The SMART SERVICE DESK consists of a range of modules, aimed at addressing the issues facing IT service management. The modules provide codes of best practice in IT service management. Using SMART SERVICE DESK, any organization is able- to facilitate the quality management of IT services- to improve efficiency- increase effectiveness and - reduce risks. SMART ITIL processes are intended to be implemented so that they underpin, but do not dictate, the business processes of an organisation.IT service providers strive to improve the quality of service, but at the same time they try to reduce or maintain costs at the current level.

1. Title: Information Technology Service Management
Speakers: Mohammed Farooq & Syed Akber
Companies: Partners & Customers

2. Who is IIT?
• Started in 1996 with headquartered in Phoenix, Arizona
• Located in United States, India and partner offices in UK, Saudi Arabia, Oman,
UAE & Qatar
• Leading in SMART Software Solutions on ITIL Best Practice & ISO 20000
Standards like Service management (ITSM) Solutions, Service Desk, CRM, EAM
and support software for medium to large enterprises.
• IIT also does SharePoint, .NET customized projects and Mobile Apps custom
development.
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3. Today’s Technical Perspectives
How can I have a flexible
How fast can I deploy new process flow and user
products & services? interface for my users?
How can I get a consolidated How can I provide a
view of my business common platform for IT
processes? services?
How can I
How can I enhance outsource work to
straight-through agencies & track?
processing (STP)?
How do I provide a flexible
How can I integrate with multiple system to my business
legacy systems? users?
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4. Today’s Objective
• To provide a basic understanding (theory and
concepts) of ITIL’s Service Management Framework
Ever-Increasing Complexity
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5. Approaches Currently In Use
• Business As Usual - “Firefighting”
• Legislation - “Forced”
• Best Practice Focused
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6. Information Technology
What Is ITIL? Infrastructure Library
– ITIL is a five book series that guides business users through
the planning, delivery and management of quality IT services
What Is SMART Suite All About?
• Aligning IT services with business requirements
• A set of best practices, not a methodology
• Providing guidance, not a step-by-step, how-to manual; the
implementation of ITIL processes will vary from organization to
organization
• Providing optimal service provision at a justifiable cost
• A non-proprietary, vendor-neutral, technology-agnostic set of best
practices.
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7. ITIL® V3 Core Books
Strategy Generation Event, Request, Incident,
Strategy Implementation Problem, Technology,
Value Networks Operations, Access,
Service Portfolio Mgmt, Monitoring & Control
Financial Management, ROI
Policy, Planning & Imp
Five Aspects of Service Design Measurement, Trends,
Availability, Capacity, Continuity, Reporting & Analysis,
Service Level Mgmt, Supplier Review, Assessment, SIP
Mgmt.
Outsourcing Design
Change, Build and Test, Release The Big Picture,
& Deployment, Service Model Maps,
Service Asset and Configuration, Practice Basics,
Knowledge Mgmt Getting Started
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8. SMART Suite – The Service Lifecycle
• Business and IT integration
• Measuring IT in business value
outcomes
• Global sourcing
• Changing architectures - SOA, service
virtualisation
• Convergence of strategy, governance
and management
• Compliance and control
• Complexity of services and systems
• Balancing stability v. responsiveness
• Predictive as well as proactive
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9. How to Make ITIL a Reality?
Key Success Factors
Theory – ITIL Process
 Guidelines for Best Practices  Convert theory to process that is
 Provides the theory but not the applicable to the unique needs of
process the organization
 Education is an important  Training & Education
component  Tool configuration
Technology – SMART SUITE & Others
 Provide the technology that enables and automates the process
 Repeatability, compliance and notifications
 Implement processes impossible without technology
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10. SMART Suite Making IT Easier
4-Business-Driven
Ability to
3-Responsive share your
IT resources
throughout
2-Efficient the supply
Ability to
chain and
manage
dynamically
service levels
1-Active Ability to reallocate
and provide
automate resources
the services
responses, based upon
that are
streamline changing
Ability to important to
processes, business
respond to the business
consolidate needs
problems
resources
and faults ROI
ROI
ROI
NO Quantitative
New Asset? Metrics
YES
Computer Incident
Re-Test Security To NO IDS
Agent Based Vulnerability Response Team Integrated Security
Discover Assets Notification to User Incident Security
Scanning Initiated Identified? Investigation In Event Priortization
Population Resolution Incident
Progress
NO
New Asset? NO
YES
New Asset?
Acceptable Use Violation
Ensure Backup of New Network Scan Denial Of Service
YES Information Theft
Critical Assets Incidents Penetration Test
YES Probe Update
Social Engineering Level 4 CMDB
Re-Test Unauthorized Use
Agent Based
Discover Assets Notification to User Re-Test Resource Modification
Scanning Initiated Agent Based
Population Discover Assets Notification to User
Scanning Initiated
Population
Define Policy In Detect
Network Scanner Vulnerabilities
Software YES Document Post
Delivery Scan Results
Ensure Backup of New
Critical Assets Incidents Ensure Backup of New Network Scan NO
Critical Assets Incidents Penetration Test Define Standard Assess Business Patches sent to
Builds Impact Manual Process
YES YES Vulnerability
Patch To Remove
Patch Tested? Management Generate Report
Available? Vulnerabiliteis
Group
Define Policy In Detect
Network Scanner Vulnerabilities NO NO
Define Policy In Detect Network
Network Scanner Vulnerabilities Scan Group Assign Priority
Software YES Document Post Request
(scheduled) Document
Delivery Scan Results for YES
problems with
Change Fixed? Audit Asset
incident ticket
NO
Define Standard Assess Business Patches sent to
Builds Impact Manual Process Attack & NO
YES YES Vulnerability Define Standard Assess Business Patches sent to YES
Patch To Remove Manual Process Penetration Patch Needed?
Patch Tested? Management Builds Impact YES YES Vulnerability
Available? Vulnerabiliteis To Remove Performed YES Initiate Change Systems
Group Patch Management NO Document
Patch Tested? Vulnerabiliteis Generate Report Config.Change YES
Order and configuration Verification -
Available? Group Restore Image problems with
Needed? complete Business changed and Rescan
incident ticket
Impact Analysis rebooted
NO NO
Network Manual Process
NO NO NO
Scan Group Assign Priority Network To Remove
Request Vulnerabiliteis
(scheduled) Document Scan Group Assign Priority
for YES Request
problems with (scheduled) Document
Change Fixed? for YES
incident ticket problems with
Change Fixed?
incident ticket Audit Asset Level 1 Level 2 Level 3
Attack & YES NO
Penetration Patch Needed? Attack & NO
YES
Performed YES Initiate Change Systems Penetration Patch Needed?
NO Config.Change YES
Order and configuration Verification - Performed
Restore Image YES Initiate Change Systems
Needed? complete Business changed and Rescan NO YES Document
Config.Change Order and configuration Verification -
Impact Analysis rebooted Restore Image problems with
Needed? complete Business changed and Rescan
incident ticket
Manual Process Impact Analysis rebooted
To Remove NO Manual Process
Vulnerabiliteis To Remove NO
Vulnerabiliteis
Level 1 Level 2
Level 1 Level 2 Level 3
Customer maturity isolates appropriate transition point, blueprint & ROI

