Service desk Manager (SDM), on-premise or on- demand, is designed to help you prevent service disruptions, better manage change risks, and provides a 360-degree view into your IT services. It is versatile, comprehensive IT support solution to help you build superior request, problem, incident and knowledge management process with simplified and enhanced change and configuration management. SDM Lets you get control of your change process and standardized your IT business process in accordance with industry-proven best practices. Service Desk Manager provides a modern, consumer-like user experience featuring mobility, social media-based collaboration and compelling visualization for end users, analysts and management. SDM can consolidate multiple, disparate help desks and separately manage customers without having to deploy multiple service desks, a key feature for Service Providers—all with the objective of reducing the cost and complexity of managing multiple software instances. SDM delivers extensive automated support tools to identify, diagnose, and resolve issues, delivering a higher quality of customer service while lowering costs.
Service desk Manager (SDM), on-premise or on- demand, is designed to help you prevent service disruptions, better manage change risks, and provides a 360-degree view into your IT services. It is versatile, comprehensive IT support solution to help you build superior request, problem, incident and knowledge management process with simplified and enhanced change and configuration management. SDM Lets you get control of your change process and standardized your IT business process in accordance with industry-proven best practices. Service Desk Manager provides a modern, consumer-like user experience featuring mobility, social media-based collaboration and compelling visualization for end users, analysts and management. SDM can consolidate multiple, disparate help desks and separately manage customers without having to deploy multiple service desks, a key feature for Service Providers—all with the objective of reducing the cost and complexity of managing multiple software instances. SDM delivers extensive automated support tools to identify, diagnose, and resolve issues, delivering a higher quality of customer service while lowering costs.
Service desk Manager (SDM), on-premise or on- demand, is designed to help you prevent service disruptions, better manage change risks, and provides a 360-degree view into your IT services. It is versatile, comprehensive IT support solution to help you build superior request, problem, incident and knowledge management process with simplified and enhanced change and configuration management. SDM Lets you get control of your change process and standardized your IT business process in accordance with industry-proven best practices. Service Desk Manager provides a modern, consumer-like user experience featuring mobility, social media-based collaboration and compelling visualization for end users, analysts and management. SDM can consolidate multiple, disparate help desks and separately manage customers without having to deploy multiple service desks, a key feature for Service Providers—all with the objective of reducing the cost and complexity of managing multiple software instances. SDM delivers extensive automated support tools to identify, diagnose, and resolve issues, delivering a higher quality of customer service while lowering costs.
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@$
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[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].
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