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Absolute Service

Manufacturer : 
Absolute
URL: 
http://www.absolute.com

Absolute Service is a complete ITIL v3 certified service management tool for the enterprise. Based on open standards and a Web 2.0 interface, LiveTime enables organizations to implement best practices in a matter of weeks, not months.

Supporting 11 core ITIL v3 processes out-of-the-box and integrated CMDB, LiveTime enables full visibility into the organization’s infrastructure and support services. Instantly identify whether your business is delivering against Key Performance Indicators (KPI’s) such as Service Level Agreements, response times and spot rates.

Cost Effective

Absolute Service focuses less on consulting and more on solutions. The software license costs represents 98% of the total cost of the solution. The software has been specifically designed for customization using simple toggles directly in the user interface, as well as standard HTML and CSS. Absolute and its partners are more interested in solving your business problems. Therefore, our consulting focuses more on business process re-engineering and training, not software programming.

Scalable and Open

Absolute Service is highly scalable. Supporting thousands of concurrent users and millisecond response times.

Installation and configuration is just as easy for a small organization as it is for a department with thousands of technicians and clients.

Any browser can be used to access the system. And because the browser interface is pure HTML (no downloads or plug-ins) there is zero cost for client installation and maintenance.

Instant Upgrades

One of the significant advantages of Absolute Service is the ability to upgrade to the latest release with a single click. This is very rare in the Enterprise software segment, which traditionally focuses on upgrade fees and heavy consulting services.

Request Fulfillment

Record Requests

“The Request Fulfillment process manages Service Requests for information or advice, or for a Standard Change or for Access to an IT Service. These Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.”

 

Incident Management

Quickly Restore Service

“The Incident Management process aims to restore normal service operation as quickly as possible and minimize the adverse impact on the business. This ensures that the best possible levels of service quality and availability are maintained.”

 

Problem Management

Proactive Problem Prevention

“The process of Problem Management diagnoses the underlying cause of the incidents identified by the Service Desk. It arranges for correcting errors in the IT infrastructure and performs proactive problem prevention.”

Absolute Service successfully combines the two major processes of Problem Management, Reactive and Proactive Analysis, to allow organizations to minimize Problems that result from Incidents, eliminate Incident recurrence and reduce the impact of unavoidable Incidents.

 

Change Management

Standardized Change Control

 

“The Change Management process ensures that standardized methods and procedures are used for efficient and prompt handling of all changes. This minimizes the impact of change related incidents on service quality. Consequently, change management aims to improve the day-to-day operation of the organization.”

 

CMDB Configuration Management

Infrastructure Modeling

 

“Configuration Management provides a logical model of the infrastructure or a service by identifying, controlling, maintaining and verifying the Configuration Items in existence.”

Absolute Service has a centralized Configuration Management Database (CMDB) to manage and control infrastructure information. At the simplest level the CMDB can be used to store hardware, software and document asset details. At its most complex, the CMDB can be configured as an enterprise-wide IT business service catalog defining business services and the supporting infrastructure

 

Knowledge Management

Intellectual Capital

 

Absolute Service Knowledge Management allows any organization to harness the intellectual capital of its employees, and further reduce dependence on key staff over time. By building a comprehensive knowledge infrastructure, problem resolution is both automatic and timely, thus freeing technicians for more challenging tasks and improving customer satisfaction. Satisfied employees lead to productivity and a subsequent increase in revenue.

 

 

Service Level Management

Complete Life Cycle Monitoring

 

“Service Level Management’s goal is to maintain and improve IT service quality. This occurs through a constant cycle of agreeing, monitoring and reporting IT service achievements.”

The out-of-the-box capabilities of LiveTime Service Manager allow organizations to effectively catalog and manage their service-level obligations. In particular, organizations can use Absolute Service’s Service Level Agreements (SLAs) in conjunction with Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) to define, manage and track service delivery levels.

