ServiceOps – Product
Overview
Making IT service delivery seamless
across all business operations
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Company Overview
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Company Overview
Mindarray at a
Glance
25+
150+
250+
25K+
Countries
Workforce
Partners
Customers
Segment We Serve
Telecom
Awards & Recognitions
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Government
Enterprise
Company Overview
Verticals that we serve
Enterprise
•
Banking, Financial Services and
Insurance
•
Information Technology Enabled
Services (ITES)
•
Healthcare
•
Education
•
Manufacturing
Government
•
Smart Cities
•
State-wide FTTX
•
Integrated Transportation
Management System
•
Surveillance
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CSP
•
Communications and Digital
Service Provider (CSP & DSP)
•
Managed Service Provider
•
Internet Service Provider
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Awards & Recognition
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Awards & Recognition
Motadata
Recognitions
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Our Clients
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Our Clients
Who We Serve
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Need for ITSM and
Challenges for IT teams
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Need for ITSM and Challenges for IT teams
Legacy Challenges
Traditional tools are not designed for modern IT
needs.
Hence, the ITSM Software Industry is experiencing a
period of rapid innovation and growth to keep up with
the increasing complexity due to hybrid environment;
Companies can increase incident resolved on first
contact by 72% using an ITSM tool
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Need for ITSM and Challenges for IT teams
Managing IT becomes complicated as business grows
Flood of Tickets
Internal support teams receive an average of 492 tickets per month
No Support for Collaboration
Today, technicians working remotely present new challenges like reduced productivity, focus, and engagement
Non-Standard IT Practices in existing tools
IT departments spend 30% of their time on low-level tasks
Lack of Insight into IT Expenses
Software comprises over 20% of a company’s budget, and lack of compliance can lead to underutilized licenses and penalties.
Siloed Approach to Infrastructure Monitoring
Lack of automated alarm-based ticket generation and resolution during infrastructure downtime
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Need for ITSM and Challenges for IT teams
Other Business Process Related Challenges
Manual Approval Steps & Lost Approvals
People approving requests are often busy, it is easy for them to ignore or forget manual/email approval requests
Lack of Process Automation
Less than 50% tools have any kind of automation or self-service element
Lack of Visibility into Operations
Very little awareness about performance & value that each business operation brings
Multiple tools - Decreasing efficiency of people & process
It takes an average of 24.2 hours to provide a first response to an internal support ticket, which is quite high
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Motadata
ServiceOps
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Motadata ServiceOps
Service Management with
Motadata ServiceOps
ServiceOps
Help Desk
ServiceOps
Service Desk
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ServiceOps
Asset
Management
ServiceOps
Patch
Management
Motadata ServiceOps
Motadata ServiceOps
Factsheet
End to End ITSM
platform
Deployable on OnPremise or on Cloud
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Used by organization
like SBI SG,ONCG,
Emirates Healthcare
Integrated with
Motadata AIOps
Pink Verified for
6 Processes
Why Motadata
ServiceOps
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Why Motadata ServiceOps
ServiceOps Benefits
Make IT delivery seamless across all
business operations
Increase Productivity
Improve User Customer Experience
Go Live In Minute
Go Beyond IT
Automate Routine Task
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Why Motadata ServiceOps
ITIL compliant ITSM and Patch Management Platform
Incident / Request Management
Problem Management
Change Management
Release Management
Knowledge Management
Service Catalog
Patch Management
Asset Management
Purchase Management
Contract Management
Package Management
Project Management
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Why Motadata ServiceOps
Motadata ServiceOps Differentiation
SLA Management set the response and resolution
time of a ticket and define actions upon violation
Agent Workload-smart ticket assignment based on
workload using AI.
Multi-level approval workflow
Highly Simplified and customizable deployable on
premise or cloud
Create multiple dashboards with clickable widgets
for better visualization.
Advanced search feature allowing technicians to
create complex queries across modules.
Integrated with Motadata NMS solution.
Flexibility in Service Catalog to support use cases
beyond IT like HR, Travel, and Finance.
Built-in Virtual Agent functionalities.
Integration with RFID Controller.
