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Magic Enterprise Suite - Enhanced Functionality

Client Services
Magic Client Services is a powerful e-portal solution that provides seamless access to all the features and functionality within the Magic Service Desk solution. Every interaction whether it's an online purchase, registering for a class, or simply logging an incident are automatically tracked and saved within a central repository within the Magic Service Desk Suite. Simply put, users can do all actions from one interface, eliminating the need to toggle back and forth between screens.

Change & Configuration Management Option Pack
Change Management ensures the success of business modifications. All businesses experience change. Whether it's inventory adjustments, employee roles and responsibilities, physical relocations or technology modifications, businesses require a process to effectively manage and track changes.

Service Desk Enterprise Suite
Magic Service Desk - Enterprise Suite is comprised of several primary modules that provide core functionality, and a number of optional or advanced feature add ons. The following is an introduction to the primary modules and features. While the descriptions reference the original design of the application, many variations of usage are possible, due to the flexibility and power of the customization tools within the application.

Incident Management
The Incident Management module provides for the creation of problem tickets and work orders associated with individuals, departments, companies and/or equipment, and the complete tracking, organization, and analysis of problem and work performed.

Crisis Management
The innovative White Board feature lets service desk staff manage wide spread problems that impact many people. When users call with that specific problem, one click on the White Board generates a trouble ticket for that user. There is no need to manually write up multiple tickets for the subsequent calls that analysts know will come in. When the problem is resolved, and the White Board item is closed, all linked trouble tickets are closed automatically.

Asset Management
The included Asset Management Module provides full tracking capability of any item, including warrantee and leasing information who or what department it is associated with, its physical location and allows for identifying what components are inside of other systems.

Task-based Process Management
Work Order generator allows the administrator to predefine common business processes, such as new employee hire or move employee, and build repeatable work flows around it. This simplifies the Move, Add, Change (MAC) Request process by linking a set of predefined Work Orders to a single ticket, and notifying all groups associated with the MAC Request.

Purchasing
The Purchasing Module provides a central, intuitive, customizable interface that includes all of the components necessary to initiate, direct, record, and complete a purchase transaction. The Purchasing Module allows users to order exactly what they need, charge it to the correct department, and even forward it to that department head for approval before ordering. When an order comes in, users can check the items right into inventory and automatically generate a work order to install the new items.

Browser-based System Administration
The System Administration module allows system administrators to easily manage their users and groups from anywhere with a web-browser. Users can View/Insert/Update support staff and group details "on the fly" from the Magic Navigator Bar while users are utilizing the system. It simplifies system administration and requires no downtime.

SIR (Statistical Information Research) Search Engine
The SIR Search Engine is a full text, high speed, problem resolution tool. SIR uses artificial intelligence to search and retrieve all pertinent answers, ranked in order of relevance, simultaneously from multiple sources including Magic Service Desk database, Knowledge Starter Pack from KBI, and external documents.

Crystal Reports from Crystal Decisions
Market leading windows based and web based report writer is provided to develop new, or modify existing windows and web based reports. Crystal Reports is not required to run reports provided in the products. All reports are served as web pages.

Business Automation
Magic Business Automation is a user definable rule based system that serves two functions. As a Mail Server it allows service desk staff and clients/co-workers to create, update, and maintain problem tickets and work orders, as well as check the status of tickets and work orders via Email. As an Escalation Server it monitors, analyzes, creates, and updates problem tickets and work orders, sends notifications, and escalates activities based on the importance of problems received on the service desk.

Enterprise Suite is Highly Customizable
Magic Service Desk gives you the power of drag and drop technology in a browser to customize the display of fields, screen colors, menu and tool bars, and Navigator bars. Magic Service Desk also allows you to control who sees what data and how, and even allows you to customize your database without programming knowledge.

Customize a screen or add a table/field all through the browser. Customers may even create forms that don't exist. For example, the NY Fire Department created a form to track which Firehouse contained what equipment. Below are some screen shots showing some of our easy customization.

