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International Journal of Advance Foundation and Research in Computer (IJAFRC)

Volume 1, Issue 8, August!1"# I$$% &"8 ' "8(&


&) * + !1", IJAFRC All Rights Reserved ,,,#i-afrc#org
I. $ervice /es0 1anager
Sangita Chandrakant Panmand
[1],
Sudarshan Ramakant Patil
[2]

Jainam Technology Pvt. td, !havesh"ar Com#le$, Patel"adi. %urla, &um'ai, &aharashtra ()))*+.
sangita#,-ainamtech.com , sudarshan#,-ainamtech.com

A 2 $ . R A C .
$ervice des0 1anager ($/1), on'premise or on' demand, is designed to help 3ou prevent service
disruptions, 4etter manage change ris0s, and provides a &)!'degree vie, into 3our I. services# It
is versatile, comprehensive I. support solution to help 3ou 4uild superior re5uest, pro4lem,
incident and 0no,ledge management process ,ith simplified and enhanced change and
configuration management# $/1 6ets 3ou get control of 3our change process and standardi7ed
3our I. 4usiness process in accordance ,ith industr3'proven 4est practices# $ervice /es0
1anager provides a modern, consumer'li0e user e8perience featuring mo4ilit3, social media'
4ased colla4oration and compelling visuali7ation for end users, anal3sts and management# $/1
can consolidate multiple, disparate help des0s and separatel3 manage customers ,ithout having
to deplo3 multiple service des0s, a 0e3 feature for $ervice 9roviders:all ,ith the o4-ective of
reducing the cost and comple8it3 of managing multiple soft,are instances# $/1 delivers
e8tensive automated support tools to identif3, diagnose, and resolve issues, delivering a higher
5ualit3 of customer service ,hile lo,ering costs#
Inde8 .erms; $ervice des0 1anager ($/1), I.I6, $ervice /es0, 9rocess Automation

I# I%.R</=C.I<%
. Service desk understands that in/ormation o//ers com#anies strategic advantages and it ensures #ro#er
mechanism are in #lace /or the data to 'e analy0ed, #roduced and distri'uted seamlessly. The 'est
Service 1esks manage in/ormation delivery 'y utili0ing 2n/ormation 2T in/rastructure i'rary 32T24 'est
#ractices to deliver these services. The Service 1esk is the /irst contact in an organi0ation /or any and all
2T 5uestion. .ccording to 2T2, Service 1esk is 6. the single #oint o/ contact 'et"een users and 2T
Service &anagement7. Tasks include handling incidents and re5uests, and #roviding an inter/ace /or
other 2T2 #rocesses. The #rimary /unctions o/ the Service 1esk are incident control, li/e cycle
management o/ all service re5uests, and communicating "ith the customer. To survive in today8s
economy, 2T organi0ation /aces increasing #ressure to do more "ith less. 9ith this in mind, savvy 2T
organi0ations are taking a com#rehensive a##roach to service su##ort:that is, treating the individual
/unctions "ithin service su##ort as an integrated "hole. ;olistic service su##ort is a'out re#lacing the
traditional silos a##roach to incident, #ro'lem, change, con/iguration, and asset management "ith a
uni/ied service su##ort strategy. Com#anies that have im#lemented this a##roach are achieving greater
2T e//iciency and reducing costs. . leading glo'al 2T outsourcing /irm vie"s Service 1esk &anager8s
integration i/ incident, #ro'lem, change, and kno"ledge management as the key to e//iciency delivering
services to 21 customers "ith 1+),))) end users in <= countries. S1& is hel#ing to manage over 1=),)))
incidents #er month 'y ma$imi0ing gent e//iciency and is instrumental in moving its customers to
standardi0ed, 2T2>'ased #rocesses /or greater 2T service consistency. . large 2t service #rovider has
im#roved e//iciency 'y around 1= #ercent, reducing sta// overtime and 'oosting the 5uality o/ its services
'y using Service 1esk &anager identi/y customer trends around change re5uests. ?ne o/ the @nited
%ingdom8s leading de#artment stores uses C. Service 1esk &anager to track over 1,()) incidents a
"eek, "ith u# to 2= #ercent o/ these 3going to (= #ercent in the near /uture4 'eing logged via sel/>service,
"hich are then automatically routed to the a##ro#riate su##ort team. S1&8s sel/>service ca#a'ilities are
hel#ing users solve their o"n 2T issues, "ith u# to 1= #ercent o/ issues no" 'eing resolved "ithout direct
International Journal of Advance Foundation and Research in Computer (IJAFRC)
Volume 1, Issue 8, August!1"# I$$% &"8 ' "8(&
&> * + !1", IJAFRC All Rights Reserved ,,,#i-afrc#org
involvement /rom 2T. . large /inancial services holding com#any "as a'le to reassign nine 2T service desk
agents, amounting to annual savings o/ more than (.(A o/ service management costs.

