The document describes OMNITRACKER ITSM Center, a certified IT service management tool. It enables organizations to implement key IT service management processes like incident, problem, change, and request management. The tool combines these processes into a single application and allows organizations to customize workflows. It also provides reporting and monitoring to help improve service quality and reduce costs over time.

1. http://www.omninet.biz
http://www.omnitracker.biz
OMNITRACKER ITSM Center
processes into a single application. ITSM Center can grow
OMNITRACKER IT Service Management with the requirements of the organization: migration of pro-
Center cesses to OMNITRACKER ITSM Center can be done step-by
-step, beginning with the Incident Management Process and
OMNITRACKER ITSM Center is a certified IT Service Man- finishing with the implementation of sophisticated IT Service
agement tool that is based on the de facto standard IT Infra- Management.
structure Library (ITIL). It not only enables the management
of IT services but also the optimizing of IT business process- With the help of OMNITRACKER ITSM Center, a transparent
es. With the introduction of OMNITRACKER ITSM Center a view of all service operations is gained. Comprehensive re-
clear structure is defined for these processes. Key process ports enable performance assessments and continual im-
metrics can then be monitored for quality assurance. provements.
OMNITRACKER ITSM Center is scalable and offers varied
IT Service Management Profitability
options for integrating processes. Thus it allows IT Service
Management to be implemented in the most divers types of
Investment in ITSM allows optimal control of direct costs
IT organizations: they can be the internal IT service depart-
(hardware/software, IT operations and administration) and in-
ments of medium-sized companies; they can also be the de-
direct costs (IT failures, end-user IT costs). A Gartner study
partments of an external provider of IT services to large inter-
documents evidence of the link between higher process ma-
national corporations.
turity and lower overall costs in IT organisations. Beyond
cost control, service quality is also improved and IT services
Benefits for Your Organization provision can be closely tailored to business requirements.
OMNITRACKER ITSM Center has won several ITIL certifica-
tions. It combines the key IT Service Management (ITSM) OMNITRACKER Integration
OMNITRACKER enables the integration of additional Enter-
prise Resource Planning (ERP) processes with IT Service
Management. Examples are:
Stock & Order Project Management
Management Sales Management
The IT Service Management processes of OMNITRACKER
ITSM Center include:
Event Management Service Level
Management
Incident Management
Service Catalogue
Request Fulfilment
Management
Problem Management Release & Deployment
Change Management Management
Availability Management Service Asset & Configu-
Capacity Management ration Management
Reporting Knowledge Management
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2. OMNITRACKER ITSM Center
Key Features ITSM Center Processes in Detail
A. Incident Management
General
Certified to v3 Pink Elephant, IT Expert and Incident Management ensures that, should a failure occur,
SERVIEW ITIL standards normal service is restored as quickly as possible. OMNI-
Fastest possible recording of incidents, queries and TRACKER Incident Management enables rapid recording of
requests incidents in form of tickets. Tickets can be created either by
Improvement of teamwork and communication within an operator or without human intervention. OMNITRACKER
the IT Service organization will create tickets automatically by analysing messages re-
Effective management of IT service processes ceived by email, phone, fax, SMS or web access. The Ser-
Efficient use of resources through improved manage- vice Desk—as the ‘single point of contact’ - then classifies,
ment of the IT infrastructure prioritizes, processes, tracks and eventually closes the tick-
ets.
Planning and management
Definition of different IT service profiles to match dif- B. Request Fulfilment
ferent customers’ requirements; translation of service
profiles to offers Through Request Fulfilment, all commonly made requests
Structured management of customer data are processed in a systematic way. An example of such a
Standardized recording and control of Change Re- request is the resetting of a password. Request Fulfilment
quests reduces the load on Incident Management and Change Man-
agement.
