Business Need

• Service Management

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  Service Management (SM) is a methodology designed to help manage services a company offers and helps to mitigate the risk of issues with the service. SM is a process-based practice designed to support the delivery of benefits to customers. The Information Technology Infrastructure Library (ITIL) sets the benchmark for managing all IT related operations such as Service Management.
  
  Service Management is typically used in conjunction with Operations Support Systems. These systems involve the sharing of information that integrates people, processes, information and technology to make all systems involved in providing the service, a functional part of the business. Service Management Platforms are designed to integrate systems to allow the sharing of information between different systems for more efficient use of the data.
  
  What Service Management can do for You
  By integrating people with the processes, information and the technology the business uses, Service Management processes can be streamlined to help more effectively manage customers services. Platforms such as BMC’s ‘Remedy’ and IBM’s ‘ITSM’ software are called ‘middleware’, which provide a link between systems. This ‘link’ allows instant transfer and sharing of all Configuration Items, regardless of their location, between the different systems to provide the business better use of their customer information and data to help provide a better customer experience. These SM Platforms incorporate all practices of service management including Incident Management, Problem Management, Change Management, Release Management, the Service Desk and Failure Modes Effects Analysis testing, making these services much easier to use and manage. For example, if a customer were to call in to a help desk with an issue concerning their service, this middleware platform would gather all that specific customers information scattered over many systems and display it as one functional output for the service desk technician. The technician can create a trouble ticket containing possible cause data, relevant past incident or problem information as well as information the customer has provided in an effort to help find the cause and a possible solution to the issue.
  
  How Service Management can help
  Service Management Platforms help reduce Incident and Problem Management costs for the service providers. By allowing Service Management middleware to integrate all the configuration data and use it as a functional part of any system, processes become much more efficient. Detailed records are kept on every customer and every service they subscribe to. Many systems are used to record this information as each system would provide a different use to help manage a company’s services. By integrating systems through a SM Platform all these records are consolidated making it possible for a program to pull any information on the specific customer which helps to provide a more complete and satisfying customer experience when an issue or problem arises. Having this information at hand provides the Service Desk with all the past records from this customer including past incidents, problems and solutions. This information can be used to help figure out the current problem and find a solution.
  
  Benefits of Service Management
  Most successful businesses today have a solid foundation built around structured business methodologies and automated processes which represent Service Management. This allows the business to rapidly meet customer demands and deliver value. The product of this is enhanced efficiency, reduced costs, and competitive advantage.
  
  Service Management Platforms can ensure cost-effective and successful implementation of all Service Management initiatives through the use of its processes. SM Platforms can reduce the time of problem resolution through quick access to past problems with the same root causes through the integration of information. This enables the Service Desk Technician to include information of possible causes and solutions on the trouble ticket which can help the field tech identify the actual cause and provide a solution to the issue. This experience is designed to ultimately enhance customer satisfaction with a better customer relationship developed over trust and insurance that the best possible customer support is always provided with the help of Service Management.
  
  Service Management is a methodology based on the principal that with proper management, companies can mitigate the risk of service failures, thus providing a high quality service to the customer. With the implementation of Service Management Platforms, managing these services is simple. SM Platforms integrate the people, processes, information and technology of a company in an effort to cut down the time it takes for customer support and to maintain service levels. SM is a practice that began in the IT sector and has grown into many different industries as the need for Service Management software became apparent.

• • SM Consulting

    BMC - Remedy Service Management Software Suite
    • BMC Remedy Service Desk
    • BMC Remedy Asset Management Application
    • BMC Remedy Change Management Application
    • BMC Service Level Management.
    
    

  • SM Consulting

    HP - BTO Service Management Software Suite
    • HP AssetCenter Software
    • HP Connect-It Software
    • HP decisionCenter software
    • HP Service Manager Software
    
    

• • SM Consulting

    IBM - Tivoli Service Management Software Suite
    
    1. Process Management Products
    • IBM Tivoli Availability Process Manager
    • IBM Tivoli Capacity Process Manager
    • IBM Tivoli Release Process Manager
    • IBM Tivoli Storage Process Manager
    • IBM Tivoli Unified Process Composer
    
    2. Service Management Platform
    • IBM Tivoli Application Dependency Discovery Manager
    • IBM Tivoli Change and Configuration Management Database
    
    3. Operational Management Products
    • IBM Tivoli Compliance Insight Manager
    • IBM Tivoli Configuration Manager
    • IBM Tivoli Directory Server
    • IBM Tivoli Enterprise Console
    • IBM Tivoli Identity Manager
    • IBM Tivoli License Compliance Manager
    • IBM Tivoli NetView
    • IBM Tivoli System Automation for Multiplatforms
    • IBM Tivoli Workload Automation
    • IBM Tivoli Workload Scheduler
    • IBM TotalStorage Productivity Center Standard Edition
    
    4. MRO MAXIMO Asset Management Suite

  • TimelessMIND Service Management

    • TME Incident Manager• TME Problem Manager• TME Change Manager• TME Release Manager• TME FMEA