国外软件公司物流仓储系统开发介绍PPT模板.ppt

Need Transition slide,Remedy,Delivering Superior Service:Remedy IT Service Management Jason Andrew Director,Technology Profit Triangle,Profit,Then,Now,Business Penetration,Soon,Business Service,IT Resources,This company has Business Service Management,Business Service,IT Resources,Business Service Management:Remedy IT Service Management,Help Desk,Asset Management,Change Management,Service Level Agreements,Tightly integrated and highly adaptable suiteBest in class consolidated service desk(ITIL and other best practices built-in)IT service model aligned with business requirementsManages entire IT service management lifecycle,O V E R V I E W,P A C K A G E D A P P L I C A T I O N S,B E N E F I T S,Improve service levels and customer satisfactionReduce costs and improve operational efficiencyAlign IT with evolving business objectives,Business Depends on IT Services,Delivery service uses mobiledevices to track deliveries,A retail store maintains inventory and tracks purchasesvia electronic systems,Example Business Service:Online Banking Process,The funds transfer service is critical to their business.Average transaction equals$10000 USD They process 100 orders per minute If the online funds transfer service is unavailable,$60,000,000 per hour is at risk,$,Setting up a successful service management strategy,The Business needs:Any FTS process can run between 6AM and 10PM,Mon-FriWith a maximum outage of 8 hours per year,IT translates requirements into SLAs:99.8%annual availability for the Funds Transfer Service Urgent FTS Incidents occur during business hours Non-Urgent FTS Incidents occur during non-business hours&holidays,LOB&Service Level Managers Agree on Service Levels,SLM Hierarchy to Support the Service,Operational Level Agreements(OLAs),Underpinning Contracts,ServiceSupportCommitments,S L A,S L As:FTS 99.8%availability commitment Urgent FTS Service IncidentsNon-Urgent FTS Service Incidents,SLM Hierarchy to Support the Service,Operational Level Agreements(OLAs),Underpinning Contracts,ServiceSupportCommitments,S L A,S L As:FTS 99.8%availability commitment Urgent FTS IncidentsNon-Urgent FTS Incidents,Track IT asset information including users,costs,locations,contractsConsolidate and manage configuration database for components that support business services,Remedy Asset Management:Asset and Service Relationships,Define the relationships between the IT components and the business service through the Topology tab,APPLICATIONS USED:,Server Failure Impact on Business,2:00pm on Friday,Investigation of incident begins,Online FTS Team,Server Failure Event Correlation with Network Management,Frontline Staff Restore Service,The frontline staff locate and establish service to an alternate FTS system,Business proceeds,FTS can be entered again,$,$,$,Future risk:Why did the sales order server fail?,Problem Management:Root Cause Analysis,Problem Mgt.Team,Service Level and Business Managers Discuss the Situation,Problem Mgt.Team,Request for Change,Problem Mgt.Team,Change Manager,C.A.B.,Implement a set of standard lifecycle processes for managing changes,R E M E D YChange Management,APPLICATIONS USED:,Expedite decisions with built-in approval process,Reduce time to implement change without loss of service,Increase visibility and communication of changes to both the business&service support staff,Requisition and Acquisition in Remedy Asset and Change Management,Change Manager,Finance,Change Complete,Business Is Improved,$,$,$,Change Manager,FTS Agents are directed to new,larger capacity system,system is reliable,the line of business is satisfied,End of the Quarter:,Revises Service Availability SLA:Change maximum of 8 hours of downtime per year to 4 hours,which translates from 99.8%to 99.9%availability commitment,IT and Business Managers Review Performance,The leader of Service Management software solutions designed to automate internal and external service-related business processes,Packaged Applications:Remedy IT Service ManagementRemedy Customer Service and SupportRemedy Crisis Response SystemRemedy Citizen ResponseDevelopment Platform:Action Request System,Best-practice functionality through packaged applications built on a highly adaptable development platform,Financial servicesNorth America$4.5 billion in revenues,ProblemBusiness-critical applications must be available at all timesWanted to boost service desk productivitySolutionSophisticated service desk solution with workflow capabilities Remedy Help Desk,implemented by Strategic TechnologiesBenefits40%increase in support staff productivity in one monthEnhanced reporting capabilitiesSeamless escalation of tickets through workflow,“We expected Remedy Help Desk to not only meet our stringent workflow requirements,but to exceed them-and it did.”Steve Moore,Supervisor,Support Data Services,Countrywide Financial Corporation,Commerzbank,One of Europes largest banksEMEA-Germany5.7 million customers worldwide,ProblemNeeded a single customer support solution for all transaction inquiriesTracking down the status of a transaction took hoursSolutionCustom-built workflow-driven Customer Service SolutionSo successful that the application is now offered by Commerzbank to other banking networks Action Request SystemBenefitsReduced transaction tracking time from hours to minutesStaff productivity increased 50%,and support costs were reduced by 33%Dramatic increase in customer service,“We have dramatically reduced processing times for incoming inquiries,resulting in a 50%increase in staff productivity and a reduction in costs by one third.”Rainier Schnell Project Manager,Commerzbank,Thank You,Questions?,PPT大宝库【】,