Configuration Management Database (CMDB) to
record all components, their relationships with each
other and their dependencies on each other C. Event Management
Knowledge base with full text search
One purpose of Event Management is the detection of poten-
Processing and monitoring tial failures at the earliest possible stage. Events
Planning, compilation, testing and deployment of re- (information, warnings, exceptions) are recognized by a Mon-
leases according to ITIL standards itoring Tool (for example Microsoft Systems Center Opera-
tions Manager). OMNITRACKER then takes over and auto-
Single Point of Contact to IT Services; contact by
telephone, email, SMS, Fax or web access matically creates a ticket for a new event. Depending on its
type, the event will only be logged, or an operator will be
Effort tracking through the definition of activities
alerted, or a further ticket (Incident, Problem or Change Re-
Linking of related tickets quest) will be created automatically.
Management of service offers
Definition of time goals D. Problem Management
Modelling of any type of configuration item (CI)
Problem Management is concerned with limiting costs
Monitoring of IT Services delivered
caused by problems for which workarounds or solutions are
Monitoring and control of direct costs already known. A Problem is the (initially unknown) cause of
one or more Incidents. In OMNITRACKER ITSM Center, re-
Interface and display
lated Incident and Problem tickets may be linked, and de-
Customizable KPI (Key Performance Indicator) report pendencies highlighted in the display. When the cause of
templates the Problem has been identified and a workaround or a per-
‚Real-time‘ monitoring of KPI‘s through the optional manent solution has been found, the Problem will be
Dashboard display changed to a Known Error. The related information will be
Highlighting of dependencies stored in the Knowledge Base of ITSM Center.
Further processes included in ITSM Center are:
Management of details of companies, locations, cost
centers and persons (Master Data)
Activity Management for the management of work orders
and for effort tracking
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3. Compliant & Certified
E. Knowledge Management G. Change Management
The Knowledge Base holds ready answers on the supported Due to the rapid developments in the IT industry the manage-
IT systems. It helps IT service provider staff and customers. ment of changes has become critically important. It should
Information is collected from different sources and stored in be possible to implement new business requirements, new
various forms. Knowledge of workarounds and solutions is technologies and new user requirements quickly, but in a
entered in the Knowledge Base in the course of processing controlled way. Change Management defines a standard
Incident tickets and Problem tickets. Information may also be procedure that enables changes to be implemented efficient-
in the form of articles, collections of descriptions and stand- ly and with minimal disruption to business operations. In
ard documentation. OMNITRACKER ITSM Center, requests for change (RFCs,
also known as Change Requests) can be generated by differ-
F. Service Asset & Configuration Management ent sources - for example by the Incident Management pro-
cess or the Problem Management process. They can also
Service Asset & Configuration Management records and con- be recorded directly by customers.
trols all of the items or components which an IT organisation
RFC tickets are created in a standard form. At a subsequent
needs to provide its services. Information about every item is
control stage of the process, RFCs are accepted or rejected.
held in form of a Configuration Item (CI) in a common data-
An accepted RFC is classified, prioritized and the change lat-
base, the Configuration Management Database (CMDB).
er implemented and tested. With the evaluation of the result
CIs are recorded together with their relationships and de-
of the change the RFC ticket is closed.
pendencies, are described and given an ID number. It is es-
sential to make complete and accurate information about the OMNITRACKER ITSM Center supports the RFC types:
IT infrastructure available to the other ITSM processes - such
as Incident and Change Management. Normal Change
Standard Change
OMNITRACKER ITSM Center Configuration Management Emergency Change
Database offers a generic approach to the modelling of any
CI types with any assignments of attributes to CI types. The For each type of RFC a different variant of the process is de-
model definitions can easily be extended without restrictions fined. Standard Changes - for example the replacement of a
at a later stage and therefore are future-proof. References keyboard - can be made immediately without special approv-
between CI objects represent all the information on physical al in order to minimize effort.
and logical dependencies. An overview of dependencies can
be displayed in graphical form; details of the dependencies H. Release & Deployment Management
can be viewed in form of lists.
The growing number of individual changes to IT systems
must remain controllable. This is ensured through detailed
planning of releases. While Change Management plans and
controls the implementation of changes, Release & Deploy-
ment Management puts the changes into operation. Release
& Deployment Management obtains detailed information from
the CMDB about the CIs to be changed. After applying the
changes to the IT system (by deployment or rollout) the
CMDB must be updated accordingly. Following a successful
rollout, the changes recorded in the CIs are automatically
made permanent in the CMDB. Should a serious error re-
quire the rollout to be stopped, causing a rollback to be nec-
essary, all changes to the CIs are automatically cancelled.
