Choosing IT Service Management Software

What to look for in an IT Service Management solution

Monitor 24-7 Inc.

www.monitor24-7.com
sales@monitor24-7.com
+1 416 410 2716
+31 23 525 6975
Introduction
Service management is one of the top catch phrases in today's IT business environment. The question is: with so many service
management tools and providers out there, how do you choose the right one? You may choose a service management tool
based on price, or on the recommendations of a peer or associate, or by the provider's brand name. Because IT has to adapt to
support the changing needs of the business, we believe you should choose a service management tool based on what best
meets your current needs at a price you can afford, and has the features to support your future needs at no additional cost.
First, you need to consider - what are IT’s requirements to support the business and what features must the tool have to
address these requirements?

The goals of a well-implemented IT service management tool are:

• to improve communication within and among IT groups, and the customer;
• to ensure all requests are managed using a consistent, defined process;
• to meet/exceed all customer expectations by supporting service level agreements;
• and to provide management with accurate, reliable reports from which key business decisions can be made.

The results of a well implemented IT service management tool are:

• efficient management of IT;
• and a high level of customer satisfaction. Satisfied employees tend to work smarter and faster, creating business efficiency
in your organization.

IT will achieve its mandate from the business when the service management goals are reached -- the customer is satisfied and
the business is efficiently supported.

Business efficiency is defined as being in total control of all aspects of the business. As the business needs change, IT must
quickly adapt to support the changing demands of the business. The flexibility and features of the underlying tool is a key
component of IT being able to adapt to support the service management needs of the business. How do you know which tool fits
your business? This whitepaper will help you define your needs, explain what is important in choosing a tool, compare tools that
are available in the marketplace and allow for a more informed decision to be made.

Defining the need for an IT service management software solution

Every IT department is unique, however the core operating requirements is the same: to deliver a high-value service to
customers at the lowest cost possible while achieving the highest level of efficiency possible. To achieve this balance,
management must work with the service management process owners to ensure that all processes are defined and supports
the needs of the business. Once defined, a flexible, cost-effective tool must be implemented to automate and manage the
processes. As stated earlier, the tool must be flexible and require little effort (and cost) to manage the changing needs of the
business; otherwise the tool and automated processes will become outdated and not be able to support the core requirements
of IT.

A well-organized IT department results in satisfied customers

As the needs of the business changes because of an increase in market share, acquisitions, or the need to be more competitive,
organizations will rely more and more on IT for hardware and software support. IT will have to do more to meet the needs of the
organization, with less financial and people resources. Management needs to ensure their IT departments are organized in order
for the company to continue its current success of providing the right product or service at the lowest price.

How can the right service management tool help my business?

Basically, there are two areas in each business that will benefit from a service management tool: service to your internal
customers and service to other internal IT departments to help support your organization. So how do you know if a service
management tool will be of benefit to your business?

First, you need to define how your business can benefit by asking the following questions:
• Is your organization committed to solving issues and answering IT related questions in a specific timeframe?
• Does your organization have procedures that you perform regularly - such as recurring IT requests, new employee requests
or submitting purchase orders that require management approvals?
• Do you need to manage an inventory of IT office equipment and its performance?
• Do you provide specific services to your customers, such as moving assistance or staff software training?

If your answer is "yes", a service management solution will definitely help you to improve your service.
What can a service management software solution do for your organization?
You may be wondering what a service management software tool can do for you? If your tool supports all of your organization’s
IT service processes, including the automation of workflows, simply stated, your staff members' jobs will be easier and you will be
in better control. Before going into detail about what kind of tool could help you, the following are some examples of where your
business can benefit from a service management tool. These examples can provide a significant Return on Investment (ROI) for
your business -- a very important factor to consider when selecting the right solution. Please contact us if you are interested in
more information about the specifics on an ROI for your organization.