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Motadata ServiceOps
Key Features
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Motadata ServiceOps Key Features
How ServiceOps makes your IT delivery seamless
Multi-Channel Ticket
Management
Rich Service Catalog
Digital Asset Management
Service Level Agreement
Self Service Portal
Collaboration Feed
Integration
Multi-Level Workflow
Smart Ticket Auto
Assignment
Universal Advanced Search
Mobile Service Desk
Custom Reports
Compliance
Remote Desktop
Conversation AI/Virtual
Agent
Asset Discovery
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Editions & Licensing
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Editions & Licensing
ServiceOps
Plans
Modules
Helpdesk
Service Desk
Request or Incident Management
✓
✓
Service Catalog
✓
✓
Knowledge Management
✓
✓
Problem Management
✓
Change Management
✓
Release Management
✓
Project Management
✓
Asset Manager
Patch Manager
✓
✓
Asset Management
✓
Purchase Management
✓
Contract Management
✓
Remote Desktop
✓
Patch Management
✓
Package management
✓
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Editions & Licensing
Product Licensing & Pricing
Product Licensing
Annual
Perpetual
• Support included for 1st year
• To be renewed annually
• Support included for 1st year
• Renewal cost – 20% of order value
Pricing : ServiceOps
Based On
• No. of Technicians
• No. of Nodes
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ServiceOps Platform
Details
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ServiceOps Platform Details
Platform Highlights
Smart Auto Assignment
Pause SLA in Status
Dashboard with Custom Widgets
Asset Baseline
Codeless Customization
Search KB from Ticket
Location discovery with Asset
Identify Prohibited Software
Report Correlation
Disaster Recovery
ITSM Plugin Architecture
Location Scoping
SMS Notification
Scenario Automation
Collaboration with Chat
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ServiceOps – Mobile App
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ServiceOps – Mobile App
Mobile App
End-Users
Technicians
Universal Advanced Search
ITIL compliant processes
Self-service portal
View Asset Inventory
Virtual Agent
Service Catalog
View Incoming Tickets
Dynamic approval, & collaboration
SLA breach & compliance monitor
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Mobile App available for
iOS & Android
Centralized knowledge base
Attach files and photos to tickets
Ticket Status
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ServiceOps - Incident &
Request Management
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ServiceOps- Incident & Request Management
Overview
Incident life-cycle workflow automation
providing a two-way integration with
monitoring systems
•
Multi-channel support for ticket creation
•
AI-powered auto ticket assignment
•
Scenario Automation
•
Chat with technician or requester/Virtual
Agent
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ServiceOps- Incident & Request Management
Common Incidents that Can be Reported
Hardware
Enterprise
• System-down
• Employee On-boarding
• Fan not running
• Expense Reimbursement
• Power Failure
• Facilities Requests
• System issues
• Travel Booking
Application
Network
•
Service not available
• Link Down
•
URL 4XX Errors
• Latency
•
Disk-usage threshold
• VPN Down
•
Authentication failure logs
• Network device down
•
Security Logs
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KEY FEATURES
Email to Ticket
ServiceOpsIncident &
Request
Management
Smart Auto Assignment
Workflow Automation
Auto Escalation with SLA
Approval Automation
Custom Notification
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ServiceOps - AI &
Automation
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ServiceOps - AI & Automation
Overview
Automate tedious tasks of managing
service requests and reduce manual
intervention with rule-based routing to auto
escalate problems and send alerts when the
ticket status is updated
•
AI driven smart ticket assignment
•
Automate approval process
•
Automate escalation on time violation
•
Scenario Automation
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KEY FEATURES
Process Automation
SLA Workflow
ServiceOps - AI
& Automation
Dynamic & Code-less Workflows
Technician workload analysis for assignment
Multi-Level Approval Workflow
Scenario Automation
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ServiceOps - Service
Catalog
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ServiceOps - Service Catalog
Overview
Service Catalog clearly presents available
services in a visual format – it automates
workflows and approvals to enable
organizations improve service delivery and
thereby improve user satisfaction.
•
E-commerce style self-service catalog
•
Custom template for each service
•
Dedicated workflow for each service
•
Define SLA and Scenario
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ServiceOps - Service Catalog
ESM with Service Catalog
Out-of-box templates with list of IT & non-IT
services that an end users can request
HR
• Employee On-boarding
• Employee Off-boarding
IT
• Hardware Request
• Software License Request
Travel
• Flight Booking
• Hotel Booking
Finance
• Payroll Setup
• Remove from Payroll
• Travel Reimbursement
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KEY FEATURES
Role-based user access
Specific SLA for each service
ServiceOps Service Catalog
Custom catalog form
Scenario automation
Multi-Level Approval Workflows
Non-IT Templates
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ServiceOps - Problem
Management
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ServiceOps - Problem Management
Overview
Eliminate the cause of service failure
Diagnose the problem and validate
workaround or permanent fix, to reduce the
number of incoming or recurring incidents
and its impact
•
Known error database
•
Audit trail
•
Root cause analysis
•
Define workaround
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KEY FEATURES
Greater Visibility with Root Cause Analysis
ServiceOps Problem
Management
Root Cause Analysis
Universal Smart Search
Bulk Update for Problems
Collaboration
Integration with ITSM Modules
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ServiceOps - Change
Management
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ServiceOps - Change Management
Overview
Minimize risk and impact on ongoing
business operations
•
ITIL aligned stages for changes
•
Assignment of change managers
•
Define timeline for a change
•
Define a backout plan
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KEY FEATURES
Defined stages for changes
ServiceOps Change
Management
Define schedules & downtimes
Plan, implement, review, rollback changes
Record and document the changes
Set approval for each change
Define change managers
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ServiceOps - Release
Management
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ServiceOps - Release Management
Overview
Execute releases in infrastructure efficiently
with limited-service disruption
•
Stage-wise release management
•
Collaboration with other technicians
•
Tasks assignment
•
Define an approval process for releases
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KEY FEATURES
Administer updates and new releases quickly
ServiceOps Release
Management
Guarantee updates & new releases meet compliance
Build and test changes with dedicated stages
Keep IT infrastructure agile
Identify probable release failures
Track and record all releases
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ServiceOps - Knowledge
Management
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ServiceOps - Knowledge Management
Overview
Harness the power of knowledge transfer &
self-service with Knowledge Management to
reduce the time taken to resolve known
issues
•
Capture, store, share and manage
information
•
Create and publish articles
•
Set approval workflow to publish articles
•
Allow KB articles on service portal
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KEY FEATURES
Self Service Portal
ServiceOps Knowledge
Management
Linked Events in Knowledge
Knowledge Base Access
Faster Troubleshooting
KB Approval Workflow
Advanced Search for KB Content
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ServiceOps Patch
Manager
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ServiceOps Patch Manager
Overview
Motadata ServiceOps Patch Manager
is designed to minimize the time needed to
allocate patch updates, fixes, and
remediation activities, and the impact on
end users.
