1. IRIDE TTM SUPPORT
Request’s Knowledge
On line
Classification Request’s check Request’s Management
Request’s
(Trouble and analysis prioritization System’s
dealing
Ticketing) updating
IRIDE consists of a federation engine capable of searching for and retrieving data from the available sources and an
ontology-driven engine which processes the content, to:
 analyze, classify and assign the priority to assistance request
 customize and index the event, incident and problem, according to the “tripleting” procedures provided by the
customer
 provide interface on the Knowledge Base supporting the operatives in the various troubleshooting phases
 enhance Knowledge Enterprise generation by integrating non-structured information
 facilitate, through the “Concept Radar” function, the real-time signaling of event, incident and problem not
classified at present in the ontology
www.iridettm.it

2. Request Assistance Management through Iride TTM (1/2)
Telephone
User
START webmail, fax
contact
START
User
Request
NEW REQUEST OR Knowledge
Request
REQUEST IN PROCESS
Classification Management
(Trouble Ticketing) System updating
Help Desk
+ +
Collecting and Request check
recording data and analysis
Requests
START
Request On line request
prioritization COMMON dealing
KNOWLEDGE
END
REQUEST
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3. Request Assistance Management through Iride TTM (2/2)
User
Closure
Notification
response
END
Closure
Notification
SECOND LEVEL HELP
DESK REQUIRE Second level
Help Desk
assignment
Closure
Knowledge
Request Notification Request
Management
dealing sending to closure
System updating
the User
END
www.iridettm.it

4. Follow us on:
Web site Demo Tour Fan page
Contact us:
Marketing.almawave@almavivaitalia.it
www.iridettm.it