1. 13 th December 2006 Presented By: Pramit K Patel Infinite
Systems Group ITSM Awareness Seminar
2. What is ITSM?
ITSM is short for FrontRange IT Service Management
Is it one of the new generation of software from FrontRange
Solutions who are recognised as a leader in building Service
Management Applications
Build for ITIL Best Practices in conjunction with Pink
Elephant
.NET based application that supports industry standards such as
Web Services, XML, Business Process Modelling Language
Enterprise Class Functionality with a Modular Design and High
Ease of use
3. FrontRange Solution Families IT Service Management
Communication Interaction Management Customer Relationship
Management
4. FrontRange Solution Families IT Service Management
Communication Interaction Management Customer Relationship
Management HEAT Incident Problem Change Release Availability
Configuration Service Level Mgmt Self Service Knowledge Mgmt ITSM
MSP Inventory DiscoverNET Patch SW Licensing Business Services
Asset Lifecycle IP Contact Center Unified Messaging Application
Builder Quality Mgmt Outbound Dialer Redundant Server GoldMine CE
Campaign Mgmt Lead Mgmt Relationship Mgmt Sales Automation Case
Mgmt GoldMine Mobile GoldMine ASP GM/IPCC Integration HEAT/ITSM
Integration GoldMine IP Voice Suite IP Office Suite IPCC ASP
Messaging BPML Workflow Analytics Security Reporting Multi Tenancy
Dashboards XML FOUNDATION Web Services
5. The ITSM Interface
6. The Interface Components Navigator Dashboard Parts Work
Space
7. Dashboards
What is It?
It is a dynamic reporting system which offers real time, user
defined views of the information on organisation metrics, assigned
tasks, email and dynamic information from external systems
Benefits
Allows a business user to see and work on whats important to
them more effectively
Supports concept of ITIL Roles (i.e. Users assigned to a
particular role have the same dashboard assigned to them e.g. a
Service Desk Analyst)
Greater visibility for all of whats happening within the
support environment at all times
8. Incident Management
The primary goal of the Incident Management process is to
restore normal service operation as quickly as possible and
minimise the adverse impact on business operations, thus ensuring
that the best possible levels of service quality and availability
are maintained.
Normal service operation is defined here as service operation
within Service level agreement (SLA) limits.
9. Incident Main Screen
10. Assigning a Task Capabilities Benefits
11. Tasks
Form View of a new Task
Grid View of Multiple Tasks
12. Problem Management
The goal of Problem Management is to minimise the adverse
impact of Incidents and Problems on the business that are caused by
errors within the IT Infrastructure, and to prevent recurrence of
Incidents related to these errors. In order to achieve this goal,
Problem Management seeks to get to the root cause of Incidents and
then initiate actions to improve or correct the situation.
The Problem Management Process has both reactive and proactive
aspects. The reactive aspect is concerned with solving Problems in
response to one or more Incidents. Proactive Problem Management is
concerned with identifying and solving Problems and Known errors
before Incidents occur in the first place.
13. Problem Module Main Screen
14. Problem Module Relationships Tasks are related to Problems
in the Same way as Incidents Multiple Incidents can be related to a
Problem and viewed here Root Causes can be captured and Known
Error
15. Self Service Home Page Submit new Incidents View Existing
Incidents using filters provided
16. Self Service Incident Screen Limited View of Information
Can view Journals if published by Analysts Can Submit
Attachments