II# ?I@RARC?A <F $@RVIC@ /@$B 6AA@R
The 'est #ractices ena'le an 2T service #rovider to ensure the end user data is 'eing delivered
consistently under many di//erent scenarios. Since the service desk is Single Point o/ Contact 3SP?C4 it
understands that there are many reasons service can 'e interru#ted. . service desk has means "ithin its
hierarchy to monitor and manage each layer o/ service /rom 'eginning to end. These layers are classi/ied
'yB


Figure1# 6a3ers of $ervice /es0

1# %et,or0 <perationsB
The a'ility to monitor all net"ork devices and connections remotely. . Service 1esk manages and
monitors incident re#orts, tra//ic, #er/orms net"ork revie"s, im#lements 'acku#s and manages
change on the net"ork. Thus, a Service 1esk ensures the in/rastructure o/ the net"ork is o#timi0ed
to meet the 'usiness needs o/ the enter#rise.
# $3stems <perations;
The a'ility to #er/orm core system management tasks. Core system management includes
#er/ormance monitoring, installation o/ #atches, change management, account management and
su##ort /or s#eci/ic #lat/orms, inu$, @C2D, etc.
&# /ata4ase <perations;
The a'ility to maintain and o#timi0e data'ase tasks. Per/ormance monitoring, /ault monitoring, log
revie"s, access management, and change control /or data'ase so/t"are such as ?racle, 1!2, etc.
"# $ecurit3 1anagement;
The a'ility to #rotect the enter#rise /rom e$ternalEinternal threats. . Service 1esk "ill #er/orm
vulnera'ility scans, monitor 2PS logs and ma# this data to the in/ormation security related regulatory
mandates.

.ll o/ the /unctions a'ove are delivered 'y utili0ing various ty#es o/ hard"are, so/t"are and delivery
#rocess. .ll o/ these /unctions have to "ork together in a seamless manner and each has its
o"n li/ecycle and the Service 1esk "ill manage them. Thus, "hen one hard"are #lat/orm, so/t"are
#ackage or #rocess needs to 'e re#laced "ith ne"er technology or #ractices, the Service 1esk "ill
International Journal of Advance Foundation and Research in Computer (IJAFRC)
Volume 1, Issue 8, August!1"# I$$% &"8 ' "8(&
&8 * + !1", IJAFRC All Rights Reserved ,,,#i-afrc#org
manage the transitions ensuring ma$imum data delivery. !y #er/orming the tasks outlined a'ove, a
Service 1esk im#roves user satis/action 'yB
&inimi0ing 'usiness im#acts o/ service /ailures
Proactively managing use o/ the 2T net"ork o/ 2T2 'est #ractices
Resolving incidents and re5uests "ith minimal delay
Communicating "ith the end user

.s com#anies s"itch their 2T service management /rom technology 'ased to #rocess 'ased, they are a'le
to integrate their 2T needs directly into the cor#oration8s overall strategic #lan. The Service 1esk #lays a
strategic role in this transition. The Service 1esk allo"s com#anies to 'e less de#endent on s#eci/ic
technology and ena'les them to easily connect "ith 'usiness #artners moving /or"ard 'y /ocusing on
#rocesses. !y s"itching the 2T /ocus on #rocesses the in/rastructure delivers value add to the cor#orate
users and customers. ?nce the services and #rocesses are de/ined, the Service 1esk monitors them and
the com#any /ocuses on its strategic and tactical 'usiness #lan.

III# I.I6'2A$@/ 9R<C@$$ F<R $@RVIC@ /@$B

The 2T2 industry standard #romotes 'est #ractices /or hel# Fdesk environments. Gach 2T2>'ased
#rocess is a se#arate "ork/lo" that can 'e link to others, and administrators can im#lement any
com'ination o/ 2T2 "ork/lo"s to address the s#eci/ic needs o/ an organi0ation [<][=].

