Subject: Advance Cryptography Assignment no/title: ITIL Compliance Tools

Submitted by: Name: Muhammad Awais Reg no. 10065 Semester: Summer

Submitted to: Mr. Mustafa Raza

Military College of Signals National University of Science and Technology

Various Tools for IT Service Management/ ITIL V3

Vendor Software ITIL Coverage Assets Management Availability Management, Capacity Management, Change Management, Event Management, Financial Management, Knowledge Management, Problem Management, IT Service Continuity Management, Release and Deployment Management, Service Asset and Configuration Management, Service Portfolio Management Incident Management, Problem Management, Change Management, Request Fulfillment, Service Asset & Configuration Management Incident Management, Problem Management, Request Fulfillment, Service Asset & Configuration Management Incident Management, Problem IBM Tivoli Service Request Manager v 7.1 Management, Request Fulfilment Incident Management, Problem Management, Change Management, Service Level Management, Service Asset, Configuration Management and Request Fulfillment Incident Management, Problem Management, Change InteQ Corporation InfraDesk 5.1 Management, Service Level Management, Service Asset & Configuration Management, Marval Software Limited MSM v 12 Request Fulfillment Availability Management, Capacity Management, Change Management, Event Management, Financial Management, Knowledge Management, Problem Management, IT Service Continuity Management,

EMC

Servicenow

CA Inc.

CA Service Desk Manager r12.5

Espiral MS (Espiral ProactivaNET 8 Microsistemas S.L.L)

iET Solutions

iET ITSM 5.1

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Release and Deployment Management, Service Asset and Configuration Management, Service Portfolio Management

Suggested Tool:
ServiceNow By EMC
ServiceNow is a leading provider of cloud-based services that automate enterprise IT operations. ServiceNow creates a single system of record for all IT processes within a company. This system brings together IT strategy, design, transition and operation on a powerfully simple cloud platform that just works. ServiceNow is built to be a productivity tool for all types of business users including the CIO, service desk staff, application developers, IT finance, IT operations and business people. ServiceNow applications are built on a single platform as a service. The platform offers a consistent and intuitive user experience through the entire IT Infrastructure Library (ITIL) service lifecycle.

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Covers all areas aspects of ITIL like: 1. Service Desk Manganement 2. Operations Management 3. Facilities Management 4. Incident Management 5. Problem Management 6. Event Management 7. Release Management 8. Change Management 9. Access Management Some of ITIL compliance modules are described below: Change Management

With ServiceNow Change Management, you get an intuitive change calendar, high-volume risk calculator, and collision detection. Built on the same platform with the CMDB, Discovery, and release management, these processes all work together to create a closedloop change management system. But for IT 3.0, that's not enough. ServiceNow provides groundbreaking technology that improves communication across silos with social IT chat and live feed collaboration built into the change management system. With ServiceNow, you can create virtual chat rooms for emergency change approvals or on-the-fly change advisory board (CAB) meetings. Because change and release management sit on a common ServiceNow platform, the user interface is familiar and usable. Your entire IT staff will be working together better to reduce unapproved changes. The result is fewer unplanned service disruptions, higher customer satisfaction, and overall improvement to the reputation of IT.

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Configuration Management

The CMDB is essential for world-class IT. That's why the best IT thinkers trust ServiceNow for project success. Streamline your CMDB implementation and ongoing maintenance by using ServiceNow Discovery to automatically populate the CMDB as well as the relationships between configuration items (CIs). Or, use our existing integrations to third-party data sources or create your own integrations through web services. Our built-in data reconciliation and normalization tools ensure accurate and useful data. ServiceNow CMDB service modeling simplifies the management of CIs and services across all ITIL processes. Additionally, those CIs and processes now have a voice, allowing them to communicate through ServiceNow Live to inform your user community of outages. Its the world's first social CMDB! You can manage IT costs though an intuitive application directly linked to each CI in the CMDB. You can even use social IT tools to create a chat room about an incident, record the chat activity, and receive notifications when the incident record changes. Service Desk Business and IT people tell us they wish their IT service desk was as interactive as Facebook and as accessible as Google. They say legacy service desk products have changed little and can't keep up with their demands. ServiceNow changes all that. The ServiceNow Service Desk cloud service is powerfully simple, highly social and available through any browser. It is built on the IT Infrastructure Library (ITIL), and gives you the freedom to completely configure the application. And the changes you make are preserved through all automated upgrades. It's not magic; it's simply software built for IT 3.0. Operations Management The ServiceNow Configuration Management Database (CMDB) is the heart of our cloud service. It helps you track configuration item relationships, automatically define IT services

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and manage IT processes in one system. With ServiceNow, you can quickly understand how well your services are performing, how they are being used and how much time and money is spent supporting them. This is IT operations in ITIL.

