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Submitted by: Name: Muhammad Awais Reg no. 10065 Semester: Summer
Submitted to: Mr. Mustafa Raza
Military College of Signals National University of Science and Technology
L. Change Management. Marval Software Limited MSM v 12 Request Fulfillment Availability Management.L) iET Solutions iET ITSM 5. Problem Management. Problem Management. Problem Management.1 Page . Service Level Management. CA Service Desk Manager r12. Problem IBM Tivoli Service Request Manager v 7. Service Level Management. Problem Management. Request Fulfilment Incident Management. Configuration Management and Request Fulfillment Incident Management. IT Service Continuity Management. EMC Servicenow CA Inc. Financial Management.5 Espiral MS (Espiral ProactivaNET 8 Microsistemas S. Request Fulfillment. Capacity Management. Financial Management.Various Tools for IT Service Management/ ITIL V3 Vendor Software ITIL Coverage Assets Management Availability Management. Knowledge Management.1 Management. Knowledge Management. Problem Management.1 Management. Problem Management. IT Service Continuity Management. Service Asset and Configuration Management. Service Asset. Service Asset & Configuration Management Incident Management. Change InteQ Corporation InfraDesk 5. Change Management. Service Asset & Configuration Management Incident Management. Release and Deployment Management. Capacity Management. Change Management. Event Management. Event Management. Service Asset & Configuration Management. Change Management. Service Portfolio Management Incident Management.1 - . Request Fulfillment.
Service Portfolio Management Suggested Tool: ServiceNow By EMC ServiceNow is a leading provider of cloud-based services that automate enterprise IT operations. design. IT operations and business people.Release and Deployment Management. ServiceNow applications are built on a single platform as a service. IT finance. transition and operation on a powerfully simple cloud platform that just works. service desk staff. Service Asset and Configuration Management. Page . ServiceNow is built to be a productivity tool for all types of business users including the CIO.2 - . This system brings together IT strategy. The platform offers a consistent and intuitive user experience through the entire IT Infrastructure Library (ITIL) service lifecycle. ServiceNow creates a single system of record for all IT processes within a company. application developers.
With ServiceNow. Access Management Some of ITIL compliance modules are described below: Change Management With ServiceNow Change Management. that's not enough. and collision detection. you can create virtual chat rooms for emergency change approvals or on-the-fly change advisory board (CAB) meetings. these processes all work together to create a closedloop change management system. Discovery. the user interface is familiar and usable. and overall improvement to the reputation of IT. you get an intuitive change calendar. Problem Management 6.0. Your entire IT staff will be working together better to reduce unapproved changes. Change Management 9. Release Management 8. The result is fewer unplanned service disruptions. ServiceNow provides groundbreaking technology that improves communication across silos with social IT chat and live feed collaboration built into the change management system. Because change and release management sit on a common ServiceNow platform. high-volume risk calculator.3 - . Service Desk Manganement 2. and release management. Built on the same platform with the CMDB. Page . Event Management 7. But for IT 3. Incident Management 5. Facilities Management 4.Covers all areas aspects of ITIL like: 1. Operations Management 3. higher customer satisfaction.
allowing them to communicate through ServiceNow Live to inform your user community of outages. use our existing integrations to third-party data sources or create your own integrations through web services. Service Desk Business and IT people tell us they wish their IT service desk was as interactive as Facebook and as accessible as Google. Its the world's first social CMDB! You can manage IT costs though an intuitive application directly linked to each CI in the CMDB.4 - . record the chat activity. Additionally. Our built-in data reconciliation and normalization tools ensure accurate and useful data.Configuration Management The CMDB is essential for world-class IT. It is built on the IT Infrastructure Library (ITIL). it's simply software built for IT 3. The ServiceNow Service Desk cloud service is powerfully simple. Streamline your CMDB implementation and ongoing maintenance by using ServiceNow Discovery to automatically populate the CMDB as well as the relationships between configuration items (CIs). They say legacy service desk products have changed little and can't keep up with their demands. You can even use social IT tools to create a chat room about an incident. automatically define IT services Page . those CIs and processes now have a voice. Or. It helps you track configuration item relationships. Operations Management The ServiceNow Configuration Management Database (CMDB) is the heart of our cloud service. highly social and available through any browser.0. and receive notifications when the incident record changes. And the changes you make are preserved through all automated upgrades. It's not magic. and gives you the freedom to completely configure the application. That's why the best IT thinkers trust ServiceNow for project success. ServiceNow changes all that. ServiceNow CMDB service modeling simplifies the management of CIs and services across all ITIL processes.
