Transcript Quick Guide to SysAid's ITIL Package.

Hands-on Guide to SysAid ITIL
Make IT Work for You!
Sept. 2009
On the Agenda:
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Get informed
o ITIL you can relate to
o SysAid ITIL’s modules and features
o Definitions and benefits
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Get a feel for SysAid ITIL
o Click through step-by-step screenshots
o Download the SysAid ITIL Free Trial
“
We have absolutely benefitted from the SysAid ITIL Package. It has helped us with change
notifications, tracking issues, finding solutions, and keeping a history of changes.
These are tools that we never had before.
”
Brian Martin, Network Engineer
What is ITIL All About?
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Developed in the late 1980’s as a guide for UK government, IT Infrastructure Library
(ITIL) framework consists of a series of books giving guidance on the provision of
quality IT services, and on the accommodation and environmental facilities needed
to support IT. The ethos behind the development of ITIL is the recognition that
organizations are becoming increasingly dependent on IT in order to satisfy their
corporate aims and meet their business needs. Since then, the ITIL has become the
world-wide de facto standard in Service Management and has proved to be useful to
organizations in all sectors through its adoption by many organizations worldwide.
”
From OGC - ITIL the key to managing IT services
Looking For Ways to Improve Efficiency?
SysAid ITIL Package
Designed to help you maximize your IT efficiency and performance!
A fully-integrated and extensive range
of ITIL management solutions comprising
of four modules:
• Incident Management
• CMDB
• Change Management
• Problem Management
Built according to ITIL best practice
methodology, it will transform the way
you manage incidents and problems in
your IT environment, and enhance your
ability to track significant elements and
implement successful organizational change
Incident Management
Allows you to resolve user issues as quickly as possible to minimize negative effects on
business operations. Provides procedures to ensure that you provide the best possible
level of service.
How can SysAid ITIL Incident Management help you?
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Based on parameters such as priority or due date, service requests (SRs) can be
configured to be rerouted automatically
SRs can be sorted according to user, due date and other fields
Views can be added to reflect customized outlooks on the Helpdesk requests
Administrators can create escalation rules
SRs can be placed in the Knowledgebase, which can be searched easily
End users and administrators are automatically notified about new, modified and
escalated service requests
Incident Management @ Work
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List of known
incidents
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Specific Incident
record
Use Knowledgebase to find a solution
through a list of solved incidents.
You may add additional incidents you
already solved to the Knowledgebase
3
CMDB (Configuration Management Database)
CMDB is a database that allows you to create and evaluate relationships between
different CI’s (Configuration Items)
How can SysAid CMDB help you?
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Track the relationships between your assets and IT activities
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Enter your network elements as Configuration Items, map the relationships between
different CI’s and other processes, and evaluate potential business impacts of any
changes you make
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Analyze the detailed interconnections of your organization’s assets, and proactively
prevent and minimize IT crises
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Make more informed decisions by effectively problem-solving, reducing risks, and
predicting business impacts on the rest of your organization
CMDB @ Work
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CI list
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CMDB map shows the relationship between
the different CIs
Change Management
Ensures that standardized methods and procedures are used for the efficient handling
of all IT changes to minimize incidents and problems that may result from these
changes.
How can SysAid ITIL Change Management help you?
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Gain full control over all planned change activities for minimal service disruption
Modify workflow processes and change templates to suit any change scenario
Perform multi-level risk assessments and authorizations in workflow tabs to
monitor the approval process
Permission-based: Ensures that only permitted users view details
Set targeted notes, tasks, permissions and automatic notifications for key users
Track, monitor and report on all past and current change activity
Change Management @ Work
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Specific
Change record
List of changes
(planned and
conducted)
Change
Approval
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Change
process
Update CMDB with Change results to keep
your information accurate and up-to-date
Problem Management
A powerful repository and management application to help you resolve incidents and
analyze the root cause of problems.
How can SysAid ITIL Problem Management help you?
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Minimize incident-related business impact on your organization
Identify and group different incidents into wider problem themes
Clearly analyze incidents to investigate and identify the root causes
Proactively track and manage root problem causes to prevent the future recurrences
of related incidents
Build a comprehensive Knowledgebase of known errors and work-around methods
Set automatic notification of problem statuses to be sent out to all related SRs
Problem Management @ Work
List of known problems
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List of known incidents directly related
to this problem. You may add additional
incidents you identify to existing
problem. Solving this problem will
automatically solve all related problems
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Specific
problem
record
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Want to know more? Read here
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Thank You!