OMNITRACKER IT Service Management Center€¦ · - 2 - OMNITRACKER ITSM Center v5 Supports your business processes according to the established ITIL processes Additionally provides

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OMNITRACKER IT Service Management Center

Overview

ITSM 5.11.0

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OMNITRACKER ITSM Center v5

Supports your business processes according to the established ITIL processes Additionally provides supporting processes: Master Data Management Activity Management (work assignment) Category Management Order Management

KPI Reporting and Dashboard Monitoring Multiple ITIL certifications Access using windows, web or mobile client

ITSM 5.11.0 © OMNINET 2017

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Your Benefits

Processes according to ITIL entirely integrated and usable out of the box Consistent linking between processes Adaptations by configuration possible Complete release compatibility – even after own adaptations Efficient handling Minimal effort for operation and maintenance Reliable and established producer

OMNITRACKER IT Service Management Center helps you to optimize your processes and at the same time reduce costs:


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Supported ITIL Processes

OMNITRACKER ITSM Center v5 supports the following ITIL processes (highlighted):


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OMNITRACKER ITSM Center – Web Client

IT staff can process tickets using the Windows client or the web client:


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OMNITRACKER ITSM Center – Windows Client

IT staff can process tickets using the Windows client or the web client:


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OMNITRACKER ITSM Center – Web Client

End users can access the OMNITRACKER Self Service Portal using the web client:


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Ticket recording

Service desk can gather information before deciding whether it is an incident or a service request.

Easy creation of incidents or service requests straight from the ticket.

Relevant data is taken over automatically. Fast processing of requests.


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Work Cockpit

Fast overview of open requests and pending tasks: Tasks Tickets Incidents Service Requests Problems RFCs Activities

User specific settings: Selection of processes Allocation to the tabs

Easy and fast filtering Drilldown by double click on the diagram


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Global Search

IT staff can use a global search:


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Incident Management

The Service Desk – the single point of contact (SPOC), can be accessed through self-service portal, email, phone, external systems.

Incident tickets can be registered and classified quickly. Service Desk creates incident tickets directly from within the

initial ticket.

The aim of incident management is to restore the IT service as quickly as possible after an incident to minimise the impact on business operations as far as possible.


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Incident Management – Integrations

Integrated with the Knowledge Base to provide standard solutions quickly and to facilitate first-call resolutions

Integrated with the CMDB to automatically show the possibly affected CIs of the reporting user

Integrated with SLM to perform entitlement checks, to select the appropriate SLA and the corresponding time targets automatically


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Request Fulfillment

Interface for submission of requests for standard services and new services

Providing an individual service catalogue to the customers. Linking with the Service Level Management process Service requests through the Self-service Portal

Requests from users for standard services, information, support and advice are managed in request fulfilment as service request tickets (service request).


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Change Management

The following types of RFCs are supported: Normal Change Standard Change (pre-approved) Emergency Change Access Management Change

Linking of related Incidents, Problems and affected CIs Management of individual CABs per RFC Optional Review Phase (PIR)

Change management provides standardised procedures which allow changes to be entered, authorised and implemented efficiently and with minimum impact on business activities. Change requests are entered as a request for change (RFC) and involve one or more CIs being changed.


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Change Management – Planning Changes

Web based approval of RFCs Maintaining a change calendar


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Problem Management

Avoiding and limiting the losses of IT services that result from errors, failures and problems during business operations.

Recording and maintenance of Known Errors and workarounds in the Knowledge Base

Automatic copying of data from the related Incident tickets Linking of related tickets and information, such as incidents,

RFCs, affected CIs and workarounds

The aim of problem management is to avoid or limit the disadvantages for business operations which could arise as a result of errors, incidents or problems with IT services. A problem is the unknown cause of one or more incidents.


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Service Asset & Configuration Management

Definition of all CIs and their interdependencies Generic approach to modelling of all types of CIs Flexible and unlimited extendibility of models Future-proof

Relationships of a CI with Incidents, Problems and RFCs are tracked automatically

Relevant SLAs and OLAs/UCs are linked with CIs CIs are associated with a customer (company) and a person

The Service Asset & Configuration Management monitors all configuration elements of an IT organisation (Configuration Item – CI). Here all CIs with their relations and dependencies should be entered centrally in the CMDB (configuration management database).


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Knowledge Management

Supports ITSM processes and IT service customers in the search for important information. Standard solutions for Incident Management Known Errors for Problem Management and for providing

Workarounds for Incident Management Collections of descriptions, articles, suggestions and

documentation of customer support Efficient full-text search

Knowledge management ensures that reliable and secure information about the service lifecycle is available. This in turn increases the quality of the decision-making processes.


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Knowledge Management – Access through OMNITRACKER Service Portal

Access through the OMNITRACKER Service Portal: Provide self-services, e.g. the Solution Wizard for finding

solutions using the solution tree Access to the FAQ that are administered in the Knowledge

Base


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Service Catalogue Management

The Service Catalogue can be published in the Self-service Portal

Services can be offered in the webshop. For this purpose they can be grouped in service groups.

When a user orders a service, a service request is automatically created. It can be processed in the service desk.

The objective of Service Catalogue Management is the development and maintenance of a Service Catalogue that contains details ofall services available for deployment.


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Service Level Management

Services are stored as CIs in the CMDB (Business Services, Enhancing Services and Enabling Services).

A service contract can be linked to a service. Contractual partners of the service contracts can be organisational units on any hierarchy level of the organisation.