Page . This is IT operations in ITIL. you can quickly understand how well your services are performing.and manage IT processes in one system. how they are being used and how much time and money is spent supporting them. Case Studies for Service Now: Three case studies are attached in zip file along with assignment. With ServiceNow.5 - .
align ITIL processes. Nimsoft Service Desk gives a clear. achieving a higher quality of customer service while lowering costs for business. Service desk software from CA Technologies delivers extensive automated support tools that resolve issues. It accelerates incident response and enables proactive IT management. and meets business objectives. HP Business Service Management HP Business Service Management (BSM) combines Application Performance Management. and Systems Management. More than 10. The RTSM is a comprehensive real-time service model for traditional. Gain the ability to deliver high-quality. 3. problem. not months. Page . reduces costs. 5. called Service Intelligence. Automate event correlation. efficiency. Nimsoft Service Desk Nimsoft Service Desk maximizes IT’s responsiveness. It helps to implement ITIL best practices and troubleshoot IT service requests faster. Deliver superior end-user support with simplified change and configuration management.6 - . LiveTime enables organizations to implement best practices in a matter of weeks. virtualized and cloud environments. all of which leverage the HP Run-time Service Model (RTSM). Network Management. consistent IT service support with Service Desk Manager. 2. and quickly identify issues using BSM HP Operations Manager i (OMi).1 ServiceDesk Plus integrates help desk requests and assets to help you manage your IT effectively. Be able to easily automate incident. Manage Engine ServiceDesk Plus 8. Powered by the RTSM. self service and advanced root cause analysis. knowledge management. and business value. 4. Based on open standards and a Web 2.Some other ITIL/ Services Management Tools 1. Livetime Service Manager LiveTime Service Manager is a complete ITIL v3 certified service management tool for the enterprise. ServiceDesk Plus is a highly customizable. ServiceDesk Plus is available in 23 different languages. consistent interface between business and IT. which converts data into actionable knowledge. Nimsoft helps coordinate and accelerate incident response and proactive IT management— so increases user satisfaction. BSM provides an analytics layer. interactive support. easy-to-implement help desk software.0 interface. mobile. CA Service Desk Manager Service desk software from CA Technologies optimize the business user’s support experience.000 IT managers worldwide use ServiceDesk Plus to manage their IT help desk and assets.
Real-time visibility of progress against Service Level Agreements. HEAT Service and Support 9. support. Known Errors. • • • • • • 9. Clearly defined treatment of Incidents. Infra Service Desk Service Manager provides: • The ability to define rules to ensure that calls are routed to the right person every time. Problems and/or Known Errors. 7. enabling transparency and collaboration for service desk and customer support teams.6. customization and hosting services. Automatic notification of Incident details to stakeholders and forums that have the experience required to solve the issue. offers a powerful and flexible solution. Service Requests and Requests for Changes. HP System Management is now part of the HP IT Performance Suite. including those implementing ITIL Best Practices. OTRS (Open Source) OTRS is the leading open-source Help Desk and IT Service Management (ITSM) solution used by thousands of organizations worldwide. with one of the industry’s lowest total costs of ownership. The ability to log and track the progress of Incidents via the Customer and External Supplier portals. 8.5 from FrontRange Solutions Built on more than 15 years of service management experience.7 - . is a solution that consolidates and correlates fault and performance events across your entire physical and virtual IT infrastructure. award-winning HEAT help desk software integrates core service and support components into one complete help desk software solution to reduce costs and increase operational efficiency. HP System Management helps quickly identify and resolve problems by providing full visibility into your IT infrastructure and centralize IT monitoring to eliminate duplication of effort resulting from separate consoles for each IT silo. Access for external suppliers to action Incidents via a designated portal. Instant identification of potentially related Incidents. HP System Management HP System Management. Users can also expand the power of HEAT with a series of easily integrated IT Service Management modules based on IT and ITIL best practices. Page . formerly Operations Center. Major Incidents. Problems. HEAT. OTRS Group offers consulting. and its modules listed below.
