IT SERVICE MANAGEMENT PORTAL

q "All-in-one" portal

q Aimed at IT teams

q Based on ITIL best practices

q Easy to implement

q Available in the Cloud & On Premise

Principles

Features

Tickets Infrastructure Monitoring Tasks

Documents Reports Passwords Logbook

Tickets - Aims

q OrganizeImplement ITIL best practices.Raise, organize, and process requests, changes,and incidents from customer contacts or other technical teams.

q SimplifyRationalize request management, change management, and incident management processes from initial contact through to ticket resolution and closure.

q ProcessCreate links to problems, workarounds and definitive resolutions.

q AuditFollow change management and implementation within your IT infrastructure using the audit toolset.

Tickets - Features

o Simplified Portal (Service Desk)o Incident / Request / Changeo Problem managemento Project managemento Validation workflowso Service catalogo Transfer between teamso Assessment of the loado Ticket ranking (priority, category)o SLA managemento Management of SLAs by stageso SLAs with calendaro Option to reopen a ticketo Search engineo Graphic statisticso Satisfaction surveyso Document managemento Export to spreadsheetso Notificationso API

Infrastructure - Aims

q CentralizeAllows hardware and software configuration itemsto be recorded and monitored within a singledatabase (a CMDB/CMS in ITIL terminology).

q Manage hardware inventoryRecord each hardware item in a datasheet that contains information to assist your technicians (including physical location, support hotline, and components).

q Manage software inventoryRecord each software package in a datasheet that contains information to assist your technicians such as the license number and support hotline.

Infrastructure - Features

o Automatic inventoryo Inventory without agento Classification by typeo Equipment groupo Maintenance contract o Links between equipmentso Link mapping o Machine room mappingo Equipment localizationo Metrico License managemento Support managemento Supplier managemento Database listo SAP system listo JAVA application listo Search engineo Export to spreadsheetso Import from CSV fileso Sharing via the Service Desko API

Monitoring - Aims

q Manage hardwareMonitor IT hardware (including networks, disks, loads, etc.)

q Manage applicationsManage applications within your IT environment (system processes, services, websites, etc.).

q Manage processesEnsure that all planned operations such as SAP jobs are executed correctly. Understand the business impact and disaster recovery processes in the event of a critical process failure.

q Be more proactiveEnable proactive problem management (e.g., monitoring storage capacity) and reactive management in response to alerts (downtime, etc.) with a link to the ticketing module.

Monitoring - Features

o Monitoring without an agento Simplified inputo Flexible scheduleo Public holiday managemento Time zone managemento Calendar of "OFF" periodso Management of dependencieso Five levels of severityo List of alerts with countero Acknowledgement trackingo Instructions (follow-up,

escalation)o Reverse result check optiono Isolation of checks during testingo Check deployment modelso External alerts (SNMP TRAP, etc.)o Link with the infrastructureo Link with the knowledge baseo Warning if ticket in progresso Availability statisticso Metrico Management of SNMP MIBso Sharing via the Service Desk

Monitoring - Checks

Generic checks

o Network - Pingo Network - Processoro Network - Memoryo Network - Bandwidtho Web - HTTP requesto Web - HTTP certificateo Web - FTP connectiono Web - SMTP connectiono SNMP - Requesto SNMP - Request from MIBo JMX - CPU usageo JMX - Heap memory usageo JMX - Thread counto Email inboxo Custom commando Windows system

Unix system

o Connection testo Up-timeo System loado Processor usageo Physical memory usageo Virtual memory usageo Network usageo Disk free spaceo Inode usageo Disk I/Oo Process statuso Custom commando File - Counto File - Date modificationo File - Sizeo Log file

Windows system

o Connection testo Up-timeo Processor usageo Memory usageo Swap usageo Network usageo Disk free spaceo Service statuso Process - Statuso Process - Memoryo Process - Threadso Antiviruso Event viewero File - Counto File - Date creationo File - Date modificationo File - Existso File - Sizeo Log fileo Custom powershell command

Monitoring - ChecksESX system

o Connection testo Up-timeo Overall statuso Configuration statuso Processor usageo Memory usageo Network usageo NIC state checko VM's connection stateo VM's power stateo Disk I/Oo DataStore - config. statuso DataStore - overall status

AS400 system

o Connection testo ASP usageo Central unit usageo Subsystems stateo Printers stateo Jobs stateo Active jobso *SYSOPR messageso SQL query returning "OK"o Temp. addresses usage

Databases

o Connection testo Connection counto SQL query - Return integero SQL query - Return stringo Table row count

Sybase database

o Engine statuso Free space DB / LOGo Backup DB / LOGo Oracle database

MSSQL database

o DB size / free spaceo Freespace in fileso DB backupo Lock detectiono Jobs in error / in process

Oracle database

o Free space in DBo Free space in

Tablespaceo Tablespace statuso AchiveLog modeo RedoLog counto Max. Extento Next Extent

