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OMNITRACKER IT Service Management Center

OMNITRACKER ITSM Center is a certified IT Service Man-agement tool that is based on the de facto standard IT Infra-structure Library (ITIL). It not only enables the management of IT services but also the optimizing of IT business process-es. With the introduction of OMNITRACKER ITSM Center a clear structure is defined for these processes. Key process metrics can then be monitored for quality assurance.

OMNITRACKER ITSM Center is scalable and offers varied options for integrating processes. Thus it allows IT Service Management to be implemented in the most divers types of IT organizations: they can be the internal IT service depart-ments of medium-sized companies; they can also be the de-partments of an external provider of IT services to large inter-national corporations.

Benefits for Your Organization OMNITRACKER ITSM Center has won several ITIL certifica-tions. It combines the key IT Service Management (ITSM)

processes into a single application. ITSM Center can grow with the requirements of the organization: migration of pro-cesses to OMNITRACKER ITSM Center can be done step-by-step, beginning with the Incident Management Process and finishing with the implementation of sophisticated IT Service Management.

With the help of OMNITRACKER ITSM Center, a transparent view of all service operations is gained. Comprehensive re-ports enable performance assessments and continual im-provements.

IT Service Management Profitability

Investment in ITSM allows optimal control of direct costs (hardware/software, IT operations and administration) and in-direct costs (IT failures, end-user IT costs). A Gartner study documents evidence of the link between higher process ma-turity and lower overall costs in IT organisations. Beyond cost control, service quality is also improved and IT services provision can be closely tailored to business requirements.

OMNITRACKER Integration

OMNITRACKER enables the integration of additional Enter-prise Resource Planning (ERP) processes with IT Service Management. Examples are:

The IT Service Management processes of OMNITRACKER ITSM Center include:

OMNITRACKER ITSM Center

Stock & Order Management

Project Management

Sales Management

Event Management

Incident Management

Request Fulfilment

Problem Management

Change Management

Availability Management

Capacity Management

Reporting

Service Level Management

Service Catalogue Management

Release & Deployment Management

Service Asset & Configu-ration Management

Knowledge Management

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Key Features

Further processes included in ITSM Center are:

Management of details of companies, locations, cost centers and persons (Master Data)

Activity Management for the management of work orders and for effort tracking

ITSM Center Processes in Detail

A. Incident Management

Incident Management ensures that, should a failure occur, normal service is restored as quickly as possible. OMNI-TRACKER Incident Management enables rapid recording of incidents in form of tickets. Tickets can be created either by an operator or without human intervention. OMNITRACKER will create tickets automatically by analysing messages re-ceived by email, phone, fax, SMS or web access. The Ser-vice Desk—as the ‘single point of contact’ - then classifies, prioritizes, processes, tracks and eventually closes the tick-ets.

B. Request Fulfilment

Through Request Fulfilment, all commonly made requests are processed in a systematic way. An example of such a request is the resetting of a password. Request Fulfilment reduces the load on Incident Management and Change Man-agement.

C. Event Management

One purpose of Event Management is the detection of poten-tial failures at the earliest possible stage. Events (information, warnings, exceptions) are recognized by a Mon-itoring Tool (for example Microsoft Systems Center Opera-tions Manager). OMNITRACKER then takes over and auto-matically creates a ticket for a new event. Depending on its type, the event will only be logged, or an operator will be alerted, or a further ticket (Incident, Problem or Change Re-quest) will be created automatically.

D. Problem Management

Problem Management is concerned with limiting costs caused by problems for which workarounds or solutions are already known. A Problem is the (initially unknown) cause of one or more Incidents. In OMNITRACKER ITSM Center, re-lated Incident and Problem tickets may be linked, and de-pendencies highlighted in the display. When the cause of the Problem has been identified and a workaround or a per-manent solution has been found, the Problem will be changed to a Known Error. The related information will be stored in the Knowledge Base of ITSM Center.