Enterprise Core Functionality
The following modules are included in the Magic Enterprise Suite and provide the core functionality of the product.

Management Centre
The Magic Management Center gives users a view of exactly what is happening in the support center at any time. It functions as a console, the one place to go to get real-time information on the support center activity. To effectively manage the service desk, Magic Management Center provides the System Monitoring and Custom Query functionality.

System Monitor
System Monitor is a great tool for management. A manager can run a query to get a "picture" of the health of the help desk and then drill down to get more detail. For example, a manager can graphically see how many open Incidents or Work Orders exist, to whom they are assigned, and sort the information by subject. Using the menu options, the capabilities to zoom in, zoom out, and choose the display quality of the graph are available.

Custom Queries
The Custom Queries features will allow users to create new queries or modify existing queries that are run by System Monitor. The easy to use query builder interface allows even a novice to create a complex query statement.

Users can use the drop-down menus to define the search criteria, or users can click on a value in the data-grid and drag-and-drop it into a field. Queries can be saved for future use. Custom queries can also be used in System Monitor to generate graphs.

Business Automation
Magic Business Automation (MBA) enhances the capability of the Magic Service Desk by performing tasks based on events that occur within the Magic system. MBA allows users to create business rules that automate and manage the business processes. Rules are easily created using familiar point and click tools and best of all, no programming is required. By streamlining tedious, time-consuming processes users can greatly increase the organizations productivity. The system can be updated and administered centrally, resulting in a lower total cost of ownership (TCO).

Client Side Business Rules (CSBR)
CSBR is an extension of the Magic Business Automation (MBA) functionality. This extension enables business rules to be evaluated in real time as a user is entering data into a Magic web form. CSBR can auto-populate fields on the form, launch new forms or present the user with messages based on dynamic criteria defined by the Magic Administrator. This makes it simple to create and enforce your business's unique rules through Magic.

CSBR allows Magic Administrators to automate and enforce workflow and business rules with more efficiency and with greater ease than ever before, letting administrators ensure users are following procedure. CSBR provides administrators with the ability to do the following:

• Provide assistance when users select inappropriate choices by presenting them with custom messages
  
  
• Ensure accurate reporting by using rules to double check data before it is committed to the database
  
  
• Speed data entry by using rules to pre-populate fields based on information a user has already entered into a form
  
  
• Extend functionality by calling other Magic forms such as inventory, purchasing, client or even custom forms based on information populated by the end user

Magic Test To Production (MTTP) Tool
MTTP creates a new option for Magic Service Desk administrators. With the increasing demands for network uptime, administrators now have the ability to customize their user interface, change database schema, perform system administration, and much more without bringing down their Magic Service Desk production system. With its easy to use wizard-like interface, MTTP can move the following changes from a test to production system:

• Database Schema - Views, tables, fields, relationships, indexes, foreign keys
  
  
• User Interface Customization - Forms, navigator bar, pop-ups, tabs
  
  
• Business Rules - Conditions, action sets, business rule templates
  
  
• System Admin - Groups, members, permissions

Magic SMS Viewer
The Magic SMS Viewer Option provides a link to the Microsoft System Management Server 2.0. It provides the following benefits:

• View real-time hardware and software inventory information
• Resolve desktop problems quickly and efficiently
• Lower your total cost of ownership (TCO)
• Increase satisfaction with the IT support organization
• Improve productivity within your organization
• Improve first call resolution rates
• Easily analyze PC problems without having to leave your desk
• Non-intrusive experience for the end user

Power of SIR knowledge searches
SIR searches the following sources for the end user:

• Magic Knowledge Base
• Third-party knowledge bases
• External documents such as product documentation

Self Service Help Desk
Magic Self Service Help Desk allows for end users to get help wherever and whenever they need it and to help ease the support center's heavy workload. Magic Self Service Help Desk provides a cost effective benefit by providing your end users with limited direct access to the service desk through the internet or intranet. This allows end users to do the following:

• Create new service desk tickets
• Check on call status and history
• Update client information
• Perform SIR knowledge searches

Database Segmentation
Group data access - Magic allows you to control data access for individual groups. This is known as data segmentation. Groups can access their own records and records created by other groups. You can also control how data is shared when records are created in BMC Service Desk Express. For example, if the data between two groups is segmented, then both groups see only the records that they created. This will allow for OAG to add other service group that may wish to see their data only.

