1 Introduction

GLDNHRN ONEIT Service Desk Management System (GLDNHRN ONEIT SDMS) enables organizations to prevent service disruptions, better manage change risks, and provides a 360-degree view into your IT services. GLDNHRN solution with its comprehensive feature set is delivered on premise for flexibility. GLDNHRN ONEIT SDMS is a comprehensive IT service support solution designed to help you deliver superior enduser support, request fulfilment, incident, problem, and knowledge management processes with simplifed change and confguration management. GLDNHRN ONEIT SDMS lets you gain control of your change process and standardize your IT business processes in accordance with industry proven best practices such as ITIL®

GLDNHRN ONEIT SDMS can consolidate multiple, disparate service desks and separately manage multiple tenants, a key feature for service providers all with the objective of reducing the cost and complexity of managing multiple software instances. GLDNHRN ONEIT SDMS delivers extensive integrated support tools to identify, diagnose, and resolve issues, delivering a higher quality of customer service while lowering costs

2 Challenges

Composite applications and multiple delivery options including hybrid infrastructure are

significantly increasing the complexity and cost to run IT. At the same time, businesses demand a more agile and responsive IT delivering high-quality services at high speed within tight budget constraints.

But the reality is different: Too many manual and slow processes lead to errors, dissatisfying the end users with the service desk experience so that they often bypass IT to go to other sources for support. As a result, IT runs the risk of increased ticket volumes, long issue resolution times, unmet business needs, and increased compliance risks leading to high IT operations cost.

How can IT meet these challenges?

IT organizations are looking to IT service management (ITSM) to deliver high quality IT services that meet the business needs for speed and agility under these tough conditions. But, ITSM has lots of moving parts, and often the benefits it offers are offset by the cost and complexity of acquiring as well as managing a complete service desk software solution. TAC can solve this challenge by delivering everything you need for a world-class service desk in a single offering. GLDNHRN ONEIT SDMS is a service desk solution to automate key IT processes for increased IT efficiency, to deliver a superior user experience, and to reduce the cost of running your IT.

3 Business Value

To survive in today’s economy, IT organizations face increasing pressure to do more with less. So IT organizations are taking a comprehensive approach to service support by treating individual functions within service support as an integrated whole. Holistic and end-to-end service support is about replacing the traditional silo based approach with a unifed support strategy for incident, problem, change, configuration, knowledge and asset management.

 

 

 

 

 

 

 

Companies that have implemented this approach are

achieving greater IT effciency and reducing costs:

  • GLDNHRN ONEIT SDMS’s integration of incident, problem, change, and knowledge management is the key to effciently delivering services to customers with their end users even in different countries. GLDNHRN ONEIT SDMS is helping to manage incidents by maximizing agent effciency and is instrumental in moving its customers to standardized, ITIL based processes for greater IT service consistency.
  • A large IT services provider can improve effciency, reducing staff overtime and boosting the quality of its services by using GLDNHRN ONEIT SDMS to identify customer trends around change requests.
  • GLDNHRN ONEIT SDMS’s self service help capabilities are helping users solve their own IT issues, with up to significant percent of issues can be resolved without direct involvement from IT.
  • A financial services company can reassign significant percent of IT service desk agents, resulting to annual savings from service management costs.

4 Product Overview

Resolve IT problems faster, manage risks, and save costs Managing service desk processes is always a challenge, and becomes more complicated when a inhouse build or outdated help desk, multiple help desks inherited through mergers and acquisitions, or mismatched help desk upgrades do not fully integrate. Often, the processes used to resolve end users’ requests simply break down. Information silos act as barriers to responsiveness and resolution, and

IT doesn’t have the necessary visibility into the infrastructure to successfully support its services. With a centralized service desk, GLDNHRN ONEIT SDMS provides you with the solution to investigate and resolve problems, and to assess the risk of change while helping your end users automatically solve their own requirements and requests by making them asset on the IT organization’s knowledge

 

Reach the collective wisdom of organization’s many stakeholders and communities

Today’s more mobile and decentralized workforce is driving a cultural shift to online collaboration for incident and issue resolution. Collaboration helps both your IT and end users reduce (MTTR), and reduce the number of open tickets by facilitating user self service help.