General

Certified to v3 Pink Elephant, IT Expert and SERVIEW ITIL standards

Fastest possible recording of incidents, queries and requests

Improvement of teamwork and communication within the IT Service organization

Effective management of IT service processes

Efficient use of resources through improved manage-ment of the IT infrastructure

Planning and management

Definition of different IT service profiles to match dif-ferent customers’ requirements; translation of service profiles to offers

Structured management of customer data

Standardized recording and control of Change Re-quests

Configuration Management Database (CMDB) to record all components, their relationships with each other and their dependencies on each other

Knowledge base with full text search

Processing and monitoring

Planning, compilation, testing and deployment of re-leases according to ITIL standards

Single Point of Contact to IT Services; contact by telephone, email, SMS, Fax or web access

Effort tracking through the definition of activities

Linking of related tickets

Management of service offers

Definition of time goals

Modelling of any type of configuration item (CI)

Monitoring of IT Services delivered

Monitoring and control of direct costs

Interface and display

Customizable KPI (Key Performance Indicator) report templates

‚Real-time‘ monitoring of KPI‘s through the optional Dashboard display

Highlighting of dependencies

OMNITRACKER ITSM Center

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E. Knowledge Management

The Knowledge Base holds ready answers on the supported IT systems. It helps IT service provider staff and customers. Information is collected from different sources and stored in various forms. Knowledge of workarounds and solutions is entered in the Knowledge Base in the course of processing Incident tickets and Problem tickets. Information may also be in the form of articles, collections of descriptions and stand-ard documentation.

F. Service Asset & Configuration Management

Service Asset & Configuration Management records and con-trols all of the items or components which an IT organisation needs to provide its services. Information about every item is held in form of a Configuration Item (CI) in a common data-base, the Configuration Management Database (CMDB). CIs are recorded together with their relationships and de-pendencies, are described and given an ID number. It is es-sential to make complete and accurate information about the IT infrastructure available to the other ITSM processes - such as Incident and Change Management.

OMNITRACKER ITSM Center Configuration Management Database offers a generic approach to the modelling of any CI types with any assignments of attributes to CI types. The model definitions can easily be extended without restrictions at a later stage and therefore are future-proof. References between CI objects represent all the information on physical and logical dependencies. An overview of dependencies can be displayed in graphical form; details of the dependencies can be viewed in form of lists.

G. Change Management

Due to the rapid developments in the IT industry the manage-ment of changes has become critically important. It should be possible to implement new business requirements, new technologies and new user requirements quickly, but in a controlled way. Change Management defines a standard procedure that enables changes to be implemented efficient-ly and with minimal disruption to business operations. In OMNITRACKER ITSM Center, requests for change (RFCs, also known as Change Requests) can be generated by differ-ent sources - for example by the Incident Management pro-cess or the Problem Management process. They can also be recorded directly by customers.

RFC tickets are created in a standard form. At a subsequent control stage of the process, RFCs are accepted or rejected. An accepted RFC is classified, prioritized and the change lat-er implemented and tested. With the evaluation of the result of the change the RFC ticket is closed.

OMNITRACKER ITSM Center supports the RFC types:

Normal Change

Standard Change

Emergency Change

For each type of RFC a different variant of the process is de-fined. Standard Changes - for example the replacement of a keyboard - can be made immediately without special approv-al in order to minimize effort.

H. Release & Deployment Management

The growing number of individual changes to IT systems must remain controllable. This is ensured through detailed planning of releases. While Change Management plans and controls the implementation of changes, Release & Deploy-ment Management puts the changes into operation. Release & Deployment Management obtains detailed information from the CMDB about the CIs to be changed. After applying the changes to the IT system (by deployment or rollout) the CMDB must be updated accordingly. Following a successful rollout, the changes recorded in the CIs are automatically made permanent in the CMDB. Should a serious error re-quire the rollout to be stopped, causing a rollback to be nec-essary, all changes to the CIs are automatically cancelled.

