Supporting Products

Delivering intelligence across the organization

Service Desk Intelligence offers the functionality of SMI Suite to users of HP Service Desk.

IT organizations today are faced with a growing demand of transparency to all IT stakeholders. The enormous amount of data being produced within the IT organization need to be consolidated, analyzed and distributed to all kinds of IT stakeholders such as: Process Owners, Service Level Managers, Quality Managers, Customers, IT Risk Managers and Executive Management.

The IT service management domain captures great amounts of data: service level agreements, quality of services, application performance, infrastructure status, process performance, workgroup performance, incidents and changes are all tracked by someone or something within IT. The ability to leverage the available data while driving continuous improvements has been a difficult task in the past.

Service Desk Intelligence provides easy-to-use, flexible and standardized end-to-end dashboarding and ad-hoc reporting capabilities. It turns data from HP Service Desk software into meaningful, business-focused information.

Service Desk Intelligence allows HP Service Desk customers to define key control frameworks and relate these to business goals, empowering users to truly drive compliance with SLA's, underpinning contracts, maturity levels and external regulations.

Service Desk Intelligence consists of 2 modules:

Report Manager: allows you to create ad-hoc reports using a semantic layer over the HP Service Desk database and can be combined with extensive scheduling and distribution capabilities. Report Manager comes with over 130 out-of-the-box reports. These are reports that are pre-defined and yet fully editable for any changes by the customer. The reports will run without any pre-configuration on any HP Service Desk installation and cover all ITIL processes supported by HP Service Desk.

Dashboard Manager: by developing metrics relevant to both IT and the business, Dashboard Manager module allows you to gain insight in the operational performance of IT set against its goals to determine whether the IT organization is effective and efficient.
Dashboard Manager comes with more than 150 out-of-the-box ITIL Key Performance Indicators.

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Self Service Portal

Empower IT customers to streamline service fulfillment  

For IT organizations, cost savings and customer satisfaction are key business drivers.

Self Service Portal allows organizations to deliver IT services and IT resources to employees through a web-based interface. Via the Self Service Portal solution, end-users can communicate with the IT department and at any time request new IT services, monitor the status of their requests, provide and receive additional information. IT customers and end-users have immediate access to the information they need to resolve issues, reducing the impact that the unresolved issue might have on their work.

The Self Service Portal solution gives users access to a catalogue of standard requests such as: request new IT hardware, applications or access to existing environments. These standard requests are triggering a set of work orders which can include management approval cycles. Westbury customers have achieved great cost savings with the Self Service Portal by standardizing the process of user requests.

Download the solutionbrief (PDF)