•
Scan, discover, and deploy patches
•
Get severity information on patches
•
Define patch deployment policy
•
Linux patch management support
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KEY FEATURES
Auto scan available patches
Auto deployment of patches
ServiceOps
Patch Manager
Patch testing before deployment
Decline patches
Software package deployment
Windows configuration deployment
Manual patch upload and deployment
Support for RedHat Workstations
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ServiceOps Asset
Manager
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ServiceOps Asset Manager
Overview
IT asset management lets you track and
manage all your assets from a single unified
view, throughout their life-cycle – be it
maintenance, procurement, disposal or
depreciation
•
Agent and agent-less discovery
•
Barcode for hardware assets
•
Software usage stats
•
Asset audit reports
•
Asset Baseline
•
Asset Movement Tracking
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KEY FEATURES
IT Asset Inventory & Life Cycle
Purchase & Contract Management
ServiceOps
Asset Manager
Asset Association with Ticket
Hardware and software repository
Advanced Search for Assets
Customizable Reporting
Automatic uninstallation of prohibited software
Remote desktop support
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KEY FEATURES
Contract Types
ServiceOps Contract
Management
Advanced Search in Contract
Relate an Asset with a Contract
Contract Renewal
Child Contract
Contract Audit Trail
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KEY FEATURES
Purchase Order Life-cycle
ServiceOps Purchase
Management
Approve or Reject PO
Auto-creation of Assets
Asset Reconciliation
Cross Module Relationship
Purchase Audit Trail
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ServiceOps - SLA
Management &
Reporting
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ServiceOps - SLA Management & Reporting
Overview
Access out-of-the-box reports &
dashboards or customize them to easily
monitor service desk performance, identify
problems, and make informed decisions.
•
Compliance report
•
Auto-escalation
•
Custom SLA reports
•
Define violation workflow
•
Support for Operational Level Agreement
(OLA)
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KEY FEATURES
Customization
ServiceOps SLA
Management &
Reporting
Easy Distribution
SLA Management
SLA Compliance
Correlation Reports
Cost Analysis
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ServiceOps Collaboration
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ServiceOps - Collaboration
Overview
Collaboration lets technicians collaborate
for activities using notes, message, or chat.
They can also view history of all the work
and communication done for a particular
activity.
•
Collaborate with other technicians
•
Support for @
•
Email notification for a new conversation
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KEY FEATURES
Collaborate with other technicians
Conversation history
ServiceOps Collaboration
Chat with technicians using @
Search support
Filter chat history
Email notification
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ServiceOps Conversational AI &
Virtual Agent
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ServiceOps - Conversational AI & Virtual Agent
Overview
A virtual agent capable of responding to
common queries of requesters and giving
solutions to known errors/issues. It is
powered by ML capabilities allowing
learning from users.
•
Multi-language support
•
AI enabled search of KB
•
Omni channel support – Slack, email,
SMS, etc.
•
Use of NLP for personalization
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KEY FEATURES
AI powered predictive resolution approach
ServiceOps Conversational
AI & Chat Bot
Tailored for multiple business operations (HR, Marketing, etc)
End user survey
Integration with ServiceOps knowledge base
Auto-translation
Contextual understanding of queries using NLP
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ServiceOps - Integration
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ServiceOps - Integration
Overview
Motadata ITSM is a true vendor, access, device, and network Agnostic platform that can be easily
integrated (northbound or southbound) with any 3rd party component through its open REST API in a
heterogeneous environment.
INTEGRATION
Motadata ITSM
Network Performance Monitoring (Motadata NMS)
Human Resource Management System
Mobile Apps (Motadata ServiceOps, Mobile App)
Collaboration Hubs
Active Directory (via LDAP)
Out-of-box Integrations (JIRA, Automox)
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Every Event Counts
CONNECT WITH US
sales@motadata.com
www.motadata.com
+91 79 2680 0900
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Every Event Counts
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