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Mazik Service Desk Solutions are Available for. IT Service Management
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1. Welcome to SMART Suite IT Service Management and Customer Help desk solution. SMART Suite ITIL based Help Desk and IT Service Management solutions to meet your customers' needs.
Our core solution, SMART Suite, offers our customers a consolidated approach to ITIL and IT Service Management through the fusion of all ITIL best practice processes in an out-of-the-box ITIL based IT Service Management application. Welcome to SMART Suite IT Service Management and Customer Help desk solution. SMART Suite ITIL based Help Desk and IT Service Management solutions to meet your customers' needs.
Our core solution, SMART Suite, offers our customers a consolidated approach to ITIL and IT Service Management through the fusion of all ITIL best practice processes in an out-of-the-box ITIL based IT Service Management application.
3. ITIL = IT Infrastructure Library
History
Emerged in 1980s upon British Government initiative
ITIL v2 in 2001
ITIL v3 in 2007
Microsoft has used ITIL as the basis
to develop their proprietary
Microsoft Operations Framework (MOF)
ITIL is made up of collection of ‘best practices’
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6. Small and midsized businesses experience business issues and challenges that are inherently different
from those of larger enterprises. They generally have smaller workforces, lower budgets, and less
complex IT environments than enterprise organizations. And yet, small and midsized businesses must
meet the same types of demands as enterprise organizations, and optimize service levels to support
business objectives, control costs, and align IT with what matters to the business.Small and midsized businesses experience business issues and challenges that are inherently different
from those of larger enterprises. They generally have smaller workforces, lower budgets, and less
complex IT environments than enterprise organizations. And yet, small and midsized businesses must
meet the same types of demands as enterprise organizations, and optimize service levels to support
business objectives, control costs, and align IT with what matters to the business.
7. Organizations that move to the e-Business model get their Return on Investment through:
Higher business efficiency
Enhanced employee productivity
Larger customer base
Increased customer satisfaction
Decreased costs
Stronger branding
Organizations that move to the e-Business model get their Return on Investment through:
Higher business efficiency
Enhanced employee productivity
Larger customer base
Increased customer satisfaction
Decreased costs
Stronger branding
8. The SMART IT Service Management suite consists of 5 key modules:
SMART Incident Management
SMART Problem Management
SMART Knowledge Management
SMART Change Management
SMART Release Management
Plus there are additional modules/features
SMART Service Request Management
SMART Surveys
SMART Dashboards
SMART Service Level Management
SMART Workflow Engine
Integration with Microsoft Operations Manager (MOM) for creating tickets based upon system alerts.
All These integrated IT Service Management modules are built-in ITIL-compatible best practice functionality.The SMART IT Service Management suite consists of 5 key modules:
SMART Incident Management
SMART Problem Management
SMART Knowledge Management
SMART Change Management
SMART Release Management
Plus there are additional modules/features
SMART Service Request Management
SMART Surveys
SMART Dashboards
SMART Service Level Management
SMART Workflow Engine
Integration with Microsoft Operations Manager (MOM) for creating tickets based upon system alerts.
All These integrated IT Service Management modules are built-in ITIL-compatible best practice functionality.
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11. KEY POINTS
ITIL is a best practice framework – not a rigid standard
SMART ITIL Service Management can be used out-of-box to meet ITIL, and can then be easily tailored to fit the unique procedures and workflows
Our product can easily adapt the implementation to fit the unique procedures and workflows of any IT organization, as your business needs and IT process evolve.
According to ITIL Definitions the objective of Incident Management is
“To provide business continuity by restoring service to users as quickly and efficiently as
possible.”
Examples of Incidents are:
Email Service is down
The Internet Service is slow
A disk has failed on server/pc
The ITIL Definition of problem management is “To ensure stability of the IT infrastructure and services by identifying and permanently
removing errors or failures within the environment.”
Problem Management allows us to quickly identify trends in cases, change requests asset records that require further investigation
Example of Problems is:
Users are unable to access ERP application
Web Procurement system is very slow
ITIL Definition of Service Request
“A request from user for information, advice or a standard change”
Examples of service request are:
A request to change password
A request to install printer
We are also the 1st vendor to develop a truly multi – lingual application that supports natively English, French & Arabic. Support for German & Spanish is planned in next year.
KEY POINTS
ITIL is a best practice framework – not a rigid standard
SMART ITIL Service Management can be used out-of-box to meet ITIL, and can then be easily tailored to fit the unique procedures and workflows
Our product can easily adapt the implementation to fit the unique procedures and workflows of any IT organization, as your business needs and IT process evolve.
According to ITIL Definitions the objective of Incident Management is
“To provide business continuity by restoring service to users as quickly and efficiently as
possible.”
Examples of Incidents are:
Email Service is down
The Internet Service is slow
A disk has failed on server/pc
The ITIL Definition of problem management is “To ensure stability of the IT infrastructure and services by identifying and permanently
removing errors or failures within the environment.”
Problem Management allows us to quickly identify trends in cases, change requests asset records that require further investigation
Example of Problems is:
Users are unable to access ERP application
Web Procurement system is very slow
ITIL Definition of Service Request
“A request from user for information, advice or a standard change”
Examples of service request are:
A request to change password
A request to install printer
We are also the 1st vendor to develop a truly multi – lingual application that supports natively English, French & Arabic. Support for German & Spanish is planned in next year.
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