VMware Service Manager

VMware Service Manager is a 100% web-based solution for automating IT Service Management processes throughout an enterprise, on a local or global scale. The VMware Service Manager solution includes Incident, Problem, Change, Configuration, Release, Service Level and Availability Management processes, all of which have been certified to an enhanced level of ITIL (IT Infrastructure Library) compatibility by Pink Elephant™.

Built on industry best practice methodology, including ITIL and KCS (Knowledge Centred Support), VMware Service Manager delivers the lowest total cost of ownership of comparative depth of functionality in the IT Service Management market.

VMware Service Manager delivers on this value proposition in the following ways:

100% web technology enables simplified, rapid deployment - no installation is required on individual client machines
efficiency savings from standardizing service management processes (based on industry best practice standards) across the enterprise
intelligent integration with third party applications via the Federated CMDB (or .NET and Web Services) eradicates the prohibitive costs formerly associated with enterprise integration projects
improving resource efficiency by empowering customers to use the self-service functionality.

Customers can log and track their enquiries and solve issues online using the Knowledge Bank.

A technology solution for today's business environment

In recent years, CIOs have been required to justify expenditure by demonstrating benefits to the overall business rather than just keeping up with the latest technology. IT Directors within the enterprise sector must show genuine cost savings and demonstrate business benefits from IT implementations.

Driven by cost imperatives, they are looking for opportunities to streamline and improve internal processes, replacing out-dated information systems with technologies that are more flexible, have greater reach and cost less to run.

A move to web-based applications is now a standard feature of the enterprise IT strategy. This is due to ease of rollout, upgrade and customization, integration capabilities, and the ability to involve dispersed resources and customers in business processes via browser-based access.

VMware clients consistently rate the web-based technology of VMware Service Manager, combined with its comprehensive functional support for service management processes, as key factors in their decision to implement the application.

Who is Corpnet?

Corpnet operate an ITIL / ISO 20000 Service Desk supporting over 50 enterprises across Australia, New Zealand and into Asia. We built our service desk platform on the Enterprise-class Service Management platform from VMware, VMware Service Manager.

Corpnet is the first partner globally to provide this product via Software as a Service model of delivery.

What does Software as a Service mean?

Software as a Service ("SaaS"') is a model of software deployment whereby Corpnet licenses Service Manager for your use, on demand. We provide you access to this very powerful software whilst removing all your internal costs around managing the infrastructure.

Corpnet provide the infrastructure to host the application and include ongoing management of all physical and logical elements of the Software as a Service solution including capacity management, licensing, storage, security, maintenance and backup and recovery.

This liberates your own internal team to focus on achieving the value that you expect from such a tool.

Pre-configured ITIL-in-a-box

VMWARE Service Manager is completely aligned to the ITIL framework for Incident and Problem Management as well as Configuration Management (CMDB), Change Management, Availability and Release Management.

Using Corpnet's Software as a Service Platform, not only do you get the software that has the capability of performing these tasks, it comes to you pre-configured as an operational and ISO/IEC 20000 compliant configuration.

Our Experience included

You also get our Intellectual Property embedded in the configuration of the platform. This enables your business to start running under the ITIL framework from day 1. You are leveraging our years of IT Service experience.

Corpnet is a superior option to a standard software integrator because we actually use the software ourselves. We provide more than an install and configure service. The hard work is done. We already use this platform to run an Enterprise Service Desk supporting 1000's of users across Australia, New Zealand and into Asia. We understand not just how to install and configure the software... but how to use it in your business daily.

Service Manager is an enabler

Service Manager is a powerful enabler. Our Software as a Service offering is the best mechanism to rapidly deploy this solution into your business. With it, you can immediately begin to:

Rapidly implement ITIL best practices with an off-the-shelf Service Management platform already configured to ISO/IEC 20000 requirements by an industry leading services provider;
Align your IT activities with business objectives through an integrated service catalog;
Empower the service desk to deliver quality service through knowledge management, self-service and integrated service level management;
Automate and audit business processes consistently and in a best practice manner;
Easily identify problems and rapidly resolve them;
Automate and maintain the service management CMDB from multiple sources of data;
Gain clear sight into complex service relationships and physical to virtual dependencies.

Service aligned to Business Requirements

In order to provision these services, Corpnet has structur ed our Software as a Service platform in three distinct Service Levels: Bronze, Silver and Gold.

Bronze includes fundamental ITIL Incident and Problem management functionality including reporting and email notifications. Incidents can be logged by your users through the End User portal or by your Support Team using the Infra Client.
Silver includes the functionality of Bronze and adds a world class Configuration Managed Database and logging of incidents via email. We also add the fantastic Knowledge Management capabilities and Service Level Agreements.
Gold includes everything in Silver plus the amazing productivity enhancing Workflow capabilities for Service Request Fulfilment. This enables the automation of Change and Release management processes including end user approval via the End User portal. We also include the ability to provide a number of key customisations to make the platform sing for your business.

Should these service levels not meet your specific requirements, we have our fourth offering, Platinum. This creates the solution either on our hosted platform or on your own infrastructure. A completely customisable solution to unleash the full power of Service Manager for your business.