NetZoom Service Desk

 

Every organization establishes formal processes to ensure efficient and reliable delivery of IT services. These processes evolve from internally-developed best practices and are often modelled after ITIL fundamentals. Organizations implement ITSM software to store and track assets and manage processes to deliver an IT service desk, a ticketing system driven by workflow.

NetZoom DCIM offers a single, accurate, centralized database of all physical and virtual data center assets that provides insight to capacity planning, optimization and complete data center visualization including: equipment, power, network, connectivity. It helps answer the essential questions: what assets does the data center have, where are they located, how they are performing, where is the available space and power capacity, when might the capacity exhaust, and more. Hence, DCIM is key to ensuring efficient management of the data center assets, environment, uptime and availability.

The Data Center is central to delivering IT services and DCIM is regarded as the trusted source of the data center information. Organizations select ITSM software and companion DCIM software that tightly integrate to ensure reliability of information and maximize the efficiency of data center operations.

NetZoom comes with a ready to use Service Desk (ITSM) module. The NetZoom Service Desk provides necessary visibility and control while achieving measurable user satisfaction in service delivery. At the core of the Service Desk is a workflow management system for handling Service Requests, Incidents, Problems and Changes with ability to create links between service requests, incidents, problems and change records.

NetZoom also offers out-of-box integration with popular ITSM software to keep the CMDB up-to-date with more reliable data center information and advanced lookup and also provide the ITSM with efficient and accurate change management and incident management.

NetZoom provides the following functionality in the Service Desk module:

 

Knowledge Base

These days virtually everyone expects easy access to information. Often information is locked away in discrete files, databases and other sources in an organization. Organizing important information into a knowledgebase opens the door for improved customer service, greater productivity, increased collaboration, and a lot less time spent answering the same questions.

A well-stocked knowledgebase enables true Self-Service and reduces calls to the Service Desk as the information is available at the user’s fingertips.

 

Ticketing

A Ticket is essentially an automatically assigned identifier to track a service request, incident, problem or change. A Ticketing system manages all of the tickets, who opened each ticket, who served it and the ticket state (Open/Closed).

 

Service Request Management

Service Requests are usually handled by IT professionals using the Service Desk/Service Management/Service Desk/Service Management feature. A Service Request is a formal request submitted by a user requesting some type of IT service such as software or hardware, or a request for information or advice, or an Access Change for an IT Service by using the features at My Task/My Task/Services.

Example: Reset a password, or requesting IT Services for a new User.

Service requests can also be submitted to report an issue or problem.

Self-Service: The availability of Self-Service through the Knowledgebase, available at My Task/My Task/Services/Knowledge Base, decreases service resolution time and reduce the volume of incidents coming into the Service Desk. Each user can monitor and track the status of each of his service requests through the life cycle of the Service Request by using the features at My Task/My Task/Services.

 

Incident Management

An incident is an unplanned event that is responsible for an interruption in IT service or the deterioration in service quality. Effectively managing incidents in a data center is critical as each incident must be resolved quickly in order to restore services to full capacity.

Example: Failure of one disk, Power failure, Server not responding

An incident may or may not have anything directly to do with the users.

Example: ‘Server is temperature exceeds its threshold’

Any planned service disruption or reduction in quality is generally NOT considered an incident.

Example: ‘taking a system offline for a regular maintenance’

 

Problem Management

A Problem is a consolidation of incidents. Eliminate or minimize the incident count by grouping them into a single Problem.

Example: ‘Air condition is down’ could represent multiple servers reporting that they are running above the recommended operating temperature

A planned service disruption or reduction in quality is considered a Problem. A foreseen problem qualifies to be a Problem. It could also be the root cause of one or more Incidents.

 

Change Management

Moves, Adds, and Changes affecting IT Assets, Services, Configuration Items, or Processes in a data center are categorized as a Change.

Standardized methods to control Moves, Adds and Changes and automatically notify stakeholders at every phase of the process in a Data Center help to minimize the impact of service delivery.

Example: ‘Replace server with a new model’.

 

Service Catalog and Services

A Service Catalog is a Directory of Services provided by the data center. Each catalog may offer multiple Services.

A well planned service catalog can simplify delivery processes, reduce delivery time, improve collaboration and optimize resource allocation to achieving overall increased customer satisfaction and productivity at a reduced cost of service.

 

Service Level Management

NetZoom provides the tools you need to define, track, and report service level metrics.