1# Incident 1anagement;
.cce#ts tickets /rom the end>user "ho have hard"are or so/t"are issue. The o'-ective is to recogni0e the
issue and return the end>user to normal 'usiness o#erations as 5uickly as #ossi'le.
# 9ro4lem management;
2t is a #rocess that ena'les analysts to identi/y root causes and #otential incidents in order to #roactively
deal "ith issues 'e/ore they can a//ect end>users or cause do"ntime.
&# Change management;
2t is a #rocess "here'y changes to the in/rastructure are closely revie"ed and /ormally a##roved 'e/ore
'eing im#lemented. Service 1esk is uni5ue in that it #rovides ste#s /or the #re#aration o/
im#lementation #lans, resource identi/ication, risk assessment, 'ack>out #lans, and scheduling.
"# Release management;
2t .llo"s 2T to 'undle multi#le changes into a coordinated release that a##lies changes se5uentially and
takes corrective action i/ one change /ails. 2n that case, a 'ack>out #lan can 'e e$ecuted and the entire
release halted and sent 'ack to the change committee /or remediation and reim#lementation.
(# Configuration management;
2t is #rimarily handled through the Symantec Con/iguration &anagement 1ata'ase 3C&1!4 and Service
1esk Coti/ication Server [H].
)# Bno,ledge'4ased management;
International Journal of Advance Foundation and Research in Computer (IJAFRC)
Volume 1, Issue 8, August!1"# I$$% &"8 ' "8(&
&C * + !1", IJAFRC All Rights Reserved ,,,#i-afrc#org
2t handles the revie" and a##roval #rocess /or kno"ledge>'ased articles and acts as a document
management system /or storing articles, I.Js, 'ulletin 'oard entries, and 9ikis tied to a data'ase o/
kno"n #ro'lem in/ormation.

IV# $/1 ARC?I.@C.=R@ <V@RVI@D

Iollo"ing diagram sho"s the di//erent com#onents o/ the #hysical data'ase, logical data'ase, and client
layers.


Figure # $ervice /es0 1anager Architecture

%no"ledge o/ the S1& architecture "ill hel# you master your administrative res#onsi'ilities. &ost
ty#ically "hen S1& installation and con/iguration com#lete, everyday interaction only takes #lace "ith
the client layer.

A# 9h3sical /ata4ase 6a3er
Gvery installation o/ S1& re5uires a management data'ase 3&1!4. &1! is a set o/ ta'les in SJ or ?racle
data'ase server. Primary server is re5uired /or every installation and can 'e only one #er installation
"hereas secondary can 'e none, one or many secondary servers. Secondary server can 'e used /or
'and"idth heavy com#onents o/ S1& such as su##ort automation, visuali0er, "e' services, re#orting.
2# 6ogical /ata4ase 6a3er
ogical 1ata'ase layer contains data'ase agent #rocess kno"n as K#lat/ormLMagent. G.g. s5lMagent
communicate "ith chosen 'rand o/ Relational 1ata'ase &anagement System 3R1&S4 and takes the
generic SJ instructions /rom the o'-ect layer translate them into s#eci/ic SJ instruction.
C# <4-ect 6a3er
?'-ect layer consists o/ o'-ect manager, "hich is kno"n as domain server. ?'-ect manager resides on the
#rimary and secondary server and maintains the o'-ects and attri'utes in memory, as de/ined in the
o'-ect level schema also run all the security in S1&. The #hysical data'ase agent secures access to the
data'ase.
International Journal of Advance Foundation and Research in Computer (IJAFRC)
Volume 1, Issue 8, August!1"# I$$% &"8 ' "8(&
"! * + !1", IJAFRC All Rights Reserved ,,,#i-afrc#org
/# Client 6a3er
The client layer consists o/ the 'ro"ser, "e' server, and S1& "e' engine. 9e' server is usually .#ache
Tomcat or &icroso/t 22S. The su##orted 'ro"sers are usually 2nternet G$#lorer, Noogle chrome and
&o0illa Iire/o$. The "e' engine #asses in/ormation to the o'-ect manager, "hich #o#ulates the real
o'-ect attri'utes and instructs the data'ase agent to store the o'-ect as a record "ith /ields in the callMre5
ta'le. The data'ase agent then stores this in/ormation as a record in the callMre5 ta'le in the &1!
#hysical data'ase.
V# 9R<C@$$ A=.<1A.I<%
Process .utomation is designed to s#eed the delivery o/ 2T services "hile hel#ing to remove manual
errors. !y de/ining, automating and orchestrating #rocesses across organi0ational silos that use dis#arate
systems, Process .utomation hel#s im#rove #roductivity "hile also en/orcing standards. 9ith Process
.utomation, you can automate 2T #rocesses that s#an multi#le organi0ations and systems, reduce the
time it takes to deliver services, and en/orce standards and com#liance #olicies across de#artments


Figure &# .he graphical Dor0flo, designer allo,s for eas3 process optimi7ation

VI# $@RVIC@ 1A%AE@1@%. 9R<C@$$ 1A9
The service design #rocess ma# #rovide guidance /or designing and develo#ing o/ services and service
management #rocesses, and covers design #rinci#les and methods /or converting strategic o'-ectives
into #ort/olios o/ services and service assets. ?rgani0ation should use guidance #rovided in service
1esign to /irst revie" "hich elements o/ these #rocesses they have in #lace, 'e/ore trying to change and
im#rove design ca#a'ilities /or service management [2].