IT help desk
A thorough examination of your IT help desk is often the first step to determine if you need a service management tool. As you
know, an organization's IT help desk is its lifeblood and one of the most frequently contacted departments in any business.
Anyone within the organization with questions about their system or software contacts the IT department and expects an
answer or solution immediately.

As well, since the continuity of your business is directly affected by your IT department’s actions, it is important that you have
control over it. Tasks such as automating priorities, monitoring requests, assigning tasks to specialists, and managing vendors -
which a service management tool can provide -- will ensure your help desk stays organized.

You will want to make sure that your service management tool can perform the following functions:
• Log problems
• Provide a central contact point
• Help engineers solve issues quickly by presenting solutions through a knowledgebase
• Provide a way to get specialists involved in solving the issue
• The system must be able to receive and view requests through various communication channels including web, e-mail,
phone, mobile, etc. - known as a "multi-channel" response
• Log questions for a person and also for the piece of equipment or asset that is experiencing the problem
• Manage your equipment and software
• Manage changes in your organization and show the impact a change has on the rest of the organization
• Automate customer reviews on your service
• Create management reports which help you monitor your service at different levels: management view, operational view
and personal view

The features above are just some of the functions you should look for in a service management tool. The best approach is to sit
down with a team from your organization including representatives from IT, end users and management and decide what your
business truly needs.

Supporting the help desk with a service management tool will allow you to:
• Manage your IT team better
• Ensure your people are freed up to focus on servicing people instead of answering the telephone
• Ensure agreed-upon response times can be measured
• Be informed on what is happening in your organization
• Locate the weaknesses in your business -- staff, equipment or software
• Ensures your IT will staff prioritize their tasks using well-known solutions - and lets end-users see the results in familiar
formats
• See and assess valuable business information - which can save you money
• Allows you to proactively manage your services - providing high level support
IT help desk and ITIL
Your business may also decide to configure your help desk
using the ITIL approach. There are many service management
tools with pre-built ITIL processes, which will force your business
to significantly change your processes before being able to use
the tool. As noted earlier, every business is unique - yours
included. Therefore, you must make sure that you are able to
adapt the general ITIL framework to support your organization’s
ITIL implementation. In other words, the tool you choose should
adapt easily to your needs. It is important that as your business
grows and your needs change, you should be able to modify the
tool without having to call the vendor!

Low-end products deliver solutions that give you incident

management and change management functions, but they may
not be flexible enough to meet your needs. High-cost solutions
deliver tools which can be completely customized to your needs,
but often require a lot of time from a specialist. It's best to find
a tool which offers both functionality and adaptability, at a
reasonable price. You should look for a tool that offers a
framework where you can define your processes using basic
templates, but with the ability to reconfigure the templates to
support your business functions.
Figure 1: IncidentMonitor Integrated ITIL approach

Support your development team

Many businesses have specialists on staff that develop specific software tools or manage and develop on third-party software
tools. The development department deals with problems, bugs, enhancement requests and more. In most cases, the
development department uses an internally developed tool or shareware software to manage issues. Typically the help desk
solution and bug tracking solution are not integrated because these
are two separate and distinct processes. The help desk is the first
point of contact for any IT related issues and is the single point of
contact for your customers.

When a customer calls in with a software issue, the help desk agent
will log the issue using the help desk tool. If the development
department is not using the help desk tool, the agent will inform
development and does not have access to the review and resolution of
the software issue and as a result is not able to provide the level of
support to your customer. Therefore, when looking for a service
management solution, the solution should support the development
team’s process as well.

It's wise to ensure questions about bugs or enhancement requests

being logged by the IT help desk can be routed easily to the
development department. Then, once the issue is resolved, you want to
make sure the tool can assign the issue back to the help desk. This will
allow you to separate software problems from daily IT problems, and
to track all the issues.

To demonstrate, in the diagram we can see a client submitting a

request to the helpdesk. The helpdesk then assesses the issues to
determine it is a software development issue. The helpdesk then
enters a "Send to Development" task within the helpdesk project. The
"Send to Development" task automatically opens a request within the
development project. When the bug is fixed, a message is sent back to
the helpdesk agent to follow up with the customer.

