1. Case Study Success Story
Abhijeet Group Implements
SMART Suite IT Service
Management Solution
Overview About Abhijeet Group
Country: India Abhijeet Group is a well-diversified business entity with significant
Industry: Power, Mining, Ferro Alloys, presence in the core sector areas of Power, Mining, Ferroalloys,
Steel and Cement. Steel, Cement and Roads. Abhijeet Group is a thorough
Employees: 500+ professionally managed organization and takes immense pride in its
highly committed, dedicated and dynamic workforce who is all set to
ERP in Use: SAP
chart out new avenues by converting their Dreams into Reality. The
company has its Head office in Nagpur and branches in Durgapur,
Challenges & Goals: Ranchi, and Vishakhapatnam, Mumbai, New Delhi & Bangalore,
To automate IT Services Kolkata, Chandwa & Bhilai.
management.
Solution Deployed at Abhijeet:
To provide setup a single
centralized, SAP ERP and IT SMART SUITE ITIL based IT Service Management Solution was
Infrastructure Service Desk deployed to enable the company to effectively and efficiently
Support diverse geographical Manage, Monitor & Control IT Services and Increase, user
locations satisfaction for all IT end user customers based all over India.
The implementation has been done at Head office on a Single Web
To implement Service Level Server and the application is accessed by all IT users, spread all
Agreement with Business Units. over India. To log incidents or service request in SMART Suite,
users use either corporate network connectivity or Internet Based
Develop a centralized Knowledge Web Access.
Base for all IT users and IT Support
Staff, with different access levels. All processes for tickets assignment to support staff or approvals
from Managers are now fully automated with out of the box workflow,
Provide comprehensive real-time which has online Approvals and Escalations to Head Office, in case
Reports and Dash board, about IT of breach of Service Level Targets.
Service Support and Service
Delivery to Management. SMART Suite Templates were created for all SAP Modules, which
facilitated Incident Creation process for all SAP Users.
SMART Suite's Knowledge Base is used to develop Knowledge
repository for all SAP and IT Related Procedures and User Guides.

2. SMART Suite Module: “We are happy for our selection of
SMART Suite ITIL Service Desk, after
Incident Management looking at several options, including
Problem Management SAP IT Service Management Solution.
Service Request Fulfilment Most were significantly more
Customer Surveys
expensive and not as user friendly and
Knowledge Management
Change Management feature rich as SMART Suite ITSM”.
Mr. Vijay Singh CIO.
Configuration Management - CMDB
Service Catalogue
Parts & Inventory Management “With Smart suite we have higher
Service Level Management visibility of the service desk function
which allows us to communicate better
Benefits with SMART Suite with end-users, prioritise calls more
efficiently and assign the right
Easy to use Workflow without Programming priorities faster. Our Head office can
Accelerated 15 Days of Implementation now track the status of each individual
Easy and SMART User Interface call. We recognised its ease of use,
Easy, No-Cost Upgrades flexibility and manageability, our goal
SAP ERP Mapping - Integrations & Readiness
of continual service improvement can
Lower Cost of Infrastructure
Simple, Affordable & Scalable be easily achieved, with SMART
Suite.” Mr. Vijay Singh CIO.
About Internet Information Technologies Ltd.
“Smart Suite ITSM has enabled us to
Internet Information & Technologies (IIT) is the leader in Help Desk, provide a better IT support Service to
IT Service Management & Customer Service Software having its
our staff. Prior to its implementation,
flagship product SMART Suite, which is a professional Helpdesk,
we had been providing support &
Business Service Management (BSM), CRM and Service Request
tracking system, which is applicable to a wide range of different maintaining records in Excel which
service organizations and applications, and can be adapted very was impossible to track call log &
quickly, easily and economically to suit the customer's systems and resolution reports. It has also given
business processes. With SMART Suite you adopt out-of-the-box us the ability to provide better reports
ITIL v2 & v3 best practices and implement them in just few days, not to our management team”
years. Get a head start in process definition, which will Fast-track Mr. Ninad Dangur IT Assistant GM.
your ITIL initiatives and Eliminate false incident alarms and service
disruptions, which will enhance customer satisfaction.
Website: www.iitsw.com
For more information about Abhijeet Group please
visit www.abhijeet.in