Magic Client Services
Magic Client Services provides clients and employees a highly customizable, 100% browser-based solution, to quickly and easily initiate and manage trouble tickets, services requests, and online purchases. By placing the power of Magic Client Services at your clients' fingertips, enterprises will reduce support costs and increase customer satisfaction. All this, accomplished by simply enabling users to access the information they need, anytime, anywhere, without the hassle of calling into a support center or installing any special software on their desktop. Magic Client Services includes:

• Intuitive Interface - Data is presented in an intuitive format that can be customized to exact specifications
  
  
• One-window Design - All information is clearly displayed on one screen, eliminating the need to toggle back and forth between pop-up windows
  
  
• Three-tier Data Segregation - Allow management to view and manage all incidents and requests within their department or enterprise
  
  
• Highly customizable - All forms, navigator bars, and selection lists are completely customizable without requiring any special programming knowledge
  
  
• Multi-lingual Support - Out of the box, Magic Client Services provides navigator bars, forms, and selection lists in English, French, German, and Spanish. Users also have the ability to add more languages
  
  
• On-line Registration - If clients are not registered within the system, they can quickly and easily add themselves and immediately begin utilizing all the functions of Magic Client Services without calling a help desk
  
  
• Contact Information Access - Clients can quickly and easily update their own contact information anytime
  
  
• Log and Check Incidents - Clients can log and track incidents any time of the day, and can even track incidents that were logged via phone or email
  
  
• Service Requests - Clients have the ability to submit work orders online 24 hours a day
  
  
• Process Requests - Automatically distributes and tracks tasks linked to events such as hiring and termination
  
  
• Event Tracking and Resolution - Multiple parties may link themselves to an event such as a product recall or system failure and will be automatically updated when the issue has been resolved
  
  
• Purchase Requests - Enable clients to browse product offerings, make online purchases, and check the status of purchase requests
  
  
• FAQ Database - Access resolutions to frequently asked questions (FAQ) about Magic
  
  
• Custom Modules - Provide direct access to any of the custom modules created within Magic Service Desk so you can extend functions not included in Magic to clients without the cost of programming development. Creating your own browser-based Training Registration System is one example.

MagiCall - Computer Telephony Integration Add On
With MagiCall, users can integrate the Magic Service Desk application directly with the phone system via our Magic Telephony server and open application programming interface (API). Screen pops appear in the web based Magic Service Desk client. MagiCall includes the following features:

• Screen pop up with caller identified via Caller ID
  
  
• Instant messaging between active agents
  
  
• Agent screen pop call forwarding
  
  
• Ability to interface with an IVR system by providing a standard public screen pop API
  
  
• Pop a different form for each group
  
  
• Administrator can select any Magic Solutions form to be popped, such as: Help desk ticket, Work Order, Client Inventory, or custom forms
  
  
• Administrator can select the View and column to use for database look up

Magic Change and Configuration Management Option pack
Change management is the process of managing changes within an organization so that there are minimal disruptions in the business. This includes:

• Assessing the technology and business risks associated with a proposed change
  
  
• Obtaining the appropriate approvals
  
  
• Managing inventory purchasing, scheduling, tracking and monitoring the change process
  
  
• Measuring the effectiveness of the change after implementation including who was affected, the final financial impact, the time involved, resources required and other relevant components of the process
  
  
• A process to determine if different steps should be taken in future change situations

Recognizing that many organizations want to create a process for managing change, Magic Solutions has drawn from a proven model to develop its Change and Configuration Management Option Pack (MCCM) for Magic Service Desk to meet the needs of IT service managers.

