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Information Technology Service Management (ITSM) Solution

Overview

ITSM enables customers throughout the enterprise to get immediate help to fix computing-related problems. ITSM enables customers throughout the enterprise to describe a new computing need, without requiring expertise in computer science, and have that request routed to the right manager for approval and then routed to the right technology group for action. ITSM maps the description of the problem or need through intelligent, automated routing for any required approvals (due to budget or policy) and action by the right IT technical specialists. The requestor doesn’t need to know anything about the IT organization; IT management can define virtual teams to solve problems without impacting organizational structure.

ITSM implements ITIL, COBIT, and Microsoft Operational Framework (MOF) Best Practices

Representative functionality in ITSM…..

· Customer selects bookmark or link from your portal to open a Help Desk Ticket for a problem or a Service Request for a new computing capability.

· ITSM receives information from Active Directory on the customer’s name, location, and contact information.

· If the customer is working in a different site, s/he can enter the alternative location.

· The Customer then enters key words to enable ITSM to narrow the search for the correct service classification.

· The Customer then selects the best fit classification for the problem or request.

ITSM prompts the Customer to provide information specific to the problem or request classification. This ensures Customers only provide essential information and that IT providers have the information needed to begin work without delay.

ITSM will automatically route problem tickets based on the classification. Service requests are routed to the authorized supervisor if approval needed based on type of request.

Authorized approvers get notification of requests from their staff that require approval.

This ensures that divisions know what their staff are requesting and that available funds are only used for priority purposes.

IT Providers are the technical specialists assigned to the virtual team with the expertise needed to deal with the classification of problem ticket or service request. Providers regularly check the queue for new workload. The queue can be filtered by classification, location, virtual team, organizational unit or other criteria.

A Provider can look for other tickets originating in the same building or location to save return trips and increase productivity and customer responsiveness.

After selecting a work order on which to work, the IT provider can view details on the ticket or request and see other work orders the system has spawned.

What does Open Source mean to you?

ITSM is Open source software. It is yours for free. Trinity Technology Group offers technical assistance to plan your customized implementation. This is optional. Trinity TG also offers a subscription service that will answer technical questions and fix any defects. You receive full access to the code whether you subscribe to our services or not. You are free to make modifications to ITSM’s application and database. Under the open source licensing agreement, you must submit your modifications to the ITSM project for potential use by other project participants. All enhancements made by TrinityTG automatically go into the Project for use by the entire open source community.

Planning Your ITSM Implementation

Install ITSM in a “sand box” to get familiar with automated support for service management best practices.
Understand the business process workflow and how ITSM supports best practices for Help Desk and Service Management.
Verify the classification system for tickets and requests and add/change/delete as best meets your needs
Define the Teams – this is a chance to define response teams independently of how your staff are organized for control purposes.
Define the Approvals required for Service Requests.
Verify the privilege levels for IT staff
Install the software and database and implement your modifications
Customize training materials for IT staff
Prepare your rollout: ensure customer understanding and buy-in; define timeframes
Install your configured solution in a production environment.
Begin usage!
Monitor usage and work with customers who are slow adopters; ensure customer understanding and add training for IT staff that need supplemental assistance.
Ask questions any time.
Suggest enhancements and let us help you think through how best to add them to the ITSM Road Map.

ITSM Technical Supplement

The Data Model is fully relational to readily support any custom extensions by individual agencies and to prepare for future enhancements to the overall ITSM solution suite.

ITSM supports any number of customers, IT help desk and service request response providers, organizational units, geographic locations, and volume of work orders.

ITSM works with either MS SQL Server or Oracle databases. The business logic is strictly isolated from both the presentation and data access layers.

ITSM embraces state-of-the-art component-based design practices. The disciplined design approach enables ready enhancement of any existing component without cascading impacts on the rest of the system. New components will be implemented in future releases with full backward compatibility.

For further information, please contact:

Stephen Williamson

Principal, Business Architecture Services

svwilliamson@trinitytg.com

916-213-4358

Sudhir Yawale

Technical Manager, Customer-Facing Solutions, Microsoft Technologies

syawale@trinitytg.com