Supported Processes

  • Call/incident management
  • Problem management
  • Request for change (includes governance)
  • Release Management
  • Issue management
  • Configuration and Patch Management
  • Service Level Management
  • Supplier Management
  • Master Data Management
  • Deployment management
  • Extendible with ITIL, onboarding, etc.

General functionality

  • Graphical user interface workflow
  • Adaptable data-model
  • Create your own custom views and reports
  • Management dashboard
  • Automatic email notification
  • Supports multiple applications
  • Separate workgroups
  • Supports multiple organizational units
  • Automatic registration of e-mails

User friendly Portal

  • “Closed” anonymous access
  • Secure login for authenticated users
  • Comments; engage in discussion
  • Add attachments to issues/calls
  • End-user records to simplify data-entry
  • Full web content management system
  • Fine-grained authorization at field level
  • Full text search
  • Simple links between content
  • Surveys/Polls
  • Content tagging

Knowledge Sharing

  • Knowledge base (auto-grow)
  • Wiki
  • Forum
  • FAQ pages

Integration

  • Flexible interfacing (2
  • way services interface)
  • Export content to Word/Excel, etc.
  • RSS feeds
  • Workflow integration from e
  • mail

Secure hosting

  • Dedicated virtual server (private cloud)
  • Firewall protection
  • Separated networks
  • Daily updates of OS
  • All traffic SSL secured
  • Access based on IP
  • range
  • VPN access (option)
  • Role based security

Audit trail

  • full tracking of changes
  • full tracking of workflow actions

System management and support

  • Daily backup (restore on request)
  • live support within office hours
  • 7 * 24 availability (98.5% uptime guarantee)
  • Continuous performance monitoring