The smart IT infrastructure management includes two modules: a monitoring module—ITManager and a service management module—Smart ITSM:
The IT Manager monitoring system monitors the infrastructure system 24 *7. The system can monitor IT system performance, system defects, asset management, and configuration management. The system also supports defect analysis, defect location as well as powerful report generation and report analysis. Hence, IT infrastructure is managed in a proactive rather than reactive mode to enhance higher availability of the system and services.
SmartITSM is a service management system used for unified IT infrastructure maintenance and management. It mainly supports work processes such as incident management, problem management, change management, configuration management, knowledge base, and on-duty management. With our Smart ITSM, maintenance service flow is standardized.
IT managed service personnel can use this system to provide daily maintenance services such as system monitoring, reporting, defect location and diagnosis, defect handing, change management, configuration management, daily checking and experience logging.
Smart IT Infrastructure Management Tool Architecture
As this system supports automatic monitoring of applications and IT infrastructure, maintenance personnel can be notified of any defects through text messages and handle up to 70% of the defects by accessing the knowledge base. Defect fixing jobs that cannot be completed by using the knowledge base are assigned to second tier maintenance people. Task completion status will be fed back to the on-duty maintenance person. Once the task is completed, the on-duty person will notify the customers and conduct a customer satisfaction survey. This process is automatically recorded in the system for managers to review the operation quality of the system as well as the performance of every maintenance personnel.