SAP HANA database

o Services statuso Used memoryo Volume freespaceo Disk freespaceo Backup Statuso Archive statuso Locked transactionso Threads monitoringo Replication statuso Alert monitoring

Monitoring - Checks

ERP SAP

o Connection testo System up-timeo CCMS monitor (RZ20)o DIALOG performance (ST03)o BR backup (DB12)o BR archive (DB12)o Object consistency (DB02)o Database Check (DB13)o Update process status (SM13)o Updates in error (SM13)o Dump count (ST22)o Lock entries (SM12)o APO Live Cache status (LC10)o Client status (SCC4)o XML Message monitoring (SXMB_MONI)o Trace status (ST05)o Gateways status (SMGW)o RFC destination status (SM59)o Syslog (SM21)

ERP SAP

o Transmission request (SOST)o Prints in error (SP01)o Waiting work processes (SM50)o Work processes in error (SM50)o Jobs finished (SM37)o Jobs in error (SM37)o Jobs in process (SM37)o Jobs ready (SM37)o Process chain finished (RSPCM)o Process chain in error (RSPCM)o Process chain in process (RSPCM)o tRFC in error (SM58)o qRFC - Outbound - Queue status (SMQ1)o qRFC - Outbound - Flow in error (SMQ1)o qRFC - Outbound - Waiting flow (SMQ1)o qRFC - Inbound - Queue status (SMQ2)o qRFC - Inbound - Flow in error (SMQ2)o qRFC - Inbound - Waiting flow (SMQ2)

Tasks - Aims

q Identify & planIdentify tasks that cannot be fully automated and thatrequire the involvement of a technician.Plan these recurrent tasks and allocate them to your teams.

q Document & collaborateDescribe operating procedures for tasks and record them in the knowledge base.Link regular tasks to an operating procedure so that all technicians can access and carry out the procedures.

q Monitor & measureEnsure that regular tasks are completed correctly.Evaluate the level of effort required for each task and identify potential demand spikes.

Tasks - Features

o Planning via a schedulero List of pending taskso Assignment managemento Execution resulto Acknowledgement historyo Acknowledgement statisticso Flexible schedulingo Multiple scheduling a tasko Public holiday managemento Time zone managemento Schedule overviewo Workload by tasko Overall assessment of workloado Three levels of severityo Two alert thresholdso Division by categoryo Link with the knowledge baseo Link with ticket managemento Export to spreadsheetso Notificationso API

Documents - Aims

q OrganizeCreate a comprehensive list of documentation held within the IT department. Documents are created and updated online, or using standard office tools (such as word processors, spreadsheets, and graphics packages), then uploaded and viewed using the portal.

q ShareAllow easy access to documents with a hierarchical, tree structure and classification by type.Create links to all documents with a single, shared database.

q FindThis module incorporates a powerful search engine that can index most document formats including PDF, DOC, XLS, PPT, ODT, ODS, and HTML.

Documents - Features

o Compatible with main formatso Search engineo Organization by folderso Version managemento Restoration of older versionso Update monitoringo Obsolete document trackingo Read trackingo Locking if modifications in

progresso Document update request formo Queuing of doc. to be createdo Queuing of doc. to be modifiedo Link with ticket managemento Link with task managemento Sharing between teamso Sharing via the Service Desko Export in zip formato API

Reports - Aims

q GenerateAutomatically generate reports based on predefinedtemplates. These reports can be run on a dailybasis for operational management, or monthly for the steering committee.

q MonitorUnderstand the status of your IT environment each day.Monitor current and completed events (incidents and operations) over the course of a specified period.

q ShareUpload and share specific reports that can be modified using standard office tools (such as word processors, spreadsheets, and graphics packages), then uploaded and viewed using the portal.

Reports - Features

o Automatic reports from templateso Alert monitoringo Ticket monitoringo Task monitoringo Operating system stateo Database stateo SAP system stateo Search engineo Tree structure by year / montho Online publicationo Compatible with main formatso Notifications of publicationso Sharing between teamso Sharing via the Service Desko API

Passwords

q AimsStoring sensitive passwords (such as root and administrator passwords) can be challenging,particularly when passwords are shared. This module allows passwords to be storedin a single, encrypted database, while allowingpasswords to be shared in a targeted, secure manner.

q Featureso AES-256 encryptiono Link with the infrastructure module (CMDB)o Search engineo Tree structure displayo Update monitoringo Sharing between teamso Password generatoro Import & Export

Logbook

q AimsRecord, highlight and share exceptional instructions while they are still current, and refer back to key events, for instance when required to discuss them in the steering committee. Manage planned application downtime ona recurrent and an ad hoc basis.

q Featureso Management of interim instructionso Management of important eventso Management of scheduled shutdownso View of next scheduled shutdownso Phone call managemento Search engineo Statisticso Export

Architecture - Cloud

Architecture - On Premise