 

Service Catalog

Management of ‘Live’ Services

 

Over the years the ITIL standard has continually evolved the processes and procedures for providing optimal service delivery to end users. As part of this goal, there is increased emphasis on services, rather than physical components. This is particularly important when designing an organization’s CMDB. This service-focused approach is more natural to end users, and allows organizations to wrap many underpinning components under a single umbrella with related dependencies. This dependency tree can then include the physical hardware and software required to assist with the diagnosis and root cause analysis, as well as the impact on the organization.

 

Service Portfolio

Service Conceptualization through Retirement

 

Service Portfolio Management

Service Portfolio Management’s goal is to manage the services and the terms under which those services are provided to users, from the point of conceptualization through retirement. It includes the entire portfolio of services from active (Service Catalog Items) services through the various life cycle stages of incumbent and retired services.

 

 

 

 

 

Financial Management

 

Financial Management quantifies, in financial terms, the value of IT services for a business and IT department. This includes measuring the value of the underpinning infrastructure used to provide IT services, as well as qualifying operational forecasts. Applying a service based approach to IT, Financial Management helps identify, document and agree upon the value of services being provisioned by the IT department.

 

Release and Deployment Management

 

The purpose of Release and Deployment Management is to maintain the integrity of an organization’s production environment when implementing releases. Effective Release and Deployment processes allow service organizations to deliver change faster, with minimal risk to the business. It provides consistency in implementation approach and assures customers that they can use new, or changed services in line with business requirements.

 

Run Book Automation (RBA)

 

RunbooWorkflow Lifecyclek automation solves an important problem in the enterprise. It is concerned with coordinating or orchestrating the activities between one or many point tools and solutions such as running backups, provisioning, job scheduling etc.

While each point tool may have a specific use, they do not necessarily follow any business process or workflow. Many times this can lead to conflict and therefore execution failures.

Virtual Appliance

 

Absolute Service,s Virtual appliance includes Absolute Service 7.0 and supports 11 ITIL v3 processes out-of-the-box. The appliance operates in 64 bits and effortlessly scales to meet the needs of any customer.

 

Seamless Updates

 

As a standalone platform, the Absolute Service Virtual appliance also includes an auto update facility so that you can automatically keep up to date with the latest release. Simply choose the update option and Absolute Service will automatically download and install the latest release direct from the console.

 

Open Standards

 

Absolute Service is a strong supporter of open standards and includes Apache 2.2, Tomcat 6.0 and Java 6 within it’s highly tuned operating system. With a simple menu driven interface it is very easy to control any aspect of the system, from the default time zone to the network interface and upgrade facility.

 

Security

 

The virtual appliance also allows users to switch on SSL delivery for more secure access to Absolute Service using a simple menu option. Since the system has been specifically designed for Absolute Service all core services have been hardened for access through ports 80 or 443 (if enabled).

 

Best Practices

 

Your customers demand higher service than ever before, so it is important that your service solution is up to the task. With a built-in search engine, Absolute Service provides instant access to every request and monitoring of each service level agreement. Customers have access to their entire support history and complete access to the knowledge base, saving your technicians significant time answering routine questions and procedures. You can also be confident that you are following best practices, as Absolute Service is ITIL 3 certified for 11 processes.

 

Deployment Options

 

Absolute Service can be deployed in many different ways depending upon your needs. As a native Web 2.0 application it can be offered in many different Software as a Service, Cloud models. This includes a fully hosted on-demand solution and many on-premise solutions from the hardware appliance through to a virtual appliance and software.

 

On-Demand (Public Cloud)

 

Recognizing that organizations need to not only get up and running quickly (which can be handled easily in the On-Premise model as well) but also need to eliminate hardware costs, the On-Demand, or hosted SaaS solution is perfectly suited to organizations with limited infrastructure and integration needs.