I. Service Catalogue Management

A consistent Service Catalogue is the basis of Service Level Management. Information about service requests, service re-quirements and service offers are defined and maintained centrally. The Service Catalogue always provides precise in-formation on all active and approved services.

Compliant & Certified

The company

Our first aim is to satisfy our customers with high-quality products and first-class service.

To achieve this, we consistently fulfill the wishes and require-ments of our customers regard-ing product content, quality and schedule. Our commitment to a customer does not end with the signing of the contract; rather, that is when it begins.

OMNINET Software Solutions

OMNINET GmbH D-90542 Eckental Germany Email: sales@omninet.de Web: http://www.omninet.de

OMNINET Austria GmbH A-1010 Vienna Austria Email: sales@omninet.at Web: http://www.omninet.at

OMNINET GmbH (Schweiz) CH-3072 Ostermundigen Switzerland Email: sales@omninet.ch Web: http://www.omninet.ch

OMNINET Technologies NV/SA B-3018 Leuven Belgium Email: sales@omninet.be Web: http://www.omninet.be

OMNINET Nederland NL-2517 JK Den Haag Netherlands Email: sales@omninet.nl Web: http://www.omninet.nl

All hardware and software names used

are trademarks or registered brands of the

respective manufacturer. © OMNINET GmbH

Subject to change without notice

Document replaces all previous descrip-

tions

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J. Service Level Management

Service Level Management (SLM) makes it easy to tailor service contracts to individual customers. An important task of the SLM is to monitor and evaluate how the quality and quantity of the services delivered com-pares with the quality and quantity of ser-vices guaranteed according to the Service Level Agreements (SLA). Service con-tracts are drawn up, reviewed, negotiated and concluded based on the Service Cata-logue.

The following contract types are managed:

Service Level Agreements (SLA)

Operational Level Agreements (OLA)

Underpinning Contracts (UC)

Depending on the different priorities of each ticket type (e.g. Incident, Problem, RFC), different time goals can be defined and monitored within the OMNITRACKER ITSM Center. Goals for reaction times, times until on-site service, times until sys-tem restoration as well as escalation time periods are laid down in individual con-tracts. In order to evaluate whether the agreed service quality has been delivered, the corresponding metrics and indicators are compiled into reports.

K. Availability Management

The goal of Availability Management is to ensure that the delivered availability level for all services complies with or exceeds the agreed requirements in a cost-effective manner. The Availability Management pro-cess includes designing, implementing, measuring, managing and improving IT services and the components that are used to provide them. By creating and maintain-ing up-to-date plans, availability can be measured against targets.

L. Capacity Management

Advice and support concerning all capacity and performance related issues is provided by Capacity Management. Monitoring and measuring current capacity, as well as pre-dicting future requirements are activities of the Capacity Management process. Ca-

pacity Management delivers capacity plans in consultation with customers.

M. Activity Management

Definition and management of activities within ITSM processes enables compre-hensive planning with regard to priority, schedule and personnel, as well as effec-tive use of available resources. In OMNI-TRACKER ITSM Center all tickets pro-cessed are related to activities. Detailed information on effort expended on an activi-ty is collected and can be used in billing.

N. Reporting

With clearly defined parameters and meas-urable goals - (KPI, Key Performance Indi-cators) - the quality of IT Service Manage-ment can be assessed. KPI reports pro-vide the information required for evaluating the performance of a service organisation and help to realize potentials for improve-ments. OMNITRACKER ITSM Center of-fers a variety of predefined ITIL KPI report templates related to the individual ITSM processes. These can easily customized to meet the specific requirements of IT or-ganizations. Reports can cover freely de-finable periods of time. OMNITRACKER Dashboard allows the display of automati-cally updated (’real-time’) and graphical views of chosen key measurements.

Further Information Would you like to learn more about the OMNITRACKER product and solutions or arrange for a product presentation? Then please contact us at one of our offices.