11. Some key features of ServiceWise includes incident tracking. and. support centers and call centers. HEAT Software from SMA HEAT software delivers customer service and support solution for IT help desks. This affordable. easy-to-use. Epicor ITSM Epicor ITSM provides a robust set of service management features that support key IT processes outlined by ITIL version 2 and ITIL version 3 and has been certified by Pink Elephant as ITIL Compatible in five key service management areas incident management. HEAT enables corporate streamlining of employee and customer support interactions. 13. workflow enabled email management.8 - . knowledge management and more. Page . This comprehensive suite includes: • A full set of IT service management applications that share a native. out-of-the-box customer service. complete incident workflow. and request management a seamless integrated process. A full-featured. TechExcel ServiceWise TechExcel ServiceWise is a help desk and ITSM solution which allows to handle service and support processes. change. purpose-built architecture and best-practice process flows The industry’s leading service desk solution A closed-loop change and release process tied to incidents and problems Self-service request catalog for IT. business needs Tracking of incident response times and service desk performance against SLAs Asset and software license lifecycle and compliance management Real-time performance and ROI metrics reporting Mobile applications with instant alerts • • • • • • • 12. BMC Remedy IT Service Management Suite Reduce complexity and make customer support. reports and analysis.10. Clients who deploy ServiceWise benefit from being able to provide a holistic support process to ensure that employees are more productive at the same time reduce IT support costs. security. support call ticket and call logging solution. practical solution helps you gain control of your service and support issues and resolve them quickly and efficiently. asset.
Octopus is not a help desk solution having simply been adapted to conform to ITIL. Built specifically for small to mid-sized organizations and geographically distributed enterprises. 17. 15. For this reason. availability management. all with an Unlimited License. self-service. operations management. asset Page . change management. Octopus Octopus is one of the first IT service management applications available on demand. incident management. configuration management. Originally released in October 2005. It has been built from the ground up upon ITIL specifications. event management. configuration management. Octopus is now used on a daily basis by close to 5.problem management. release management. report management) are active right out-of-the-box. problem management. enabling consistent high quality service. Octopus has modules in the following key service management areas: incident management. change management. configuration management.NET industry standard technology. . ITSM incorporates ITIL® best practices. and changes with a standard ITIL or eTOM dataset and offers unique value to clients. change management. such as complaint management. service level management. .Biz is an integrated suite of IT Service Management Applications based on ITIL best practices and Microsoft . Each module can stand alone or efficiently integrate with the others. Mansystems’ ExpertDesk Mansystems’ ExpertDesk software standardize company’s processes. out-of-the-box functionality and is roll-out ready.000 users. problem management. The unique architecture enables quick and easy development of completely new. change management. Octopus enables you to easily and efficiently introduce ITIL best practices. custom modules. service level management. in weeks instead of months. bringing together the best in management practices with the best in technology. 16. 14. knowledge management. change management. configuration management. FrontRange ITSM FrontRange ITSM is a customizable. It manages incidents.9 - . workflow management.Biz . problem management. as well as the Source Code to truly secure your investment and making it your own. self service. ExpertDesk’s crucial business processes (incident management.Biz provides easy installation. cost-effective IT management solution empowering world-class service and management. service level management. problems. and service level management. Key processes includes service request. FrontRange ITSM has modules in the following key service management areas: incident managent.
advanced remote access and the ability to extend to further functions within your organisation such as HR and procurement. Some key features includes real time availability statistics. Release. in keeping with recent ITIL 3 guidelines. 18. requisition management. Knowledge. Problems.10 - .management. define service levels to a site or equipment which is being monitored and auto availability reports generation. 19. service level management. Changes. and offers superior change management. Order and Contract Management. Configuration. ITSM facilitates a lifecycle approach. availability managers and those involved with the ITSM processes. Service Levels. Product. survey management. Key processes include Incidents. Page . project management. fully browser-based IT service management solution featuring pre-built processes for every ITIL discipline. etc. Sostenuto ITSM Sostenuto ITSM is an advanced. Serio IT Service View Pro Serio IT Service View Pro is a monitoring and plugin engine for data center professionals.
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