International Journal of Advance Foundation and Research in Computer (IJAFRC)
Volume 1, Issue 8, August!1"# I$$% &"8 ' "8(&
"1 * + !1", IJAFRC All Rights Reserved ,,,#i-afrc#org


Figure "# $ervice 9rocess 1ap

1# 2T Service Continuity &anagement 32TSC&4 assures and su##ort overall 'usiness continuity
management 'y ensuring that the re5uired 2T technical and service /acilities can 'e recovered "ithin
re5uired and agreed u#on 'usiness time>/rames.
# Service evel &anagement ensures that an agreed level o/ 2T service is #rovided /or all current 2T
services, and that /uture services are delivered to agreed achieva'le targets[(][H].
&# Service Catalog &anagement is the develo#ment and u#kee# o/ service catalog that contains all
accurate details, the status, #ossi'le interaction and mutual de#endencies o/ all current services and
those 'eing #re#are to run o#erationally [H].
"# .vaila'ility &anagement ensures that the level o/ service availa'ility delivered in all services is
match to or e$ceeds the current and /uture the agreed needs o/ the 'usiness in a cost e//icient
manner.
(# 2n/ormation Security &anagement ensures the alignment o/ 2T 'usiness security and that in/ormation
security is managed e//iciently in all services and service management activities.
)# Ca#acity &anagement ensures that cost>-usti/ia'le 2T ca#acity in all areas o/ 2T al"ays e$ist and is
matched to the current and /uture agreed needs o/ the 'usiness in a timely manner.
VII# $=11ARA

Traditional 2T hel#>desks canOt kee# #ace "ith the gro"ing challenges /acing todayOs 'usinesses. 9hat
organi0ations need is a /ull 2T li/e>cycle management a##roach that automates #rocesses, ena'les
increased sel/>service /or common 2T and 'usiness service re5uests, im#roves availa'ility and service
levels, and ultimately drives do"n the cost o/ hel#>desk su##ort. The "ay to get there is through the
integration o/ 2T2 'est #ractices. The all>ne" Service 1esk 3Symantec Service 1esk H.), C. service desk
12.P4 is todayOs most e//ective solution /or achieving that o'-ective. These days, organi0ations need the
a'ility to 5uickly ada#t to ne" conditions.

International Journal of Advance Foundation and Research in Computer (IJAFRC)
Volume 1, Issue 8, August!1"# I$$% &"8 ' "8(&
" * + !1", IJAFRC All Rights Reserved ,,,#i-afrc#org

VIII# R@F@R@%C@$

[1] I. !eisse, 6. Nuide to com#uter @ser Su##ort /or ;el# 1esk Q Su##ort S#ecialist7, Iourth Gdition.
Course Technology, 2)1).

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C, 2))=.

[<] P. !rooks 3ead author4, Jan van !on 3chie/ Gditor4, 6&etrics /or 2T Service &anagement7. Ran
;aren Pu'lishing, 2))+.

[(] 2T 2n/rastructure i'raryB Service ?#eration, ?//ice o/ Novernment Commerce and TS?, 2))H .

[=] Nucer, R. et al., 2m#lementing 2!& Tivoli Service Re5uest &anager RH.1 Service 1esk, 2!&
Red'ook SN2(>H=HP>)), Covem'er, 2))*.

[+] 2TS& Q Service 1esk 2m#lementation #ro'lem , R Consulting 2T Service &anagement
2m#lementation guidelines 2))<.

[H] ?//icial 2T2 S 9e'site, 6"hat is 2T2T7 [?nline]. .vaila'leB
htt#BEE""".itilo//icialsite.comE.'out2T2E9hatis2T2.as#[.ccessedB .#ril. )H, 2)12].

[*] .. Chen and S. %. Chou, 62ssue in 2m#lementing 2n/ormation Technology Service &anagement7
Service Science, Rol. 1, Co. 2, 2)1), ##. 1>=.

[P] 9iki#edia, 62n/ormation Technology 2n/rastructure i'rary,7 2)1<.
htt#BEEen."iki#edia.orgE"ikiE2T2.

[1)] C. Uhao, ;. ;. Nan and I. Nao, 6. Study on the Process &odel /or 2T Service &anagement,7
Proceedings o/ Iinite Glement .nalysis and C.1, Peking @niversity Press, !ei-ing, 1PP(, ##. 1>=.

[11] 1. Cli//ord and J. van !on, 62m#lementing 2S?E2GC 2)))) Certi/icationB The Roadma#. 2TS&
i'rary,7 1avid Cli//ord, Jan van !on, 2))*.