Premium Service Management Solution for your Enterprise

• SD.Service Manager — Serviceprocessees faster, better, cheaper.
• SD.FunctionPorts — More applications. Easy integration.
• SD.DataBroker — Useful tools. Smart data exchange.
• SD.bridge — Connection of workflows, external and internal.
• SD.DataManagement — CMDB by easy use of flexible Dataobjects.
• SD.cockpit — More information – better decisions.
• SD.BridgeBuilder — Bridge Administration and Guard-monitoring.
• SD.synchroniser — Smart CMDB-updating.

SD.ServiceManager

Service Delivery and Support

• Basic ITIL Processes
• Service Level Management
• Based on CMDB Data
• Including Capacity, Availability KPIs
• Solution Database
• Customizable Workflows

Service Delivery and Support	Types of Workflows	Service Processes and Levels

Process Definition

Each Process (Callsystem) is defined as Workflow (Status, Successors, Actions) together with Codes, Templates ans Form-Setups. The number of different process definitions within 1 client is unlimited.

Process Definition

Types of Workflows

Types of Workflows

Clients and Contracts

Clients and Contracts

• Company
• Organisations
• Contracts

Each Compagy (Client) has one or many Organisations.
Each Organisation holds Contracts (=Service Agreements) with other Organisations

Clients, Users and Permissions

Clients, Users and Permissions

• Company
• Organisations
• Users

Each User is member of one or many Organisations.
Each User belangs to 1 Permissiongroup defining his/her functional right.

Service Processes and Service Levels

Service Processes and Levels

[Top]

SD.FunctionPorts

Technikerliste

• Integrating external (Web-)Services:
  • Maps
  • Search Engines
• Customizable Integration of internal Applications:
  • CTI
  • File References
  • Self Service
• Ready-to-use Messaging:
  • SMS
  • Mail
  • IPTel

[Top]

SD.DataManagement

DataManagement

• Flexible and extendable Dataobjects: Company, Organisation, Service, User, Contracts, Calls, Activities, Solutions, Devices, Locations
• Forming the CMDB

DataManagement	Main Data Objects – Basic Relations

Main Data Objects – Basic Relations

Main Data Objects – Basic Relations

[Top]

SD.bridge

SD.bridge

• Customisable + Standard-Bridges to
  • external or internal
  • Remedy, Peregrine, SAP etc.
• Connections to international Service Providers
• Queued Transactions
• Customizable Workflow Mapping

SD.bridge	1:n connection between systems and processes	Building Interfaces using MessageRules

SD.bridge Architecture	Today: Connectors available

1:n connection between systems and processes

1:n connection between systems and processes

Building Interfaces using MessageRules

Building Interfaces using MessageRules

SD.bridge Architecture: Flexible Communication

SD.bridge Architecture

Today: Connectors available

Today: Connectors available

[Top]

SD.DataBroker

DataBroker

• Bidirectional Data connections to:
  • Discovery
  • LDAP
  • SysMgmt
  • SWDistrbtn
• Batch or synchroneous
  • Scheduled Batch Up- Download
  • Synchroneous WebServices

DataBroker	Synchroneous or Batch Read/Write

Synchroneous or Batch Read/Write

Synchroneous or Batch Read/Write

[Top]

SD.cockpit

SD.cockpit

• Internal and external KPIs
• Combined and Customizable Views
• Different presentation-forms:
  • List
  • Business grafic
  • GeoMaps
  • Net diagramms
  • Calendars

[Top]

SD.BridgeBuilder — SD.cube ML Update

• Administrator
  • Easy programming and administration of own SD.bridges
• SD.guard:
  • Active monitoring, alerting, extended Errorhandling
  • Multi Level, context retated converting

[Top]

SD.synchroniser — SD.cube ML Update

• CMDB synchronising and verification functions ('smart CMDB')
• Data of service relations (Contacts, ServiceItems) and service cases (Calls, Activities) can be saved and synchronised all over

[Top]