Simplifying the user experience by consolidating relevant information is still the main challenge for self service help. Community based communication tool can help you overcome these challenges, in addition to helping you lower your company’s support costs and reducing the burden on your IT service owners, analysts and capability developers. This powerful collaboration platform connects users to other users and experts, and also connects users to internal and external knowledge sources. The ability to capture new knowledge based on problems already resolved provides for continuous improvement in reducing the volume of incident records and shorter MTTR if an incident or request is opened and handed off to GLDNHRN ONEIT SDMS.

 

Making the service desk more effective

The traditional mandate for internal IT and IT service support providers is to deliver improved service quality and control support costs is challenged daily by systems going down and service disruptions. These challenges inhibit end-user performance and contribute to lower productivity and overall business performance. GLDNHRN ONEIT SDMS automates best practices for request, incident, problem, change, confguration and knowledge management. With these interlocking processes in place along with fullfeatured self service help capabilities, your IT analysts address fewer redundant user requests and correctly respond to service outages. IT organization can enhance user productivity and proactively support the key technology requirements of the business.

Visibility into IT silos

IT often creates multiple silos, each making changes as fast as possible, and with no single team monitoring for conflicting changes or collisions. The reactive nature of traditional IT results in many conflicts being fxed after the fact, and after the business has been impacted. In today’s complex IT environments, that include teams spanning the globe, the silo model is no longer sustainable. An automated “manager of managers” for all your change silos is a necessity. GLDNHRN ONEIT SDMS delivers sophisticated transition and change management capabilities, providing visibility into all scheduled changes in the enterprise.

 

 GLDNHRN ONEIT SDMS features an open change management process that can be integrated with disparate change silos to provide a single point of control for true enterprise change management. As the single point of control, GLDNHRN ONEIT SDMS can integrate your changes from multiple sources so all changes can be viewed together and in context for proper risk assignment and change impact identifcation

5 Value Delivery

GLDNHRN ONEIT SDMS is a comprehensive, fully converged and integrated solution for the service desk that draws on service management focus and experience. It provides a powerful platform to standardize, automate, and enforce convergence on key IT processes and demonstrate value to the business. It offers efficiencies through:

  • Convergence, integration and automation of key IT processes such as incident, problem, service level, and end-to-end change and configuration management
  • Integrated knowledge system by metadata and masterdata management
  • Easy customizable out-of-the-box IT Infrastructure Library (ITIL®) based process models for reliable, efficient service operations and delivery.
  • Self service interface with a consumer like experience, providing easy access to a service and request fulfilment catalogue, and integrating with knowledge management to meet business and user needs and expectations.
  • Data analytics simplifies, automates, and speeds up key service desk processes like incident and problem management.

 

GLDNHRN ONEIT SDMS orchestrates your ITSM processes and allows to track interactions, calls, requests, incidents, problems, changes, releases, configurations, and service level agreements. For every service desk task, it can be known who is responsible, what has been done and still needs to be done, and whether the task is being completed quickly enough.

 

What are the results?

 

Low costs, improved agility, speed and responsiveness for service delivery as well as support, high user satisfaction, less risk, and better compliance with IT policies, standards and regulations.

 

6 License Flexibility

TAC has deviated from traditional pricing models to offer GLDNHRN ONEIT SDMS software as part of the GLDNHRN ONEIT Suite, a comprehensive yet easy to order solution bundle. It includes all GLDNHRN ONEIT SDMS Software and GLDNHRN ONEBCM Management Packs. You can choose between two licensing options—a named user license and a concurrent user license. Maintenance and support have an additional annual fee.

7 Functionality Overview

  •  Core capabilities for role based access, master configuration management system (MCMS) , and a configuration instance management system (CIMS) which establish CMDB and CMS.
  • Mobile access, which helps to search the service catalogue, the knowledge base, submits requests,

 resolves incidents, and approves changes more quickly.

