Service Desk for Delo d.d.

We signed an agreement with the company Delo d.d on realization and implementation of the Service desk as well as the unified evidence of their IT means.

This agreement includes different services: the reestablishment and the integration of undermentioned functional entities, such as unified evidence of IT means, automatic data capture, service desk and the integration.

The solution i-Service SD will be based on the open source solutions with some required functionalities. Our experts will, together with the experts of the company Delo d.d., take care of starting the system and education of the user.

The goal of this project is the establishment of the central point – service desk – where all the errors and problems of internal users of IT solutions will be reported. The report on incidents will be possible in different ways:

• each error will be reported through the web browser by individual users,
• reporting of incidents will be transmitted through SMTP connection,
• the receptionist will make a note of all the incidents based on phone call or any other message.

Reports on errors or any other problems will be taken into consideration and resolved within the appropriate period of time. In the i-Service SD users can check the state of the incident at any time. Besides the web browser, user can follow the resolution of the incident by e-mail.

CMDB solution for IT means has to be established within the project to help the IT department. The OCS Inventory solutions cover all the functionalities of tracking the inventory of IT means.

The use of Nagios software solution covers the functionality of active control over the complete machine equipment and services. The result of the project is the definition of the process for maintenance of mentioned solutions at buyer's place. The project plans the integration of the alarms from the Nagios solution into the i-Service SD solution. Here the production of generic software solution, involving the expansion of the SD basis and the basic script used in the Nagios event-handler, is foreseen.

The implementation of concrete alarms will be carried out on the basis of the request inventory and the later enlargements or completions.