Figure 2: Helpdesk—Development collaboration

Knowledge Management and Self Service
Providing self help for your customers will decrease the number of calls to the IT help desk--which is the ultimate goal for any IT
support organization. Therefore your IT Service Management tool must support self service and knowledge management;
preferably accessible through email as well as a web based service portal. Be aware that older applications in the market still
use the old fashion way of building a knowledge tree. Look for solutions that can index and search your knowledge documents
through intelligent language search. Also look into security and accessibility of certain knowledge sections. You may want to
publish only relevant information to specific groups in your organization.

Another important factor in Self Service Portals is working with web forms. Look for a solution that can deliver a service catalog
in which web forms can be published to your end user community. Using web forms will help you to auto categorize, prioritize
and assign requests to the right persons with the right skills.

When you have an up to date service portal you will see an immediate ROI--in cost as well as in satisfaction. Your end users will
have easy access to knowledge articles, have the ability to access their requests and can view in real time the status of their
issues. The IT department will log fewer phone calls, fewer emails and have a much better overview on what is going on.

Infrastructure Management
Managing the IT infrastructure is a key activity of any support department There are many monitoring tools on the market which
can be configured to proactively and reactively monitor critical applications, networks and hardware. With proactive
management, you can set notification thresholds. For example, when the CPU utilization on a critical server reaches 70%, notify
the systems administrator, who then takes the appropriate steps to ensure there isn’t a failure. Reactive management
processes failures. For example if a server suddenly becomes unavailable, notify the appropriate resources so the failure can be
resolved within the SLA defined by the business. Monitoring tools do a great job at tracking events and raising flags. However,
monitoring tools are not designed to manage the resolution of configured events, based on the requirements of the business; or
provide the necessary operational and management reports. These are functions of the service management tool.

Select a service management tool which will easily integrate with any monitoring tool. Most organizations use a variety of
monitoring tools to manage specific components of the infrastructure. The service management tool must be easily integrated
with multiple tools. The integration must be simple, to allow your resources to configure and re-configure the integration without
assistance from the vendor; yet robust enough to manage any event of interest raised by the monitoring tool.

Tickets created from infrastructure events have to be managed based on the needs of the business. A key component of the
integration of the service management and monitoring tool is the ability to easily define the requirements of the business for the
management, resolution and measurement of the event. These include severities, response times, resolution times, escalation
parameters, intelligent routing, corporate policies, workflow and operational & management reports. The service management
tool must also perform actions, such as publishing all alerts on a central dashboard and whiteboard.

Service Request Management

Earlier in the document in the paragraph ”How can the right service management tool help my business?” we briefly mentioned
requests like purchase orders, new employees, moving assistance, software training requests, etc.. Once you have fine tuned
your IT service processes, we advise you to have a look at other processes that touch your IT support department. Processes
like new hires, requests to move an office or room, etc.. Processes like these require immediate action from IT and therefore
has an immediate impact on IT resource scheduling. Therefore it will benefit you to consider non-IT service requests when
purchasing a tool. The tool must be flexible enough to support IT and non-IT service requirements and must provide a simple
interface to all internal departments (IT and non-IT) as well as directly to the end user.

To support service request management, the tool must be able to:

• Support service catalogs which present the various services offered by the internal departments to your end user. This will
simplify end user service request submissions, which results in fewer phone calls to your internal departments.
• Support flexible workflows to create simple and complex flows. These flows will automatically route the request through the
organization assigning tasks to individuals and departments in parallel, serial or adhoc order.
• Separate service requests based on user access requirements.
• Provide full request audits, showing users who performed the task. This becomes critical in requests which have a direct
impact on the business, such as approvals for purchase requests or new employees.