Case Studies for Service Now:

Three case studies are attached in zip file along with assignment.

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Some other ITIL/ Services Management Tools 1. Manage Engine ServiceDesk Plus 8.1
ServiceDesk Plus integrates help desk requests and assets to help you manage your IT effectively. It helps to implement ITIL best practices and troubleshoot IT service requests faster. ServiceDesk Plus is a highly customizable, easy-to-implement help desk software. More than 10,000 IT managers worldwide use ServiceDesk Plus to manage their IT help desk and assets. ServiceDesk Plus is available in 23 different languages.

2. CA Service Desk Manager

Service desk software from CA Technologies optimize the business users support experience. Gain the ability to deliver high-quality, consistent IT service support with Service Desk Manager. Be able to easily automate incident, problem, knowledge management, interactive support, self service and advanced root cause analysis. Deliver superior end-user support with simplified change and configuration management. Service desk software from CA Technologies delivers extensive automated support tools that resolve issues, achieving a higher quality of customer service while lowering costs for business.

3. Nimsoft Service Desk

Nimsoft Service Desk maximizes ITs responsiveness, efficiency, and business value. Nimsoft helps coordinate and accelerate incident response and proactive IT management so increases user satisfaction, reduces costs, and meets business objectives. Nimsoft Service Desk gives a clear, consistent interface between business and IT. It accelerates incident response and enables proactive IT management.

4. Livetime Service Manager

LiveTime Service Manager is a complete ITIL v3 certified service management tool for the enterprise. Based on open standards and a Web 2.0 interface, LiveTime enables organizations to implement best practices in a matter of weeks, not months.

5. HP Business Service Management

HP Business Service Management (BSM) combines Application Performance Management, Network Management, and Systems Management, all of which leverage the HP Run-time Service Model (RTSM). The RTSM is a comprehensive real-time service model for traditional, mobile, virtualized and cloud environments. Powered by the RTSM, BSM provides an analytics layer, called Service Intelligence, which converts data into actionable knowledge. Automate event correlation, align ITIL processes, and quickly identify issues using BSM HP Operations Manager i (OMi). Page - 6 -

6. HP System Management
HP System Management, formerly Operations Center, is a solution that consolidates and correlates fault and performance events across your entire physical and virtual IT infrastructure. HP System Management helps quickly identify and resolve problems by providing full visibility into your IT infrastructure and centralize IT monitoring to eliminate duplication of effort resulting from separate consoles for each IT silo. HP System Management is now part of the HP IT Performance Suite.

7. OTRS (Open Source)

OTRS is the leading open-source Help Desk and IT Service Management (ITSM) solution used by thousands of organizations worldwide, enabling transparency and collaboration for service desk and customer support teams, including those implementing ITIL Best Practices. OTRS Group offers consulting, support, customization and hosting services.

8. Infra Service Desk

Service Manager provides:

The ability to define rules to ensure that calls are routed to the right person every time. Automatic notification of Incident details to stakeholders and forums that have the experience required to solve the issue. Real-time visibility of progress against Service Level Agreements. The ability to log and track the progress of Incidents via the Customer and External Supplier portals. Instant identification of potentially related Incidents, Problems and/or Known Errors. Clearly defined treatment of Incidents, Major Incidents, Problems, Known Errors, Service Requests and Requests for Changes. Access for external suppliers to action Incidents via a designated portal.

9. HEAT Service and Support 9.5 from FrontRange Solutions

Built on more than 15 years of service management experience, award-winning HEAT help desk software integrates core service and support components into one complete help desk software solution to reduce costs and increase operational efficiency. HEAT, and its modules listed below, offers a powerful and flexible solution, with one of the industrys lowest total costs of ownership. Users can also expand the power of HEAT with a series of easily integrated IT Service Management modules based on IT and ITIL best practices. Page - 7 -

10.

