Spectra ,ITIL

1. InfraTech IT Infrastructure Management Solutions Your IT Infrastructure Management Partner

6. Elements of the Infrastructure

7. Evolution HELP DESK PROBLEM RESOLUTION INVENTORY CONFIGURATION MANAGEMENT PROBLEM MANAGEMENT SERVICE LEVEL AGREEMENT REQUEST MANAGEMENT CHANGE MANAGEMENT WORK MANAGEMENT KNOWLEDGE MANAGEMENT Incident MANAGEMENT SERVICE MANAGEMENT INFRASTRUCTURE MANAGEMENT PROCURE LEASE ACQUIRE TCO MANAGE CONTRACTS DISPOSAL / RE-USE

14. Incorporating the Best Practices ITIL Information Technology Infrastructure Library

16. What is Spectra Service Desk Spectra Service Desk is an integrated Service Management solution that drives productivity upward and sustains competitive advantage by leveraging assets, minimizing operational risk, lowering the costs of doing business, and increasing employee productivity

19. Spectra Best Practices : What’s Happening Incidents Problems Changes Service Desk Incident Management Root Cause Analysis Change Management Initial Calls Configuration Management (C F M) Service Level Management (SL M ) Record call detail Analyze call Provide solution - or- Open Incident Incident Control / Service restoration Event notification SLA verification Known Errors Known Error correlation Identify structural solutions Generate RFC Link to Incident and Change Lowers operational risk Manage changes in repeatable and automated process Change status Closure codes Categorization …

20. Mapping InfraTech Vision to IT Lifecycle Phases Chaotic Reactive Proactive Service Value Optimizing Productivity Understanding Productivity Productivity Structure Leveraging Productivity

21. Solution Suites that Deliver on the InfraTech Vision Structure Understanding Productivity Optimizing Productivity Leveraging Productivity Proactive Management Peak Performance Foundations Driving Value

22. Solution Suite Objectives Incident Management Fundamentals Allows service desk technicians to log, track, & resolve calls & incidents Knowledge search capability Escalation / notification Proactive Problem Management Identifies Known Errors Advanced correlation and error detection capability Integrated change management processes Increases infrastructure reliability Optimizes performance of controlled service management operations Organized and preventive maintenance strategy Task planning and scheduling, workload balancing and services prioritization Value-added IT operations leverage under-control infrastructure environment Drives improved cost controls, service capability, and employee productivity to new levels Difficult to reach this level – and measure results – in a reactive environment Proactive Management Peak Performance Foundations Driving Value

23. Spectra Growth Plan Configuration Management Spectra Reporter Automated Inventory Incident Management Change Management Problem Management Knowledage Management Work Management Scheduled Maintenance Contract Management Service Level Agreement Management Proactive Management Peak Performance Foundations Driving Value

29. Spectra Deployment

30. References

31. Thanks Q&A and Demonstration