Service Management

Pragmatic ITIL 3.0 Business Service Approach

PS'Soft Advanced Service Management includes two main capabilities: PS'Soft Business Service Designer which includes Service Design and Impact Analysis and PS'Soft Service Level Management. It enables a company to implement a pragmatic Business Service Management and Service Level Management approach align with ITIL V.3.

Design Approach

PS'Soft Business Service Designer allows companies to graphically design their Service Catalog maps. The business impact analysis capability enables companies to define dependencies, relationships and impact rules related to their Service Catalog items. This solution is perfectly adapted to create the link between IT operations and Business and smoothly initiate a true Business Service Management approach.

Key Features:

• Drag and Drop business Service Modelling - enables companies to model their critical services
• Full integrated with Asset, User and Configuration repository - easily drag and drop easily existing asset, user or configuration on the service catalog model.
• Business Impact Rules and Analysis - enable proactive impact analysis of an event on business
• Drilldown capabilities to asset and configuration details - enable access to change history of all CIs and assets
• Web service integration with Network System Management tools - enables automatic creation of events from external systems
• Business Impact simulation - enables proactive analysis of simulated events on the business activities of the company
• Service availability reports - provides information for decision support and problem management

Key Benefits:

• Pragmatic Business Service oriented approach - through a step by step implementation of services which are critical for the business
• Provide a unique and clear view of IT Critical Services - by providing graphical representation of the service and peer-to-peer and hierarchical relationships between configuration items
• Anticipate business impact in terms of cost and risks - through configurable impact analysis rules
• Link IT to business and business to IT - through a tight integration with unique central repository of asset, configuration and user and a clear model of service
• Accelerate decision support - through a better knowledge of availability of services
• Proactive incident and problem management - through impact analysis and alerts

Service Level Management

PS'Soft Service Level Management allows companies to combine the measurements from different tools, PS'Soft solutions or others, and correlates the data to create a single point of monitoring of the levels of service delivered. PS'Soft Service Level Management transforms the measurements into service indicators and integrates them automatically into service contracts while measuring user satisfaction regularly with on-line surveys. With PS'Soft Service Level Management, you can proactively manage your Service Level contracts and associated Operational Level Agreements (OLAs), Service Level Agreements (SLAs) and Underpinning Contracts (UCs).

Key Features:

• Define Service contracts and commitments - enables formalization of agreements
• On-line survey builder wizard - enables measurements of user perception of the service delivered
• Correlate measurement from various tools and from PS'Soft solution to create indicators - enables flexibility in indicators calculation
• Automatically dispatch Service Level Reports - to improve communication
• Easily configure screens and data gathering - to customize the solution to your needs
• Service Level Management View - enables executive-level graphical view of Service Levels

Key Benefits:

• Continuous Service Level Improvement
- through executive-level graphical view of service level and proactive alerts
• Improved communication
- by automatically sending service level management report - see Figure 4
• Increase user satisfaction
- with automated on-line surveys to measure end user perception
• Integration ready
- with standard connectors to gather virtually any information

An Integrated Solution

The PS'Soft Advanced Service Management solution is perfectly integrated with all other PS'Soft solutions.

PS'Soft IT Business Intelligence and PS'Soft Executive Dashboard are unique capabilities which work throughout the PS'Soft solutions to deliver dashboards and KPI tailored to executive-level positions such as the CEO, CTO and CFO.