I. Service Catalogue Management
A consistent Service Catalogue is the basis of Service Level
Management. Information about service requests, service re-
quirements and service offers are defined and maintained
centrally. The Service Catalogue always provides precise in-
formation on all active and approved services.
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4. J. Service Level Management pacity Management delivers capacity
plans in consultation with customers.
Service Level Management (SLM) makes it The company
easy to tailor service contracts to individual M. Activity Management Our first aim is to satisfy our
customers. An important task of the SLM customers with high-quality
products and first-class service.
is to monitor and evaluate how the quality Definition and management of activities
To achieve this, we consistently
and quantity of the services delivered com- within ITSM processes enables compre-
fulfill the wishes and require-
pares with the quality and quantity of ser- hensive planning with regard to priority, ments of our customers regard-
vices guaranteed according to the Service schedule and personnel, as well as effec- ing product content, quality and
Level Agreements (SLA). Service con- tive use of available resources. In OMNI- schedule. Our commitment to a
customer does not end with the
tracts are drawn up, reviewed, negotiated TRACKER ITSM Center all tickets pro- signing of the contract; rather,
and concluded based on the Service Cata- cessed are related to activities. Detailed that is when it begins.
logue. information on effort expended on an activi-
OMNINET Software Solutions
ty is collected and can be used in billing.
The following contract types are managed: OMNINET GmbH
D-90542 Eckental
N. Reporting Germany
Service Level Agreements (SLA)
Email: sales@omninet.de
Operational Level Agreements (OLA) With clearly defined parameters and meas- Web: http://www.omninet.de
Underpinning Contracts (UC) urable goals - (KPI, Key Performance Indi-
OMNINET Austria GmbH
cators) - the quality of IT Service Manage- A-1010 Vienna
Depending on the different priorities of ment can be assessed. KPI reports pro- Austria
each ticket type (e.g. Incident, Problem, vide the information required for evaluating Email: sales@omninet.at
RFC), different time goals can be defined the performance of a service organisation Web: http://www.omninet.at
and monitored within the OMNITRACKER and help to realize potentials for improve- OMNINET GmbH (Schweiz)
ITSM Center. Goals for reaction times, ments. OMNITRACKER ITSM Center of- CH-3072 Ostermundigen
times until on-site service, times until sys- fers a variety of predefined ITIL KPI report Switzerland
Email: sales@omninet.ch
tem restoration as well as escalation time templates related to the individual ITSM
Web: http://www.omninet.ch
periods are laid down in individual con- processes. These can easily customized
tracts. In order to evaluate whether the to meet the specific requirements of IT or- OMNINET Technologies NV/SA
B-3018 Leuven
agreed service quality has been delivered, ganizations. Reports can cover freely de-
Belgium
the corresponding metrics and indicators finable periods of time. OMNITRACKER Email: sales@omninet.be
are compiled into reports. Dashboard allows the display of automati- Web: http://www.omninet.be
cally updated (’real-time’) and graphical
OMNINET Nederland
K. Availability Management views of chosen key measurements. NL-2517 JK Den Haag
Netherlands
The goal of Availability Management is to Email: sales@omninet.nl
ensure that the delivered availability level Web: http://www.omninet.nl
for all services complies with or exceeds All hardware and software names used
the agreed requirements in a cost-effective are trademarks or registered brands of the
manner. The Availability Management pro- respective manufacturer.
©
OMNINET GmbH
cess includes designing, implementing,
Subject to change without notice
measuring, managing and improving IT Further Information Document replaces all previous descrip-
services and the components that are used Would you like to learn more about the tions
to provide them. By creating and maintain- OMNITRACKER product and solutions or
ing up-to-date plans, availability can be arrange for a product presentation? Then
measured against targets. please contact us at one of our offices.
L. Capacity Management
Advice and support concerning all capacity
and performance related issues is provided
by Capacity Management. Monitoring and
measuring current capacity, as well as pre-
dicting future requirements are activities of
the Capacity Management process. Ca-
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