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ITIL Service Desk Tools
- 1. Prepared by: AhmedAbd El-Moneim EAITSM
- 2. Introduction Service DeskIncident Lifecycle Incident Management Service desk tools Demonstration Links
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- 4. ITIL is nota standard You cannot get your company ITIL-certified There are no ITIL-compliant products ITIL is for small, medium and large companies ITIL is not from a single company or a person
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- 7. To act asthe Single Point of Contact (SPOC) between the User and IT organization To handle Incidents, service requests & provide an interface for other activities: Problem Management Change Management Configuration Management Release Management Service Level Management
- 8. Logging all incidents/servicerequests details, allocating categorization & prioritization Providing first-line investigation & diagnosis Resolving & closing incidents/service requests Escalating incidents/service requests that they cannot resolve within agreed timescales Keeping users informed of progress & changes
- 9. Service Desk modelsLocal Central Virtual Types of Service Desk Call Center Help Desk Service Desk
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- 14. “ ITService desk tools and best practices continue to be an area of high interest for IT organizations ” Magic Quadrant for the IT Service Desk November 2008
- 15. Automation Increased rangeand frequency of Changes More sophisticated Customer demands A shortage of IT skills Integration of multi-vendor environments Increasing complexity of IT infrastructures The emergence of international standards
- 16. Tool specific processesmay not meet organization specific requirements Management may not understand the need of a new tool Buying a tool does not outsource responsibility
- 17. Tracking issues &help desk inquiries are nightmares without the right tools (whether organization is small, medium or large) One simple interface to allow you to enter, track, resolve and support issues at the click of a mouse. Robust, full-featured web based help desk issue tracking program, designed to handle without intensive training or desktop installation
- 18. Telephony (ACD,CTI, VoIP) Support tools Known Error Database Diagnostic scripts Self-Help web Interface Remote control
- 19. Extensible data model\ workflow Integration with other systems (not only IT systems) Database, Security, support for remote sites Reporting features (built in & customized) IT Financial Mgmt (Budgeting, Cost)
- 20. KEDB & ScriptsSupport Service desk model (local, central, virtual) International factors: (multilingual, time zone) Users requirements (IT, non-IT, internal, customers) Meets 80% of operational requirements
- 21. Meets ALL mandatoryrequirements Minimize product customization Conformity to ITIL & international standards Business driven not technology driven Administration and maintenance costs within budget Supports required level of process integration (workflow management)
- 22. Flexibility to implement,in usage, and data sharing Ease of use (User friendly) Performance and availability of system, ease of maintenance, etc. Back-up, control, and security provisions References (reference sites, partners, documents)
- 23. Event management toolscan detect Incidents before they actually affect the users & respond to Incidents using scripts or automated procedures. Links to automated Incident alerting and logging tools Automatic escalation features
- 24. Ability to routeIncidents to support staff (including 3rd party) Automatic interrogation of CMDB to populate Incident data Ability to handle classification/prioritization Other diagnostic tools and links
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- 29. Vendor WebsiteHP https://h10078.www1.hp.com/cda/hpms/display/main/hpms_content.jsp?zn=bto&cp=1-11-85%5E12473_4000_100__ BMC www.bmc.com CA www.ca.com/us/service-desk.aspx Front Range www.frontrange.com/itsm.aspx EMC www.infra.co.uk Axios www.axiossystems.com Service-Now www.service-now.com IBM www-01.ibm.com/software/tivoli/products/service-request-mgr Epicor www.epicor.com/Products/Pages/ITSM.aspx Numara Software www.numarasoftware.com/FootPrints ZohoCorp www.servicedeskplus.com
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