Presentation of Mainroad Service Management: - Who is Mainroad? - IT Departments Challenges - Conclusions - Mainroad Service Desk Offers

1. Mainroad Service Management
Sérgio Correia

2. Agenda
• Context
• Who is Mainroad?
• IT Departments Challenges
• Conclusions
• Mainroad Service Desk Offers

3. Context
With constant market evolution, and ever more
demanding of customer requirements, there is a need
for IT Departments to manage the many different IT
services among several heterogeneous environments.
In this session, you will see how to have the adequate
strategy to provide Managed Services to multiple
departments inside your organization.

4. Foundation: 2003
Shareholder Structure: 100% SONAECOM SSI
Turnover: 16.233 k€ (2013)

5. IT Departments Challenges
• Departments Service Delivery
• Security
• Service Level Management
• Inventory (CMDB)
• Service Activation
• Infrastructure Management Integration

6. Department Service Delivery
Application Security Communication Hardware
Project Human Resources CRM Software

7. Security
• Ensure security information between departments
– Data confidentiality
– Data integrity

8. Service Level Management
• Manage services with different Service Level
Agreements (SLAs) in distinct departments
• Manage heterogeneous SLAs
24x7x2H 8x5x8H 8x5x4H 8x7x4H

9. Inventory (CMDB)
• Centralize inventory information (CIs and Relations)
• Define a Configuration Management methodology
– Define reconciliation rules, standards, normalization, etc.
– Identify types of CIs and responsible for each type
– Identify key attributes to deliver service properly
• Configure CMDB to enforce methodology
• Implement an Audit Process

10. Service Activation
• Quickly and smoothly activate new services
• Certify that all tasks were executed

11. IM Integration
• Certify consistency between Service Management
and Monitoring Tools
– Automatic and semi-automatic incident creation
– Alarm enrichment

12. Conclusions
• Understand if what is requested and reported is
correctly categorized
• Ensure security of the information between
departments
• Certify that the correct SLA is applied to each Ticket
• Ensure that the CMDB has the correct and needed
information to deliver services properly
• Properly integrate Service and Infrastructure Mgmt
• Ensure an easy and flawless Service activation

13. Mainroad Service Desk Offers
SaaS/MSP - Purpose-built Service Desk
HOSTED - Flexible IT Service Management
ON-PREMISE - Enterprise Service Desk