Companies today are faced with the challenge of securing transparency and efficiency of their IT processes.

The dangers of inefficient processes are usually obvious.

• How can IT processes be optimized?
• Are documentation and monitoring of process blocks complete?

Up to 90% of processes within enterprises are continuously tested for efficiency. Unfortunately, this is not always true for IT environments.

With theGuard! ServiceCenter, REALTECH delivers a solution that allows for the sustained organization of your IT service management, thus notably increasing efficiency and transparency of IT services.

ServiceDesk requests are opened in defined categories and the required information is included using the corresponding Web forms. By selecting a specific category a previously defined workflow is activated. In addition to the information provided in the Web form, data from a CMDB (e.g. asset, inventory, etc.) can be automatically included into the forms as well. The request is then forwarded according to the support process to a specific support group for further processing. The workflow can provide for various prioritizations and escalation scenarios depending on the status of the request. The status itself is defined and documented at any time.

Example: firewall change

These processes can be flexibly adapted to meet the company's requirements. The workflows of theGuard! ServiceCenter interact with the data inventory of the theGuard! CMDB which guarantees high levels of automation and consistency of the workflows.

Standard processes facilitate recurring tasks. There are recurring processes in IT operation such as the relocation of persons and/or IT components, SAP transports and others which are always processed in the same way. Based on experiences made during many customer projects, REALTECH offers built-in workflows for different standard tasks. These built-in workflows are efficient and require little effort and can therefore be easily and immediately adopted and used productively. it is also possible to adapt the templates to individual requirements with just a few clicks of the mouse.

Example: new user

Authorization of a SAP transport (SAP transport request) Interruption/error in a SAP transaction (SAP incident request) Hardware order with authorization (hardware request) Authorization of access rights (modify user rights request) User leaves the company (user check out request) Printer maintenance and repair (printer request) ...

 

theGuard! ServiceDesk is a workflow-based solution that can be extended with additional workflows. Intelligent notification and escalation mechanisms secure the processing of requests. The integrated knowledge base offers support throughout the entire solution process.

The modular design of theGuard! ServiceCenter building blocks guarantees a gradual and cost-effective transition to process-controlled IT service operation. The high levels of flexibility and a step-by-step introduction increase user acceptance and lead to individual solutions and consequently to cost savings.
 
Standard support workflows can be seamlessly turned into problem and/or change workflows. This makes the step into the world of process-controlled IT attractive even for small and medium-sized companies.
 
Structures can be implemented step by step and in a flexible, pragmatic and cost-effective way thereby optimizing a company's IT operation.  

• Built-in processes, short implementation period
• Paperless processes shorten process duration
• Authorizations can be verified and documented in a sustained manner
• All users in your company can take part in the authorization process