Examples you can consider are:

• New employee process support
• Moving employees and the IT equipment
• New software and hardware requests
• Complaint management
• Temp staff requests
Contact us to see examples of other processes our customers have implemented.
What kind of technology do you need?
It is important that your choice of software is designed to be scalable -- meaning you can add servers to the system as your user
community grows in size. Don't be fooled by older products on the market that use old client/server technology that won't scale
up as your business grows. All of the performance leaders in the Transaction Processing Performance Council's (TPC)
(www.tpc.org) benchmark tests use multi-tier architectures. The TPC is a non-profit corporation founded to define transaction
processing and database benchmarks and to disseminate objective, verifiable TPC performance data to the industry.

All vendors should make their architecture visible to customers. Below an example of IncidentMonitor™'s architecture. The three
rings in the centre represent the server or servers, depending on the size of your environment.

Benefits of a Good Architecture

There is a saying that change is constant, and this applies to the business world as well. The solution’s architecture should
provide the basis to support your changing business and the needs of your user community. You never know what the future
holds and the tool’s architecture shouldn't limit you to the functionality you have today. The architecture should be able to take
advantage of new technologies as they become available.

Well-designed architecture provides a distinct advantage over other systems that may not have been designed to accommodate
change. Open and adjustable architecture can adapt to change with very little effort or additional cost. The advantages of well-
designed architecture may not be readily apparent to you until you need to make some changes to your system in order to
support your business.

The following is a list of benefits good architecture will

provide:
• Leverage what you already have, so you don't
need to "reinvent the wheel"
• Easily add capacity to the system so it grows
as your needs grow
• Connect your business with other businesses
or departments by merely agreeing on a data
exchange format
• Never have system imposed limits due to
design decisions
• Having an open system allows you to adapt to
any future changes
• Be able to use other systems or components
from within the architecture
• Leverage the architecture in other
applications

Figure 3: IncidentMonitor architecture

Making a Choice
With the myriad of IT service management choices out there, how can you make the best choice for your business? We feel the
best approach is to pull together staff from IT, management, and the customer service team and brainstorm how you think it
might help. Make sure you involve staff who are directly involved with using the tool and those who look at it from a broader
perspective. You can use this information to prepare your request for information from the different vendors. Create a data
sheet that lists all your needs and requirements and have vendors fill out the list. If you weight your needs you should be able to
narrow down your choice to three vendors and ask for a demonstration. For the demo, you should prepare a document which
outlines a live example. The preparation and response of the vendors should show you if they can listen to and meet your needs.
Then ask the vendor to show you some examples which have not been prepared.

Evaluation: The demonstration should help you make your choice. If you still feel you are lacking information, request an
evaluation version from the vendor. Be sure that you plan a couple of days for the evaluation, and that you use the tool for
several hours each day. Try several scenarios with the tool and ask the vendor to show you some basic administrative actions. If
you have any questions while using the tool, call the vendor. They should have someone ready to speak to you and talk you
through the process.

Quote and order: Once you have run your demo and evaluation, and have further narrowed down your choices, there are a few
criteria to use when asking for a quote. We have found lower-priced vendors may offer you less expensive licenses to start, but
the costs may climb over the long term. It is important that you make a calculation of the cost of implementing your service
management tool over three years. Questions should include:
• What are your one-time costs for licenses?
• What is your yearly returning cost?
• Is there training provided and what is the result of that training?
• Are you able to build your own processes or adapt existing processes after the training?
• How much services are needed from the vendor to get the software successful implemented?

Where do you go from here?

