The Business Challenge
Every ITSM Organization strives to provide high-quality technology services to its clients and business units as part of its mission. However, software complexity, manpower changes, and changing business requirements have complicated achieving that mission. Trends such as mobility, virtualization adoption, new and increasing compliance and governance requirements, and the need to modernize existing infrastructure add further complication to managing the IT environment.
The Technical Solution
To make information across the enterprise readily available requires an enterprise infrastructure that is managed as an integrated whole. OpSmart ITSM provides a flexible, scalable, and open solution. OpSmart's modular architecture supports the addition of new capabilities and can be scaled to support multi-functional, diversified requirements, and fluctuating demand levels. OpSmart integrated system aligns ITSM resources to support customer business objectives. These services create a centralized operations and support center, providing the customer a cohesive approach to integrate process optimization, systems development and support, and network and service desk management across the business enterprise.
The OpSmart ITSM Vision
OpSmart ITSM in a Nutshell
- OpSmart ITSM is MSP's main Enterprise Management and Operations Support System.
- OpSmart's core functionalities include:
- Hardware Inventory system/client-server relationship management
- MSP Client Account Management
- Ticket tracking modules for different Teams/Solutions/Business Processes
- Change Management
- Service Delivery Fulfilment
- Incident Management
- Project Management – Task Tracking
- Integrated with other Enterprise Corporate Apps
- Peoplesoft, Scalent, Netscaler, NetApp
- Uptime, Dell, Insight, Splunk
- MSP Sales Tracking & New client/service provisioning system
- Out of the Box integration with enterprise monitoring products such as ScienceLogic EM7 and Uptime Software.
System ArchitectureThe following figure sheds some light on most architectural aspects of OpSmart ITSM such as:
- Datacenters managed by OpSmart
- Main modules in the system
- Main platforms and technologies used in the different environments
- Main third party applications integrating with OpSmart ITSM
Solution components of OpSmart ITSM
Business Process Management
Business process management in the context of any type of software and hardware need within an ITSM organization focuses on the provisioning process, contract compliance and client reporting solutions which ensure the accurate delivery of ITSM services and the enforcement of contractual limitations resulting in further revenue generation. The following modules of OpSmart ITSM are built to fulfill this business need.
Business Intelligence solutions connect people with information when and where they need it to identify and analyze opportunities and trends to make better and faster decisions. OpSmart ITSM allows users to perform complex analytical tasks quickly and easily to get to the "why" behind an event or action to improve business performance. These solutions provide in-depth insight into the quality of ITSM Services provided to clients as well as proactive indicators and preventive measures to reduce contract cancellations.
Virtualization and Automation
The simple user interface of OpSmart ITSM provides a powerful ability to provision a client in virtual datacenters in few minutes which normally take days in the old manual processes. The automation of client provisioning using combined templates/blueprints will result in increased productivity, reduced mistakes and ensures on time delivery of ITSM Services. The business objective of "Virtualization & Automation" is achieved through the following set of modules in OpSmart ITSM.
OpSmart provides superior collaboration capabilities for ITSM teams through a unified platform that brings people, processes and technology together to optimize service support and resolution management.
Data systems integration
OpSmart ITSM has generated huge amounts of data from various internal organizations, thus creating a challenge for users who consume this information. OpSmart seamlessly integrates cross departmental data involved in the delivery of our services in a single platform and without the need for additional software.
Development Phases of OpSmart ITSM
OpSmart grew from a set of simple spreadsheets to a highly sophisticated ITSM Enterprise Solution. But this is not where it ends. Due to the fact that OpSmart now serves as the single most mission-critical application within the ITSM Organization, a continuous development effort is spent to maintain it and enhance its existing modules. We are constantly coming up with new features to improve the overall efficiency and effectiveness of the services provided by us.