MCCM is based on Information Technology Infrastructure Library (ITIL) best practices to ensure quality and consistency. Developed by the Central Computer and Telecommunications agency in the late 1980s, ITIL is a worldwide, standard best practice for managing IT infrastructures.

Easily customizable without programming knowledge, Magic's browser-based MCCM solution enables managers and system administrators to define a problem, define a plan for change, assess the plan for change, and gather approvals for change - effectively and automatically.

Problem Management
The Problem Management module conforms to the Information Technology Infrastructure Library (ITIL) model interfacing Incident Management with Change Management.

Bar Code Scanning Add On
The BarCode Scanning Add on uses the Magic system as a repository for asset identification data, providing a crucial service for organizations that require asset tagging of important company property. This asset tag information, when captured into the Magic Total Service Desk database, can provide an important reference for support and service. For companies with a significant installed base of equipment, the Magic Bar coding Option Pack can provide a simple and effective solution to identify and record asset information.

Network Architecture and Connections for Magic
Magic is the first and only help desk software to offer a fully functional help desk that is based 100% on browser technology. This means that it does not require any client side software, or the associated post implementation maintenance costs. Magic Enterprise Suite is based on Microsoft's DNA architecture, which provides an ideal blend of client server technology with browser based technology to provide a highly responsive service desk system that can be accessed from virtually anywhere in the enterprise.

The following connections should be the fastest available, and at least the following:

• Application Server to the Database Server: 100 MB
• Browser client workstation connectivity to Application Server:
  • LAN (Local Area Network) 10/100 MB
  • WAN (Wide Area Network) T1 or greater

The diagram shows the basic components of the technology. The application runs on a Microsoft Transaction Server (MTS), which talks directly to the SQL server over a high-speed pipe via ADO drivers. Screens updates, as well as keyboard and mouse requests, are handled through a Microsoft Web server to the client platform. The entire system is designed around standard open architectures to ensure future growth and features. It also allows the client direct access to add elements unique to their own needs and ensures that their own elements will continue to function after product upgrades. The Applications Logic Tier can be extended to scale and handle larger loads.

The Windows DNA architecture provides additional enterprise benefits to the Magic Service Desk solution, including:

• Browser-Based Application - Windows DNA enables Magic users to leverage the ease-of-use, flexibility and mobility of the Internet to access robust help desk tools from a Web browser on any networked client.
  
  
• Complete Customization - The Magic Service Desk suite utilizes Dynamic HTML to offer one of the industry's most customizable user environments, allowing users to easily modify the styling and positioning of elements within the application. This drag-and-drop customization provides customers with a multitude of options to quickly modify the user interface to match their organization's terminology and business processes.
  
  
• Enterprise Integration and Features - The Magic Service Desk suite offers an end-to-end support chain management, enabling customers to seamlessly integrate support for all leading IT applications into one solution; including problem management, automated desktop inventory management, change management, service level agreements, event management and network and security management.
  
  
• Enterprise Scalability - The Windows DNA architecture enables the Magic Service Desk solution to scale to support at least 1,000 concurrent users making requests and running queries against the service desk database. The Magic Service Desk suite's thin client architecture easily supports growing IT organizations by requiring no software distribution or configuration when new users are added.

The BMC Magic Service Desk suite addresses the needs of IT organizations to unify the enterprise around a common support management system. The Magic Service Desk enterprise solution does more than deliver an integrated suite of IT support tools, it is a true business application that promotes information sharing, facilitates workflow, improves service delivery, helps reduce total cost of ownership, and supports long-term planning. Optimized on Microsoft Windows Distributed Internet Applications (Windows DNA) architecture, the Magic Service Desk solution is the industry's most flexible and powerful enterprise service desk solution integrating problem management, change management, service level management and reporting in a 100 percent browser-based environment that offers a Windows look and feel and drag-and-drop customization.