Business Service Management
- Overview
- Rolta TUSC Enterprise IT Services
- Business & Operational Intelligence
- Enterprise Performance Management (EPM)
- ERP Implementation and Upgrades
- Fusion Middleware and Open Systems
- Identity and Access Management
- IT Infrastructure and Database
- Managed Services and Hosting
- Oracle Applications
- Oracle Licensing
- Strategic Global Sourcing
- Training
- Business Integration and SOA
- Business & Operational Intelligence
- Enterprise Performance Management (EPM)
- Financial Services
- Federal / Central Government
- CA Offerings
- Healthcare
- iPerspective™
- Product Engineering
- Software Product Engineering Services
Executive View
Top Level Objectives
In today's competitive world, IT service delivery can be a competitive advantage or can be a source of frustration and concern. The challenges in providing IT service delivery include building the right service model and strategies, identification of all assets and ensuring customer satisfaction. Through Rolta's solution offerings customers can achieve a robust service strategy where they can adopt a solution that offers insights into multiple sectors of an organization. They will also gain better control of their IT assets and improved efficiency; reducing costs, improving reliability and delivering higher quality of services.
Solution - Innovation
Rolta's solutions provide a means to achieve Information Technology Infrastructure Library (ITIL) best practices by streamlining service requests, service support and configuration/ asset management processes. Rolta's offering provides advanced knowledge management for support, interactive online support, self-service and advanced root cause analysis as well as comprehensive reporting tools which inform the business. It also integrates and extends many other IT solutions to unify and simplify IT Service Management.
Advantage - Insight
The unified view of service management provides insight into customer satisfaction through service support and SLA processes. It gives insight into IT asset lifecycle from initial request to procurement and disposal. Coupled with service performance and SLAs, this can help improve service strategy and service operations.
Benefit - Impact
Improved service quality and customer satisfaction, reduction in downtime and increased output are just a few of the benefits that can be realized through the use of these solutions.
Management View
Business Objectives
The pace of change taking place today is unprecedented. The impact on IT organizations aligning to meet those changing business needs is significant. Historical approaches to leveraging technology have further compounded the problem. Many IT Service Management initiatives have failed to deliver true business value due to their focus on point products, poor implementation and slow end-user adoption.
Rolta’s solution, based on CA’s Service Desk offering, provides a single point of contact for support within an organization and acts as a control point for governance initiatives. As the first line of response in mitigating service disruptions, CA Service Desk Manager aids in discovering the root cause of outages and initiating change management processes resulting in high quality, consistent service delivery. The Service and IT Asset Management solutions offered by Rolta are designed to help companies simplify the delivery and support of IT services, manage business demands, respond change easily and measure IT service cost, consumption and performance.
Solution
Rolta’s solutions are based upon the following CA products:
- Service Desk Management - provides a single point of contact for support within an organization and acts as a control point for governance initiatives. As the first line of response in mitigating service disruptions, CA Service Desk Manager aids in discovering the root cause of outages and initiating change management processes resulting in high quality, consistent service delivery.
- Service Catalog Management - is an integrated solution to efficiently manage the service management lifecycle utilizing the Unified Service Model which provides a complete 360-degree view into the technology, assets, people, projects and processes supporting any given service and the relationships among these components.
- IT Asset Management - helps you manage the complete IT asset lifecycle, from initial request through final disposal.
- IT Client Management - provides critical insight into your IT asset base and automates daily device management processes to help identify and optimize underutilized assets, reduce unnecessary asset purchases and drive down the administrative costs needed to maintain, migrate and support your enterprise client devices.
Approach
Rolta has a robust implementation methodology that starts with discovery of your current business processes. We feel this is extremely important to not interrupt current business process while implementing the new solution. Additional elements of our methodology are identified below.
Business Value
Service Management simplifies the delivery and support of IT services and gives you the visibility and control to manage business demands, respond to change and communicate value in business terms. Service Management focuses on essential management capabilities needed to deliver IT services with confidence and control.
Technical View
Technical Issues
IT organizations are asked to maintain day-to-day operations while managing complex IT resources, negotiating tighter budgets and responding to demands for improved business-relevant IT services. The demands on IT continue to increase for many reasons including inflated requests, duplication, unclear requirements, lengthy fulfillment undefined services and the inability to forecast due to lack of planning. Today there are silos of services, systems, workflows and approvals, resulting in a lack of information transparency, limited IT governance and unmet performance expectations. There is also an emphasis today on running IT as profitable part of a business, and to do that IT must ensure the services its delivers meet stakeholder expectations for quality, responsiveness and cost of delivery. If IT wants to improve its credibility it must transform its operating model to become more service-centric and customer-focused.
With Service Management the goals of maximizing your IT investments, increased operational intelligence, better management of service contracts and the ability to adapt quickly to changing business demands are just some of the tangible benefits that can be realized by a business.
Solution Components
Enterprises are moving to industry best practices, such as ITIL, to standardize and automate processes to deliver IT services. These services need to be accurate, repeatable and reliable while meeting quality and performance goals. Rolta’s solutions are based upon the following CA products:
- Service Desk Management - provides a single point of contact for support within an organization and acts as a control point for governance initiatives. As the first line of response in mitigating service disruptions, CA Service Desk Manager aids in discovering the root cause of outages and initiating change management processes resulting in high quality, consistent service delivery.
- Service Catalog Management - is an integrated solution to efficiently manage the service management lifecycle utilizing the Unified Service Model which provides a complete 360-degree view into the technology, assets, people, projects and processes supporting any given service and the relationships among these components.
- IT Asset Management - helps you manage the complete IT asset lifecycle, from initial request through final disposal.
- IT Client Management - provides critical insight into your IT asset base and automates daily device management processes to help identify and optimize underutilized assets, reduce unnecessary asset purchases and drive down the administrative costs needed to maintain, migrate and support your enterprise client devices.
Implementation
Each solution is implemented using Rolta proven methodology. This deployment method assures minimal impact on existing business process yet assures successful deployment of each solution for rapid ROI. The documentation and knowledge transfer provided assures your technical team is fully competent on the use of the products and their features deployed in your environment. This includes the knowledge to troubleshoot any issues and perform upgrades as they are released from the vendor.
How Does it fit and why is it different?
The unique combination of Rolta's consulting services and CA's industry leading service management solutions provides our customers with tangible business value.