. The requirement for this integration, as well as that required for Live integration, is the adoption of BrainBusiness.

Functionality from Altiris

By using BrainBusiness, the native HelpdeskAdvanced for ITSM BPM it’s possible to define, control and automate personalized flows for the management of events linked to assets generated by Altiris

Advanced event Management

Software infrastructure

Altiris

Native Business Process Manager that extends the capability of Helpdeskadvanced by allowing service orchestration and complex process management.

AUTOMATION CONTROL

REDUCED LATENCY ERROR REDUCTION

INTEGRATION PERFORMANCEBOOST

Brainbusiness is the native PBM platform for Helpdeskadvanced. It has been carefully crafted to manage and automate your key ITSM processes, greatly improving efficiency and helping to fill the IT gap.

The Studio editor of Brainbusiness allows visual editing of business processes

Process modelerThe process modeller maps the processes using diagrams and flow-charts.

Process developerThe process modeler develops the processes based on process modeler schemes.

IT Service Management processes are then managed and coordinated by Brainbusiness engine

Editing and process control

A Business analyzer component that can define and set KPIs and monitor SLAs to check process metrics. A smart Business Intelligence application in your

organization.

Process modelerDisegna i processi di bussiness a livello logico

Statistics: Tickets

Innovative data analysis for HDA data

Client can be Web based, rich or mobile

OLAP data structure.

Several data views already available

Native ETL

The ideal HDA tool for analyszing and optimizing costs

A native tool for Helpdeskadvanced to increase awareness of business information, improve research capabilities and the organization of documents.

Process modelerDisegna i processi di bussiness a livello logico

Powerfinder is able to collect data in mostly all the formats supported by

Helpdeskadvanced by indexing information on a regular schedule.

Powerfinder is natively integrated with Helpdeskadvanced: all the information is available through a single interface that uses a semantic engine to index

contents

Greatly reduces time in finding documents, greatly improving the

response time and effectiveness of the search service

-76%Time spent by the users to collect information and data in

Helpdeskadvanced, using Powerfinder

The evolved system integrated with Helpdeskadvanced to provide interactive support in self service mode.

Process modelerDisegna i processi di bussiness a livello logico

Braininteractive has a powerful semantic engine, it applies state of

the art technologies to create a proactive and effective dialog

with the user.

Self learning while working, improving its capability to provide

self service support.

Greatly reduces the response time by resolving automatically tickets

in 24/7 enviroment.

It uses the new semantic frameworks and knowledge acquisition to guarantee 24/7 continuos support through interactive chatbox or a digital assistant, reducingthe cost for the first level customer support.

We help you optimize the IT processes in your organization.

Ask for a demo version or contact our business partner.

Web: www.pat.itPh: 800.533.233

twitter: @patgroup