HEAT Software from SMA

HEAT software delivers customer service and support solution for IT help desks, support centers and call centers. A full-featured, out-of-the-box customer service, support call ticket and call logging solution, HEAT enables corporate streamlining of employee and customer support interactions. This affordable, easy-to-use, practical solution helps you gain control of your service and support issues and resolve them quickly and efficiently.

11.

BMC Remedy IT Service Management Suite

Reduce complexity and make customer support, change, asset, and request management a seamless integrated process. This comprehensive suite includes:

A full set of IT service management applications that share a native, purpose-built architecture and best-practice process flows The industrys leading service desk solution A closed-loop change and release process tied to incidents and problems Self-service request catalog for IT, security, and, business needs Tracking of incident response times and service desk performance against SLAs Asset and software license lifecycle and compliance management Real-time performance and ROI metrics reporting Mobile applications with instant alerts

12.

TechExcel ServiceWise

TechExcel ServiceWise is a help desk and ITSM solution which allows to handle service and support processes. Some key features of ServiceWise includes incident tracking, workflow enabled email management, complete incident workflow, reports and analysis, knowledge management and more. Clients who deploy ServiceWise benefit from being able to provide a holistic support process to ensure that employees are more productive at the same time reduce IT support costs.

13.

Epicor ITSM

Epicor ITSM provides a robust set of service management features that support key IT processes outlined by ITIL version 2 and ITIL version 3 and has been certified by Pink Elephant as ITIL Compatible in five key service management areas incident management,

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problem management, change management, configuration management, and service level management.

14.

FrontRange ITSM

FrontRange ITSM is a customizable, cost-effective IT management solution empowering world-class service and management. Each module can stand alone or efficiently integrate with the others. Built specifically for small to mid-sized organizations and geographically distributed enterprises, ITSM incorporates ITIL best practices, bringing together the best in management practices with the best in technology. FrontRange ITSM has modules in the following key service management areas: incident managent, problem management, change management, release management, configuration management, service level management, availability management, knowledge management, self service.

15.

Octopus

Octopus is one of the first IT service management applications available on demand. Originally released in October 2005, Octopus is now used on a daily basis by close to 5,000 users. Octopus is not a help desk solution having simply been adapted to conform to ITIL. It has been built from the ground up upon ITIL specifications. For this reason, Octopus enables you to easily and efficiently introduce ITIL best practices. Octopus has modules in the following key service management areas: incident management, change management, problem management, configuration management, service level management, event management.

16.

Mansystems ExpertDesk

Mansystems ExpertDesk software standardize companys processes, enabling consistent high quality service. It manages incidents, problems, and changes with a standard ITIL or eTOM dataset and offers unique value to clients. ExpertDesks crucial business processes (incident management, problem management, change management, configuration management, operations management, service level management, workflow management, self-service, report management) are active right out-of-the-box. The unique architecture enables quick and easy development of completely new, custom modules, such as complaint management, in weeks instead of months.

17.

.Biz

.Biz is an integrated suite of IT Service Management Applications based on ITIL best practices and Microsoft .NET industry standard technology. .Biz provides easy installation, out-of-the-box functionality and is roll-out ready, as well as the Source Code to truly secure your investment and making it your own, all with an Unlimited License. Key processes includes service request, incident management, change management, asset Page - 9 -

management, service level management, project management, survey management, requisition management.

18.

Sostenuto ITSM

Sostenuto ITSM is an advanced, fully browser-based IT service management solution featuring pre-built processes for every ITIL discipline. ITSM facilitates a lifecycle approach, in keeping with recent ITIL 3 guidelines, and offers superior change management, advanced remote access and the ability to extend to further functions within your organisation such as HR and procurement. Key processes include Incidents, Problems, Changes, Configuration, Knowledge, Service Levels, Release, Product, Order and Contract Management.

19.

Serio IT Service View Pro

Serio IT Service View Pro is a monitoring and plugin engine for data center professionals, availability managers and those involved with the ITSM processes. Some key features includes real time availability statistics, define service levels to a site or equipment which is being monitored and auto availability reports generation, etc.

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