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1.0 Dolphin V ITIL System

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- Service Oriented Re s tructuring of IT Departments

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?What is ITIL

ITIL is used throughout the world as a de-facto standard. The principles and methodologies have been adopted by major organizations.

The Information Technology Infrastructure Library is a customer-focused, process-oriented approach to IT Service Management.

Successful IT organizations have turned to IT Service Management & ITIL to guide them through the planning, design, development, delivery and support of their services.

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ITIL Operational Processes

Configuration ManagementTo ide ntify , control and v e rify configuration of IT se rv ice s

Service Desk ManagementTo prov ide a s ing le , ce ntral point of contact for all use rs of IT within anorganization. At a minimum, the s e rv ice de sk function handle s all incide nts , s e rv ice and change s re que s ts and prov ide s an inte rface to all of the othe r s e rv ice support proce s se s .

Incident ManagementTo re s tore s e rv ice s with minimal bus ine ss dis ruption

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ITIL Operational Processes

Problem ManagementTo minimize the adve rse affe ct of IT proble ms .

Change ManagementTo prov ide a proactiv e , automate d and inte g rate d approach to infras tructure change control that minimize s bus ine ss risks and promote s s trate g ic planning for Infras tructure manage me nt

Release ManagementTo e nsure that only te s te d and corre ct v e rs ions of hardware and software are prov ide d.

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ITIL Tactical Processes

Service Level ManagementEnable s IT organizations to align with the bus ine ss units the y support by prov iding the frame work for e s tablishing and monitoring se rv ice re quire me nts by automating the tracking of critical me trics

Availability ManagementTo e nsure the appropriate le v e l of re source s to support the availability of IT se rv ice s

Capacity ManagementTo e nsure that ade quate capacity is av ailable to me e t bus ine ss re quire me nts , balancing supply with de mand.

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ITIL Tactical Processes

Continuity ManagementTo addre s s the pre paration and planning of disas te r re cove ry proce dure s for IT se rv ice s .

Financial ManagementTo prov ide cos t e ffe ctiv e control ov e r IT asse ts and re source s .

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1.0 DOLPHIN V

1.0 DOLPHIN V Sys tem

is the mos t comprehens ive s olution deve loped in 6.0 SAP ECC platfom

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Our Miss ion

Providing a professional solution in order to manage IT infrastructure as set of business process for improved efficiency, quality and ROI.

Developing all ITIL modules in the powerful and well-known SAP ECC platform

Developing a fully customizable, flexible, easy-to-use and integrated ITIL solution in the SAP R/3 environment

In this way Dolphin V1.0 helps IT organizations move toward a State of Operational Excellence

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Our Objectives

Optimize employee productivity

Maximize infrastructure availability

Ensure best usage of deployed capital

Drive to lowest cost for the acquisition, deployment, maintenance, change and disposition of assets used by employees

Improve the customer satisfaction

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Our Vis ion

Over all Management of IT Services

Consolidated Service Desk Approach

Incorporating the Best Practices

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1.0 DOLPHIN V

Dolphin V1.0 enables organizations to reduce operational costs, improve operational efficiencies, support employee productivity, enhance business performance and achieve measurable ROI by standardizing on common service model based on ITIL best practices.

Dolphin V1.0 provides an integrated environment with international service desk and single point of contact between end users and the IT department that delivers consistent and measurable service.

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1.0 DOLPHIN V

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1.0 – DOLPHIN V General Structure

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1.0 – DOLPHIN V Consolidated Service Desk

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1.0 – DOLPHIN V Consolidated Service Desk

Worldwide services requests management and reporting

Service request firewall system. Reject non-it requests or join the same requests into one incident

Fully customizable action management and messaging infrastructure

Full text searching for IT related documents

Detailed history tracking for service requests

Time zone analyse in determination of the response and restore times

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1.0 – DOLPHIN V International IT Management

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1.0 – DOLPHIN V International IT Management

Establishment of the international teams for large size change requests

Automatically request forwarding option to available IT services and specialists according to emloyee occupancy rates

IT service pooling and sharing algorithm. IT departments can share their services to usage of the other IT departments in the corporate

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( ) SWEBOOK Software Engineering Body of Knowledge compatible

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Proses Model

C M D B

Business Requirements & Customer ProcessesExternal Tools

CMDB ReportsCMDB StatisticsPolicies / StandardsAudit Reports

Customer Satisfaction Survey

Service ReportsIncident StatisticsAudit Reports

Problem StatisticsTrend AnalysisProblem ReportsReviewDiagnosisAudit Reports

Change SchedulingChange StatisticsReviewAudit Reports

Release SchedulingRelease StatisticsReviewTest StandardsAudit Reports

VersionsIncidents RelationsProblems

Services Desk

VersionManagement

ConfigurationManagement

Changes

Incident Management

Problem Management Change

Management

Vision Scope Document

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Bas ic Process

E-mail

WEB Interface

Telephone Call

Call Center

Service Request ?

CUSTOMER

Additional Information

Convert to Incident

REJECT

ACCEPT

IN C ID E N TM A N A G E ME N T

Convert to Change

Convert to V/S

C H A N G EM A N A G E ME N T

Convert to Problem

START

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( ) SWEBOOK Software Engineering Body of Knowledge compatible

Service Request

RFC need?

Approval

need?

Vision Scope Form Fulfillment

(Customer)

Vision Scope Form Fulfillment

(IT)

CAB ApprovalChange Request

(mid-size or large-size)

Change Request (pre-approved

bug-fix)

Incident

Customer

yes

no

Opportunity statement Vision statement Benefits Goals Usage analysis Feature lists etc........

Plan data Specialist assignments IT processes assign Technical analysis Architectural strategy Release strategy etc........

noyes

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SAP Integrated IT work force management

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, , International Catalogue SLA OLA and UC management

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Easy to use Service Request Management

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, Fully customizable integrated email and action management

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Detailed his tory tracking in all modules

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Inventory BOM definition options in inventory management

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- On Line monitoring of all IT inventory with ASSET Tracker

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Graphical demonstration of all IT inventory in your network

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- , , ...Wide range of reports kpi definitions graphhics e tc

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Integration Alternatives

Easy integration with SAP modules with BAPI’s based on customer requirements

SAP Workflow integration via ITIL business objects MM Purchasing integration CS Customer services integration PM Plant maintenance integration CO Costing integration FI integration SAP Solution manager integration MS Office / Outlook / Lotus Notes integration

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....Thank you very much for your attention

....Fore more information and live demo please contact with us

. .info@destekbilis im com tr