Tivoli Foundations: an effective IT department in small and medium-sized businesses

    Small and medium-sized enterprises pay all their attention to commercial activities, and funds are primarily spent on doing business. In order to withstand competition and stay afloat, often the only way is to reduce costs. It is important to maintain the quality of the product / service and the quality of service. Otherwise, customers will go to competitors. What is most often affected by cost reduction? Right, on marketing and IT. We’ll talk about marketing and marketers some other time. Now let's see how an IT department in a small company can help develop a business.



    We’ll make a reservation right away about any ways of using unlicensed / counterfeit products, organizing newsletters, automatic calls, etc. there won't be a word here. Yes, this is not a function of the IT department and IT personnel, as many directors would not like to think. The main responsibility of IT specialists in the company, in our opinion, is the creation and organization of conditions conducive to more efficient business operations. The key word here is effective. How is this achieved? By automating a number of processes, accelerating decision making, minimizing risks, etc. Various software helps, including service management solutions. We’ll talk about the latter now.

    In order not to be unfounded, let's look at the benefits of such programs on a specific product. For example, take the Tivoli Foundations software, which integrates two boxed solutions, IBM Tivoli Foundations Service Manager and IBM Tivoli Foundations Application Manager. One of them is responsible for organizing technical support, and the other is for monitoring IT infrastructure.

    Organization of technical support.

    Many companies do not have solutions for organizing an effective technical support service. There is only a technical support hotline, supplemented by spreadsheets for searching and recording incidents. Automation in such cases is extremely unreliable, and centralized registration is extremely rare. Such companies suffer from the use of cumbersome and error-prone processes that jeopardize the effectiveness of customer support. These companies do not use self-service and knowledge base management modules, which requires constant IT support and leads to an increase in IT costs. And in the case of alternative open sources, their configuration and integration often require significant time and resources when introducing new equipment and / or replacing.

    And here, IBM Tivoli Foundations Service Manager, a solution for organizing a technical support service, can come to the rescue. It provides the ability to organize technical support using processes to manage service requests, incidents and problems based on ITIL V3.0. In addition, it offers a wide range of features that provide a single point of contact, automating the management of requests, incidents and problems.

    This solution allows you to reduce the costs of small and medium-sized enterprises, optimizing the productivity of operating personnel using the built-in problem solving tools. The presence of a self-help portal using built-in solutions to the most common problems provides end users with the ability to quickly and easily solve the problem without attracting additional employees. The solution also provides opportunities to independently and quickly solve emerging problems without involving additional staff. The remote diagnostics feature provides technical support staff with the ability to remotely connect to workstations to resolve problems, which saves time and costs, increasing customer satisfaction.

    Other distinctive features:
    - dashboards that provide real-time viewing of performance indicators
    - ready-made content: workflow, templates, key performance indicators, queries and reports
    - user survey management tools
    - electronic bulletin board to inform users about the availability of critical IT services .

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    IT Infrastructure Monitoring

    The lack of access to the general picture of work processes in many organizations for effective monitoring of the status and availability of IT systems jeopardizes the provision of quality service to customers. In addition, if necessary, the commissioning or replacement of new machines, setup and integration are burdensome and costly. Monitoring the performance and disposal of systems and servers is usually done by sequentially checking machines, which is time consuming and costly. Open source or proprietary software is often used to monitor system performance. Settings and integration take more time when commissioning and / or replacing new machines. As a result, such monitoring becomes costly, time-consuming and error prone,

    Such problems can be solved only by centralization. The IBM Tivoli Foundations Application Manager solution can help. It provides entry-level monitoring capabilities for growing companies that need the right functionality with an easy-to-use and cost-effective solution. The solution helps to focus on and control key indicators of availability and performance. With its help, monitoring of systems (server, OS, database), applications (e-mail), networks and virtual infrastructure (Vmware) is carried out.

    It includes advanced monitoring policies, so customers can proactively and quickly identify and respond to problems and issues related to key applications — even before critical failures of important applications and services. Real-time and historical views give customers the ability to visualize and create smart reports on the current work of the IT environment, as well as on its work over a period of time. Costs and risks can be reduced by pre-empting inadequate or excessive use of resources.

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    This solution integrates with IBM Tivoli Foundations Service Manager, which provides complete, end-to-end management of emergency situations and problems.

    By the way, it takes about an hour to fully deploy Tivoli Foundations solutions.

    Thus, service management software provides an opportunity to “see in a single window” all the processes occurring within the framework of the infrastructure, maintain the infrastructure in the required state through the execution policy, manage complex and growing infrastructures, while simultaneously controlling costs and quality. And for a particular business, the use of such software provides a number of interesting advantages:

    - improved quality of services
    - fully integrated processes throughout the business
    - faster and more reliable service delivery
    - improved efficiency and productivity
    - minimized operational and other risks
    - reduced costs.

    To this you can add the advantages of Tivoli Foundations: easy and quick installation and configuration; minimum requirements for IT personnel for installation and maintenance; simplified deployment improves return time and payback; low price.

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