The document summarizes the features of a smart suite software that provides IT service management, help desk, and customer service capabilities. It includes over 150 pre-defined reports, support for multiple languages and calendars, user personalization, role-based access controls, extensive integration options, self-service features for end users, and capabilities for incident management, problem management, service request management, change management, asset management, and more. The software can be deployed either on-premises or as software as a service.
Audit Tools for Genesys Contact CentersCC Expertise
This document compares AuditGen to other alternative audit solutions on several factors:
1. AuditGen's architecture is fully compliant with Genesys standards by using the Platform SDK instead of direct database access, unlike other solutions.
2. AuditGen supports both SQL Server and Oracle databases, while other solutions may only support SQL Server.
3. AuditGen provides a user interface with similarities to Genesys tools for intuitive navigation, while other tools may not.
4. AuditGen offers unique features like rollback capabilities, remote agent control, and operational reports that other tools likely do not provide.
5. AuditGen can track changes made while disconnected from Genesys to ensure business continuity, unlike other solutions.
The document describes the Genesys Framework, which provides the functions required for the normal operation of any Genesys interaction management system. The Framework consists of five layers: the Configuration Layer, Management Layer, User Interaction Layer, Services Layer, and Media Layer. The Configuration Layer stores and controls access to configuration data. The Management Layer provides centralized solution control, monitoring, logging, and fault management. The User Interaction Layer includes Genesys Administrator, which provides a user interface to configure, monitor, and control the system.
End To End Service Management With Operations Manager 2007Amit Gatenyo
The document discusses best practices for monitoring various systems like SQL Server, Exchange Server, and Windows Vista clients using System Center Operations Manager 2007. It provides an overview of the key capabilities of Operations Manager for monitoring these systems including out-of-the-box monitoring policies, alerts, reports, and troubleshooting capabilities. Distributed application monitoring is also covered which allows monitoring the health and components of applications running across multiple servers.
Peter Minetree has over 29 years of experience in data security, identity and access management, business analysis, and systems administration. He most recently worked at Fannie Mae from 1997 to 2016 as a Senior Data Security Specialist and Systems Administrator, where he was responsible for provisioning and de-provisioning user access across various platforms. Prior to that, he held various roles supporting business solutions, software testing, technical writing, and systems analysis.
This document provides information about E&E Systems Co, an Iranian company that provides compliance management software solutions for ISO management system standards. It details the company's history, vision, values, products and services. The key products are Document Management Software, Corrective and Preventive Action Management Software, Supplier Evaluation Management Software, and After-Sales Service Management Software. The document also lists some featured customers across various industries that use E&E's software solutions.
The document provides an overview of an authentic intelligence data security assessment service. It discusses the rationale for such a service and outlines an iterative approach involving identifying, assessing, analyzing, and formulating strategies for risks across 8 key areas affecting internal security. These areas are then evaluated in terms of confidentiality, integrity and availability. The process, deliverables, costs and additional services are also summarized.
Oracle MetaSolv Solution (MSS) is an integrated service fulfillment solution that provides ordering, workflow, inventory management, and trouble management capabilities for network service providers. It includes modules for customer care, trouble management, network design, service provisioning, work management, data management, and order management. MSS integrates with complementary Oracle applications like OSM, ASAP, IPSA, Network Integrity, and Network Intelligence to enable streamlined order fulfillment and network monitoring.
Audit Tools for Genesys Contact CentersCC Expertise
This document compares AuditGen to other alternative audit solutions on several factors:
1. AuditGen's architecture is fully compliant with Genesys standards by using the Platform SDK instead of direct database access, unlike other solutions.
2. AuditGen supports both SQL Server and Oracle databases, while other solutions may only support SQL Server.
3. AuditGen provides a user interface with similarities to Genesys tools for intuitive navigation, while other tools may not.
4. AuditGen offers unique features like rollback capabilities, remote agent control, and operational reports that other tools likely do not provide.
5. AuditGen can track changes made while disconnected from Genesys to ensure business continuity, unlike other solutions.
The document describes the Genesys Framework, which provides the functions required for the normal operation of any Genesys interaction management system. The Framework consists of five layers: the Configuration Layer, Management Layer, User Interaction Layer, Services Layer, and Media Layer. The Configuration Layer stores and controls access to configuration data. The Management Layer provides centralized solution control, monitoring, logging, and fault management. The User Interaction Layer includes Genesys Administrator, which provides a user interface to configure, monitor, and control the system.