  • Reporting for all processes with more than 50 outof-the-box view reports including role-based dashboards and flexible report distribution supporting different formats such as HTML, PDF, and Microsoft® Excel. Custom advanced reports are easy to build with the intuitive user interface.
  • Excellent service desk, incident, and problem management support to quickly identify and resolve service outages, centrally triage issues, track work and responsibility, and establish a historical record of service disruptions and resolutions.
  • Integrated knowledge system leverages data analytics technology to simplify and automate service management, to find answers to problems quickly, and to identify patterns in service desk and other data to increase your service desk’s efficiency.
  • Service catalogue that provides a user-centric service perspective for products, services and self service support, and dynamic case based request fulfilment management that automates the entire process, from the initial user request through delivery, fulfillment, and update of the knowledge system.

  • Collaboration connects real and virtual service desk agents with end users and employees in other departments to share and contribute knowledge.
  • Automation and dynamic case based request management for service catalogue and request fulfilment catalogue.
  • Knowledge management that provides comprehensive answers in real time for both IT practitioners and end users.
  • Change, release and deployment management for quick and efficient response to change requests,

 more effective change advisory boards (CABs), and automated impact analysis, conflict detection, and unplanned change detection as well as validation.

  • By using GLDNHRN ONEBCM-VVM, an easy-to-use survey with a variety of views and reports within GLDNHRN ONEIT SDMS, along with supporting interactions, incidents, requests, problems, changes, and configuration items.
  • GLDNHRN ONEBCM-SLM Service level management for standardized objectives and service-level agreements, cost-based service delivery pricing, and service level tracking.
  • Convergence and integration with GLDNHRN ONEIT Suite and even with other software solutions for monitoring, project and portfolio management, discovery, asset management. It also connects to your Lightweight Directory Access Protocol (LDAP) directories, email, and databases.

 

8 Features

GLDNHRN ONEIT SDMS acts as a single point of contact for all users. It accelerates the restoration of service and assists to manage future events from adversely impacting business services, while also helping to improve IT staff effciency. GLDNHRN ONEIT SDMS delivers a more effective end-to-end service support solution via integrated, easily adopted, enterprise-scale technology:

  • Native support for the flow of ITIL processes Initial Request Fulfilemnt, to Incident, to Problem, to Change supported by Knowledge Management and complemented with support automation and workflow processes -all in an integrated and interoperable environment that provides fully confgured user interfaces tailored per user per role to maximize effciency.
  • Change Management provides the ability to manage change across the enterprise by providing the visibility needed to make infrastructure and application decisions based on a better understanding of business impacts. Utilizing the CMDB, changes are evaluated and conflicts involving the same Confguration Item (CI) are automatically displayed. GLDNHRN ONEIT SDMS provides the ability to manage change across the enterprise by providing the visibility needed to make infrastructure and application decisions.
  • Configuration Management provides the foundation for a comprehensive Confguration Management System (CMS) by Master Configuration Management and Configuration Instance Management for greater management control over your IT environment by providing a consolidated view of CIs and their interdependencies.  

  • Self selvirce help support provides users a personalized self service with information on outages and their existing requests, as well as intelligent solution search and notifcation, integrated password reset, chat, and automated repair options along with analyst-driven remote repair.
  • GLDNHRN community-based communication tool effectively leverages community conversations along with federated internal and external searches (community, Google, knowledge base) to help users fnd answers to their issues.
  • Knowledge Management uses the metadata models and masterdata definitions to help connect IT with the business it supports by presenting accurate, authoritative, timely, and consistent information tailored to the needs of end users and service desk analysts.
  • Support Automation helps IT support analysts to remotely fix requests and incidents quickly and cost effectively by providing proven resolution tools and techniques to identify, diagnose, and resolve diffculties before they impact vital business processes.
  • Multi Tenancy enables multiple independent tenants (organizations or departments) to share a single implementation of GLDNHRN ONEIT SDMS. Within the multi-tenant architecture, tenant data and confgurations are virtually separated so that each client organization works with its customized virtual instance. GLDNHRN ONEIT SDMS provides the granular user and data access controls to permit/deny sharing of confguration, process,
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