Case Study

Success Story

Abhijeet Group Implements SMART Suite IT Service Management Solution

About Abhijeet Group
Abhijeet Group is a well-diversi ed business entity with signi cant presence in the core sector areas of Power, Mining, Ferroalloys, Steel, Cement and Roads.

Overview

Country : India Industry : Power, Mining, Abhijeet Group is a thorough professionally managed organization and takes Ferro Alloys, immense pride in its highly committed, dedicated and dynamic workforce Steel and Cement. who is all set to chart out new avenues by converting their Dreams into Reality. E mployees : 500+ The company has its Head o ce in Nagpur and branches in Durgapur, Ranchi, ERP in Use : SAP
and Vishakhapatnam, Mumbai, New Delhi & Bangalore, Kolkata, Chandwa & Bhilai.

Solution Deployed at Abhijeet

SMART SUITE ITIL based IT Service Management Solution was deployed to enable the company to e ectively and e ciently Manage, Monitor & Control IT Services and Increase, user satisfaction for all IT end user customers based all

Challenges & Goals: To automate IT Servicesmanagement.

To provide setup a single cenover India. The implementation has been done at Head o ce on a Single Web tralized, SAP ERP and IT Infrastructure Service DeskSupport Server and the application is accessed by all IT users, spread all over India. To diverse geographicallocations
log incidents or service request in SMART Suite, users use either corporate network connectivity or Internet Based Web Access. All processes for tickets assignment to support sta or approvals from Managers are now fully automated with out of the box work ow, which has online Approvals and Escalations to Head O ce, in case of breach of Service Level Targets. SMART Suite Templates were created for all SAP Modules, which facili tated Incident Creation process for all SAP Users. SMART Suite's Knowledge Base is used to develop Knowledge repository for all SAP and IT Related Proce dures and User Guides. For more information about Abhijeet Group please visit www.abhijeet.in

To implement Service Level Agreement with Business Units. Develop a centralized Knowledge Base for all IT users and IT Support Sta , with di erent access levels. Provide comprehensive realtime Reports and Dash board, about IT Service Support and Service Delivery to Management.

Case Study

Success Story

SMART Suite Module:

Incident Management Problem Management Service Request Ful lment Customer Surveys Knowledge Management Change Management Con guration Management - CMDB Service Catalogue Parts & Inventory Management Service Level Management We are happy for our selection of SMART Suite ITIL Service Desk, after looking at several options, including SAP IT Service Management Solution. Most were signi cantly more expensive and not as user friendly and feature rich as SMART Suite ITSM. Mr. Vijay Singh CIO. With Smart suite we have higher visibility of the service desk function which allows us to communicate better with end-users, prioritise calls moree ciently and assign the rightpriorities faster. Our Head o ce can now track the status of each individual call. We recognised its ease of use, exibility and manageability, our goal of continual service improvement can be easily achieved, with SMART Suite. Mr. Vijay Singh CIO. Smart Suite ITSM has enabled us to provide a better IT support Service to our sta . Prior to its implementation, we had been providing support & maintaining records in Excel which was impossible to track call log & resolution reports. It has also given us the ability to provide better reports to our management team Mr. Ninad Dangur IT Assistant GM.

Bene ts with SMART Suite

Easy to use Work ow without Programming Accelerated 15 Days of Implementation Easy and SMART User Interface Easy, No-Cost Upgrades SAP ERP Mapping - Integrations & Readiness Lower Cost of Infrastructure Simple, A ordable & Scalable

About Internet Information Technologies Ltd.

Internet Information & Technologies (IIT) is the leader in Help Desk, IT Service Management & Customer Service Software having its agship product SMART Suite, which is a professional Helpdesk, Business Service Management (BSM), CRM and Service Request tracking system, which is applicable to a wide range of di erent service organizations and applications, and can be adapted veryquickly, easily and economically to suit the customer's systems and business processes. With SMART Suite you adopt out-of-the-box ITIL v2 & v3 best practices and implement them in just few days, not years. Get a head start in process de nition, which will Fast-track your ITIL initia tives and Eliminate false incident alarms and service disruptions, which will enhance customer satisfaction. Website: www.iitsw.com For more information about Abhijeet Group please visit www.abhijeet.in