11. Integrated view of SMART IT Service
Management Solution
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12. SMART Service Desk
Personalized Welcome
Screen
All Information of user
is presented in one screen
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13. SMART Service Desk
Personalized Welcome
Screen
All Information of user
is presented in one screen
Call logging using
templates
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14. SMART Service Desk
Personalized Welcome
Screen
All Information of user
is presented in one screen
Call logging using
templates
Knowledge base
access
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15. SMART Service Desk
Automated Workflow
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16. SMART Service Desk
Automated Workflow
Escalations
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17. SMART Service Desk
Automated Workflow
Escalations
Approvals Process
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18. SMART Service Desk
Automated Workflow
Escalations
Approvals Process
Feedback Surveys
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19. SMART Service Desk
Automated Workflow
Escalations
Approvals Process
Feedback Surveys
Advanced Search Capabilities
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20. SMART Information Delivery
Architecture
Flexi Fields
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21. SMART Information Delivery
Architecture
Flexi Fields
Dashboard Views
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22. SMART Information Delivery
Architecture
Flexi Fields
Dashboard Views
Built-in Reporting
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23. Integration with 3rd Party Tools
 SCOM  Exchange
 SCCM  Active Directory
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24. Integration with 3rd Party Tools
System Center Operations Manager
System Center Configuration Manager
Microsoft Exchange Server
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25. Integration with 3rd Party Tools
System Center Operations Manager
System Center Configuration Manager
Microsoft Exchange Server
SMS Gateway Integration
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26. Smart service desk is available
in all smart phones
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29. QA & Demo
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30. List Of Some Esteem Customers
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31. ITIL and ISO/IEC 2000 Enabled
Visit us at www.iitsw.com
www.smartservicedesk.com