 

On-Premise (Private Cloud)

 

In the Hybrid SaaS, private cloud model, Absolute Service provides various choices, from a full installation, through to a plug and play hardware appliance. These solutions allow more seamless integration and scalability within your environment.

This model is suited to larger enterprises, with a large number of technicians (>50) and end users, typically with multiple points of integration that require sub-second response times.

Whether it is On-Demand or On-Premise, Absolute Service’s solutions reflect the cohesive design of all core ITIL processes. Each approach combines different levels of security, performance and scalability which when designed and implemented correctly can provide a highly successful Service Management system for any size organization.

Absolute Service is highly scalable and is designed to support hundreds of thousands of users and customers. Designed to run on multiple platforms, it can be deployed on a wide variety of hardware and software to maximize your existing infrastructure.

While Absolute Service has been designed to scale vertically and horizontally across multiple servers and environments, only one machine is necessary. As your needs expand, you can add multiple instances and layers across the application stack. These include the Application Server, Database and Web Server. As demand increases you can create clustered environments for even more power and redundancy.

 

Minimum System Requirements

 

  • 2 GB available RAM (100 Concurrent Users)
  • 20GB available disk space (1000 calls per month)
  • Java 6 JDK or later
  • 64 bit OS

 

Platforms

 

LiveTime Supports Any Platform

  • AIX 5.3 or above
  • Windows Server 2003, 2008
  • RedHat Enterprise 4, 5, 6
  • Fedora 12 or above
  • Debian 5, 6
  • SUSE Linux 10, 11, 12
  • Ubuntu 8, 9, 10, 11
  • Solaris (x86,SPARC) 8, 9, 10, 11
  • Open Solaris (x86,SPARC) 0805 or later
  • Mac OS X (64 bits) 10.6, 10.7
  • FreeBSD 6, 7, 8
  • NetWare 6.5 or above
  • HP-UX 10 or above
  • i5/OS v5r2 or above

 

Virtual Appliance

 

  • VMware Player 1, 2
  • VMware Workstation 5 or above
  • VMware Fusion 1, 2
  • VMware Server 1, 2
  • VMware ESX Server 3, 3.5, 4
  • VMware vSphere 4.0
  • Citrix XenServer 5.0 or above
  • Sun Virtual Box 2.2 or above
  • Microsoft HyperV

 

Languages

 

  • English
  • French
  • German
  • Spanish
  • Chinese (simplified)
  • Chinese (traditional)
  • Norwegian
  • Polish
  • Romanian
  • Turkish
  • Dutch

Databases

 

LiveTime Supports Any Database

  • Oracle 9.2.0.5, 10g, 11g
  • DB2 8.x, 9.x
  • DB2 i5/OS v5r2
  • SQL Server 7, 2000, 2005, 2008
  • MySQL 5.x and later
  • Informix DS 9.2 and later
  • Ingres r3
  • PostgreSQL 8.x, 9.x
  • Sybase ASE 11, 12.x
  • Sybase ASA 8.0 and later

 

Browsers

 

LiveTime Supports Any Browser

  • Netscape Navigator 7.x, 8.x
  • Internet Explorer 7.0, 8.0, 9.0
  • Opera 8.0, 9.0
  • Safari 3.x, 4, 5
  • OmniWeb 5.x
  • Camino 2 or later
  • AOL 7.0 or later
  • MSN 7.0 or later
  • Firefox 3.0 or later
  • Konqueror 3.4 or later
  • Google Chrome 1.0

 

Application Servers

 

  • JBOSS 3.0 and above
  • Apache Tomcat 6.0 or above
  • WebLogic 8.x or above
  • WebSphere 6.1 or above
  • Sun Java System Application Server 7, 8
  • GlassFish 2.0 or above
  • Oracle AS 10.1.3 or above
  • ATG Dynamo
  • Pramati 3.5 or above
  • JOnAS 4.1 or above
  • Geronimo 1.0 or above

 

Export Control

 

  • ECCN 5D992