User profile
E Fund Management Co., Ltd. was established in April 17, 2001, the registered capital of 120 million yuan, with a subsidiary in Beijing, Guangzhou, Shanghai, Nanjing, Chengdu Branch. The company now has both raised funds, pension funds, corporate pension funds, QDII, accounts asset management business qualifications. As of December 31, 2013, the total size of all types of assets easy to Fonda's management of nearly 240 billion yuan, is the most powerful, one of the most species-wide business of fund management companies, funds under management in the national top three fund the company.
Problems faced by
E Fund IT departments are currently a total of twenty people, with up to hundreds of business management systems, and these systems are very complex, very heavy maintenance work, the IT department has brought tremendous pressure. And the business enterprise development fund, upgrades, on-line can not do without IT staff. Therefore, quantitative assessment of IT personnel management and information technology work is particularly important, ITSM, IT service management that is an effective way to solve this problem. Meanwhile E Fund also know that many Chinese enterprises are facing "the ideal is full, the reality is very skinny," the problem in the implementation of ITIL processes landing.
Event Management Solutions
E Fund full advantage of ServiceDesk Plus includes incident management, problem management, change management, configuration management, service level management, service catalog management six important processes. Incident Management to manage the entire process of tracking major restoration services, mainly in technical process activities and rapid outbreak detection, diagnosis and resolution process in the role. Problem Management is designed to search for the root cause of the accident, to find a permanent solution or avoidance strategy to avoid similar incidents from happening again. ServiceDesk Plus provides problem management, E Fund to help IT staff analyze how to prevent recurrence of major IT problems and analysis to quickly find a variety of technical infrastructure interrupt roots. It can be associated with multiple similar incidents, accidents recorded signs, causes and solutions to improve production efficiency. Change Management aims to regulate the change approval process to ensure the controllability of the change, reduce accidents caused by the change, reducing the risk of change. , You can easily change requests through change management module ServiceDesk Plus provides classification, approval, configure the CAB and workflow automation. It can also be organic linkage with the project management module, and thus more effective management of large and important changes.
With the continuous expansion of E Fund's business, assets increasing to effectively manage IT assets and resources, will become increasingly difficult. And if there are problems, to find out the impact of its business, more and more challenges. ServiceDesk Plus provides Configuration Management Database - CMDB, the entire IT infrastructure for effective management, both asset allocation can be vividly presented items, but also clearly shows the relationship between configuration items to provide a comprehensive resource for the entire IT , depth, detailed visual display. In addition to different users, develop appropriate service level agreements (SLA), the maximum to provide quality services in line with their level of service. ServiceDesk Plus in SLA management, in addition to create / edit / delete SLA, but also provides four escalation policy to ensure the implementation of SLA obtained without causing a breach, improve user satisfaction. Through a service catalog management capabilities, the IT department will be able to provide IT services packaged into a directory available to end-users for their selection, can effectively improve the purpose and effectiveness of the service request. For a particular service may be different service classes, different custom workflows, set different approval processes and service level agreements, so as to provide targeted services to service requests.
In addition to supporting more than ITSM processes, the E Fund also effective use of knowledge management, project management, contract management, report management. With knowledge base management module, the accumulation of corporate knowledge base. Users and technicians can effectively use these knowledge base, in each process, the desired keyword search or full-text search of knowledge. The use of IT Project Management module to track project status, progress and effective management of state programs, including support for the role of project management, project plans, milestones, tasks, project members, working hours, costs, Gantt charts and other functions. The system also provides comprehensive reporting, E Fund to meet the IT department managers see a different perspective / analysis of IT operation and maintenance of data required for quantitative management, decision-making provide reference data.
Benefit analysis
ManageEngine ServiceDesk Plus help E Fund in the fastest time, with minimal effort, successfully completed the establishment of IT service management systems. Performance mature incident management stable, fully functional rich, easy to use E Fund unanimously approved the entire IT department for routine maintenance staff knowledge sharing, events and issue tracking, daily management raised a notch, which has become a whole work platform technical operations of all personnel. Easy to square up the infrastructure department manager, Wang Guoqiang also said: This is the only meet our needs and all my colleagues through the Technical Operations approved products and research for a long time after we tested technology nearly two years of practical use can be selected.