Hands-on Guide to SysAid ITIL Make IT Work for You!

1. Hands-on Guide to SysAid ITIL Make IT Work for You! Sept. 2009

2. On the Agenda: • Get informed • ITIL you can relate to • SysAid ITIL’s modules and features • Definitions and benefits • Get a feel for SysAid ITIL • Click through step-by-step screenshots • 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 ”

3. What is ITIL All About? 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 “ ”

4. Looking For Ways to Improve Efficiency?

5. 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

6. 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? • 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 theKnowledgebase, which can be searched easily • End users and administrators are automatically notified about new, modified and escalated service requests

7. Incident Management @ Work 1 List of known incidents 2 Use Knowledgebase to find a solution through a list of solved incidents. You may add additional incidents you already solved to the Knowledgebase 3 Specific Incident record

8. 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? • Track the relationships between your assets and IT activities • 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 • Analyze the detailed interconnections of your organization’s assets, and proactively prevent and minimize IT crises • Make more informed decisions byeffectively problem-solving, reducing risks, and predicting business impacts on the rest of your organization

9. CMDB @ Work 2 CI list 1 CMDB map shows the relationship between the different CIs

10. 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? • 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

11. Change Management @ Work 2 Specific Change record 1 List of changes (planned and conducted) Change Approval 4 5 3 Update CMDB with Change results to keep your information accurate and up-to-date Change process

12. 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? • 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

13. Problem Management @ Work List of known problems 1 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 2 3 Specific problem record

14. Don’t have ITIL yet? Want to know more?Read here Already a Full Edition SysAider? Get ITIL Package Secondary Trial License today

15. Thank You!