A Service Contract contains one Service Pack per ticket process. A Service Pack contains one Service Level per Priority. For each Service Level time targets are defiined. Using the enhanced Service Level Management you can offer a service in different qualities. That way

you can define a service pack for each service quality. In combination with OMNITRACKER Contract Management Center it is possible to define frame

contracts.

In service level management (SLM) service contracts are concluded with the customers of the IT organisation. A key task of SLM is to monitor and assess the quality and quantity of the services assured contractually in the service level agreements (SLA).


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Service Level Management – Relationships


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Availability Management

Availability Management monitors, measures, analyses and reports the following aspects: Availability Reliability Maintainability Serviceability

Ensures that the delivered availability level complies with or exceeds the contractually agreed requirements

Maintains an up-to-date availability plan that reflects the current and future needs of the customer

Availability Management ensures that the delivered availability level for all services complies with or exceeds the agreed requirements in a cost-effective manner.


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Capacity Management

Manage capacity plans Contributing to diagnosis of performance issues Investigating the impact of changes Capacity plans provide information on: Current utilization of resources Required resources

Definition of requirements: Flexible combination of requirements and CIs Relate to performance measurements

Capacity management ensures that sufficient IT capacities are available to achieve the agreed capacity and performance goals.


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Identity and Access Management

Access Management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them.

Access Management implements the policies of information security management and is sometimes referred to as rights management or identity management.

Access Management according to ITIL covers the following sub-processes: Adminstration of user roles and authorisation profiles Processing of access requests

Access Management is responsible for allowing users to make use of IT services, data or other assets.


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Identity and Access Management – Requesting Access


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Event Management

Interface to the operation management system Automated handling and correlation of system event

messages received Pro-active detection of potential incidents Linking of related incidents, problems and RFC tickets to track

measures taken

Event Management provides a means to early detect Incidents. An event is an occurrence that affects the IT infrastructure management or the delivery of an IT Service. Events are categorized into three event types: Information, Warning, Exception.


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Categories

Category Management is used to do skill-based routing within the ticket processes.

Categories are displayed neatly arranged in a category tree. CIs can be linked to categories. That simplifies the selection of

the category for the classification of incidents.


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Activity Management

Management of activities (work assignments) resulting from customer service processes. Activities are linked with service tickets (Incidents, Service Requests, Problems, RFCs).

Supports resource planning Tickets are linked with Activities Activities can be aggregated in process models Efforts made to process tickets or to complete other tasks are recorded within the Activity to support service cost calculation.


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Process Model for Activities

Groups activity templates into process-oriented work packages: Activities for setting up the working environment for a new

employee An employee changes the department, so that new

permissions have to be granted and outdated permissions have to be withdrawn

Activities for replacing hardware For each process model it is defined in which processes it can

be used. If a process model is linked to a ticket, the activities for the

ticket are created automatically as soon as the ticket is in progress.

Can have a relation to categories and services


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Process Model for Services

Defines which service requests have to be fulfilled when a certain service or a certain product is ordered via the webshop.

Links a business service to a template for the main service request.

The template for the main service request bundles the templates for the other service requests.

Process definition by defining the processing sequence. For purchase requisitions a product can be assigned. When the order is placed, the service requests are

automatically created.


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Order Management

Processing of end users' purchase requisitions Webshop integrated into self-service portal Processing of the requests within Request Fulfillment In combination with OMNITRACKER Stock and Order

Management additionally support of stock management, placing the orders with your suppliers and multi-client capability


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Monitoring and Reporting

Quick overview of the performance of your service organisation

Extensive reporting and monitoring functionalities: KPI Cockpit: Cross-process evaluation of KPIs for incident

management, request fulfilment and change management. Display in the form of charts.

KPIs and cockpit views for request fulfilment, incident management and change management: Detailed evaluations of the service requests, incidents and RFCs. Display in the form of charts.

Reports: Detailed evaluations for the individual processes. Display in the form of charts or lists.

Evaluation using external tools, for example Microsoft Power BI Desktop: Interactive analyses of your data.


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Integration and Extension Options – OMNITRACKER Applications

Implementation of other OMNITRACKER applications (business process applications) e.g.: OMNITRACKER Stock and Order Management OMNITRACKER Project Management Center OMNITRACKER Requirements Management Center OMNITRACKER Sales Management Center


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Integration and Extension Options – Interfaces to External Systems

Interfaces to external systems: OMNITRACKER Interface Bus OMNITRACKER Automation Interface (API) Structured email communication Data import and export


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Questions?


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OMNINET Subsidiaries

OMNINET GmbHD-90542 [email protected] – http://www.omninet.de

OMNINET Austria GmbHA-1010 [email protected] – http://www.omninet.at

OMNINET Technologies NV/SAB-3018 [email protected] – http://www.omninet.be

OMNINET NederlandNL-2517 Den Haag [email protected] – http://www.omninet.nl

OMNINET GmbH (Schweiz)CH-8808 Pfä[email protected] – http://www.omninet.ch

OMNINET RussiaRUS-Moscow [email protected] – http://www.omninet.ru

OMNINET USAUS-New York, NY [email protected] – http://www.omninet.biz


mailto:[email protected]

http://www.omninet.de/


http://www.omninet.at/


http://www.omninet.be/


http://www.omninet.nl/


http://www.omninet.ch/


http://www.omninet.ru/


http://www.omninet.biz/

OMNITRACKER IT Service Management Center€¦ · - 2 - OMNITRACKER ITSM Center v5 Supports your business processes according to the established ITIL processes Additionally provides

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