Hands-on Guide to SysAid ITILMake IT Work for You!

Sept. 2009

On the Agenda:• Get informed

o ITIL you can relate too SysAid ITIL’s modules and featureso Definitions and benefits

• Get a feel for SysAid ITILo Click through step-by-step screenshotso 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

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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 toorganizations in all sectors through its adoption by many organizations worldwide.

From OGC - ITIL the key to managing IT services

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Looking For Ways to Improve Efficiency?

SysAid ITIL Package

A fully-integrated and extensive range of ITIL management solutions comprisingof 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

Designed to help you maximize your IT efficiency and performance!

Incident ManagementAllows 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 possiblelevel 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 the Knowledgebase, which can be searched easily • End users and administrators are automatically notified about new, modified and

escalated service requests

Incident Management @ Work

List of known incidents

Use Knowledgebase to find a solution through a list of solved incidents.

You may add additional incidents you already solved to the Knowledgebase

Specific Incident record

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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 by effectively problem-solving, reducing risks, and predicting business impacts on the rest of your organization

CMDB @ Work

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CI list

CMDB map shows the relationship between the different CIs

Change Management

Ensures that standardized methods and procedures are used for the efficient handlingof 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

Change Management @ Work

List of changes

(planned and conducted)

Specific Change record

Change process

Update CMDB with Change results to keep your information accurate and up-to-date

Change Approval

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Problem ManagementA powerful repository and management application to help you resolve incidents andanalyze 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

Problem Management @ WorkList of known

problems

Specific problem record

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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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Thank You!