We hope this document has provided you with an understanding of what an IT service management tool can do for you.
Choosing the right service management solution for your business is critical. The right tool will help you exceed in managing
customer-facing processes and supporting your business processes in today's continuously changing business environment.
Our goal is to help you to make the right choice, based on where your business is today and where your business will be in the
future. We have seen many organizations having to replace their IT service management tool because it does not meet their
future and growing needs. You should make sure:
• You select a tool that can be easily implemented without the hassle of defining processes. e.g. if you are interested in IT
helpdesk, select a tool which provides this out of the box.
• The tool is able to meet your business flows simply by configuration and without the need for expensive customization
• The tool is able to act as a shared service center with the goal of supporting other processes that might be
implemented in the future
• The initial process can be easily adapted, by your own trained staff, when the needs of the business changes
• The underlying architecture is flexible, well designed, reliable and open -- able to support 100 calls monthly or 100,000
calls per day. A well designed tool should be able to handle any capacity and operate problem free for many years
• The tool gives you the opportunity to integrate to other applications and allows you to configure the integration without
requiring consulting services from the vendor.
About Monitor 24-7 Inc.
Monitor 24-7 redefines service management by helping organizations improve their customer-facing functions. Monitor 24-7
provides simple solutions that tackle complex help desk processes -- right out of the box.

Our goal is to help customers reduce running costs, manage change, implement a fully functional advanced software solution
and lower the cost of ownership.

Monitor 24-7 is a software development organization focused on service management. Years of experience and many different
customers have brought us where we are today. We believe we have proven ourselves and we are very proud of our flagship
IncidentMonitor -- an enterprise service management solution which is being used in many different environments, from very
simple helpdesk to very complex ITIL and SOX oriented organizations.

Monitor 24-7’s staff are highly skilled senior people who have proven their skills in service management and software
development. Our engineers and developers use their skills not only behind the laptop but face-to-face with customers. Our
unique approach along with the flat hierarchy of our organization means we understand the needs and problems of our
customers. This understanding is reflected in the ongoing development of IncidentMonitor. New features have often been
requested by our customers. Since our start in 1999, Monitor 24-7 is growing in North America and Europe. We are
headquartered in Toronto, Canada and our European office is in The Netherlands. Monitor 24-7 supports customers and
resellers in more than 20 countries.

About IncidentMonitor
Monitor 24-7's award winning IncidentMonitor™ service management tool delivers state-of-the-art automating of business
processes and intelligent workflow capabilities in a fraction of the time and at a fraction of the cost of other solutions. Its unique
single platform approach does not require expensive customization or additional modules; and processes can be automated to
reduce time and increase efficiency. Any process can be quickly and cost-effectively automated, such as service desk, change
management, SOX audit requirements, HR, contact management, etc. IncidentMonitor's ITIL (IT Infrastructure Library)-
compatible open framework also allows for rapid implementation of enterprise level service desk capabilities without being tied to
legacy systems or costly customization.

The features of IncidentMonitor include:

• Out-of-the-box functionality inclusive quick start templates for service desk, incident management, problem
management, change management, known errors, service level management, configuration management, customer
survey process
• Skills-based and service level rule engines for applying policy-based service level management
• Shared service approach
• Workflow that extends beyond simple routing
• Simple and clear no module licensing model - as low as 1/10th of the cost compared to others
• Built from the ground up using an open platform
• Quickly scales to meet growing needs
• Low cost of ownership
• Rapid implementation
• Multilingual support
• Single record for all contact activity and information providing a solid basis for contact management within a service
organization
• Open object model, simplified integration
• Extensive management information capabilities including dashboards, report scheduler, report management, etc.

With IncidentMonitor, businesses can improve their service to internal and external customers, while reducing costs and
meeting compliance requirements.

IncidentMonitor's out-of-the-box functionality, combined with a simple licensing model, allows organizations of any size to enjoy
advanced help desk capabilities immediately, without the time and expense of adding modules or costly customization. Built from
the ground up using an open platform, Monitor 24-7 solutions can work with existing legacy systems and can be easily adapted
to accommodate changing needs. Because it is based on an open platform, it can be easily customized and maintained without
incurring the high costs normally associated with implementing and adapting an enterprise service management system.

Monitor 24-7 solutions are used by a broad base of global customers in a variety of industries.
For details please contact our sales team at +31 23 525 6975 (Europe) or at +1 416 410 2716,
or via email at sales@monitor24-7.com. www.monitor24-7.com