Cloud Based Service Management System

Solution Need

• There are Various ITSM tools in the market and choosing the right one for the Organization is very important.

• The Main expectation of the IT function from the business include

• Aligning the IT to the strategic business initiatives

• Built in flexibility to adapt to a constantly changing global market

• The ability to strategize, develop and execute new initiatives with optimal speed to remain competitive

• In actual Practice, Organizations Invest in different Tools from different vendors

• Each vendor have their own Processes and methodologies that are adopted

• Challenges become more complex when Organizations have different Software vendors supporting their IT needs. Some of the Key challenges include:

• Multiple applications from different vendors poses a challenge and need for application consolidation

• No standardization of process between different vendors providing the Service support

• In many cases, rigid delivery Process from the Vendor side leads to decreased efficiency

•  IT Service Management (ITSM) aligns the technology with the business goals of high customer satisfaction, employee productivity, seamless operations and optimal profitability.

ITSM : Problems / Opportunity

Consequence of Poor IT Service Management

• Down time of IT Services

• labor Cost for Incident handling

• Less User Productivity during Incidents

• Inefficient process / Workarounds leading to SLA breaches

• Customer dissatisfaction due to non availability of system

• Published research by Forrester has indicated that business users

•  suffer a productivity loss ranging from 10 % to as high as 50 % indicating

•  that companies are losing money because their associates cannot work

Our Solution to the Above Challenges:

• Organizations are looking at Solutions to help them upgrade the delivery capabilities and provide their support agents with capable tools.

• While the reason for implementing a ITSM Solution varies with each customer, the overall purpose is to align with their goal of improved Customer Satisfaction, keeping employees productive, deliver on SLA and manage the costs

Competitor Landscape

• More than 400 vendors offering ITSM Products in the market

•  Majority are basic / intermediate tools focusing on IT Service Desk / Ticketing functions

•  Innovations in the higher end tools are aimed / priced to suit few Organizations

•  GARTNER’s Magic Quadrant for ITSM tools assesses the viability of vendors and their competitive strength in the ITSM marketplace.

Key differentiating features with competition

Constraints with existing Systems

• Limited Flexibility in configuration Options

• Gaps in Business Requirement offer lead to huge “ Customization Costs”

•  Processes / Workflows that are configured are limited

• Existing Tools Rigid . Need to adopt different processes for different classification of Tickets which is lacking

• Limited features to Analyze Service performance and Gaps for Continuous Improvement

• Difference in Reconciliation of Ticket Status between the Project Team and Customer

• Communication needs of the various Stakeholders are limited

 SIMAINTIC Bliss Points

• Tool comes with Rich configuration Options

• Less Customization Costs due to More Configurable options

• “ Workflows catalogue” available for User to choose.

• Removes Rigidity in Adoption of processes across different classification of Tickets

• Nil Reconciliation Issues between the project team and Customer on account of SSIMAINTIC

• Bliss Points

• tandardized Reporting

•  Configurable Project Calendars ensure that the SLA Clock is well defined and tracked

• “Self Help” feature ensures that there is a reduction in no of Tickets that are raised

SIMAINTIC –Functional Architecture

Solution – Key Features

• Configuration Rich. Comes with Pre Defined Workflows and Metrics that can be inherited by organizations

• Workflow Configuration and Design made Simple, easy to Configure Complex Workflows

• On Demand Metrics and dashboard indicating the Service performance as on date

• Automated Communication with Stakeholders. Configuration can be done as needed.

• SLA definition based on Project Calendars.

Automatic Tracking of SLA Compliance. Self Help / KEDB helps meet the SLA’s defined

• Call Tree Notification for Alerts

On delay in Resolution of Tickets

SIMAINTIC – Value proposition

• Improved Efficiency and reduced Operational Cost

• Self Help efficiency and Workload reduction

• Improved visibility into Operations & Performance

• Increased Control and Governance

• Better Service / Customer experience

• Opportunity for improvement

•  Improved Access / Communication Channels & Effective Communication

• Standardization of processes

• Improved Collaboration between different teams