End To End Service Management With Operations Manager 2007Amit Gatenyo
The document discusses best practices for monitoring various systems like SQL Server, Exchange Server, and Windows Vista clients using System Center Operations Manager 2007. It provides an overview of the key capabilities of Operations Manager for monitoring these systems including out-of-the-box monitoring policies, alerts, reports, and troubleshooting capabilities. Distributed application monitoring is also covered which allows monitoring the health and components of applications running across multiple servers.
Peter Minetree has over 29 years of experience in data security, identity and access management, business analysis, and systems administration. He most recently worked at Fannie Mae from 1997 to 2016 as a Senior Data Security Specialist and Systems Administrator, where he was responsible for provisioning and de-provisioning user access across various platforms. Prior to that, he held various roles supporting business solutions, software testing, technical writing, and systems analysis.
This document provides information about E&E Systems Co, an Iranian company that provides compliance management software solutions for ISO management system standards. It details the company's history, vision, values, products and services. The key products are Document Management Software, Corrective and Preventive Action Management Software, Supplier Evaluation Management Software, and After-Sales Service Management Software. The document also lists some featured customers across various industries that use E&E's software solutions.
The document provides an overview of an authentic intelligence data security assessment service. It discusses the rationale for such a service and outlines an iterative approach involving identifying, assessing, analyzing, and formulating strategies for risks across 8 key areas affecting internal security. These areas are then evaluated in terms of confidentiality, integrity and availability. The process, deliverables, costs and additional services are also summarized.
Oracle MetaSolv Solution (MSS) is an integrated service fulfillment solution that provides ordering, workflow, inventory management, and trouble management capabilities for network service providers. It includes modules for customer care, trouble management, network design, service provisioning, work management, data management, and order management. MSS integrates with complementary Oracle applications like OSM, ASAP, IPSA, Network Integrity, and Network Intelligence to enable streamlined order fulfillment and network monitoring.
Part II of III: Advanced Authorization for SAP Global Deployments: September ...NextLabs, Inc.
Part 2: SAP authorization model for Export Compliance
All global companies need to comply with one or more export compliance regulations when authorizing access to data. In Part 2, we will provide an in depth example of the authorization framework using export compliance as a showcase.
http://www.nextlabs.com/html/?q=web-request-webinar-information-risk-management
Login PI is a software tool that monitors end-user experience on virtual desktop infrastructures (VDI) like Citrix, VMware, and RDS. It uses virtual users to simulate real user workflows and measures performance metrics like login times, application response times, and network latency. This allows administrators to proactively identify and address issues before real users are impacted. Login PI also provides dashboards and reports on performance trends over time to help optimize the VDI environment.
ADManager Plus helps City of Warsaw with comprehensive management of active d...Zoho Corporation
The City of Warsaw implemented ManageEngine's ADManager Plus, ADSelfService Plus, and ADAudit Plus to better manage its Active Directory infrastructure. This improved efficiency by automating tasks, delegating low-level duties, and providing auditing and reporting. Users can now self-manage passwords and accounts, reducing helpdesk load by 40%. Administrators gained oversight and saved 20% time for other tasks. Systemwide changes are now tracked to rapidly identify and contain security issues.
This document discusses SOA governance, drivers for SOA implementation, strategic architecture, development of services, technologies for SOA governance, SOA security, SOA implementation strategy and development, trends in SOA adoption, technologies, advances, software as a service, an SOA technologies proof of concept, SOA best practices, and establishes that SOA governance is important for establishing policies, controls, and enforcement for SOA implementation.
CSI tools SAP Authorization Presentation TROOPERS 2014CSI tools
The document discusses SAP authorizations and access management. It notes that while SAP systems have over 150,000 transaction codes, access is actually managed through around 1,000 authorization objects. If a user has access to a core authorization object, they have potential access to many transactions and functions. The document advocates simplifying authorizations by grouping them based on the types of master data, like vendor, customer, or material, rather than individual transactions. This allows for more flexibility in defining access policies at the data level rather than the transaction level. It also warns that authority checks can be disabled, leaving the system vulnerable.
Its requirements worksheet for scoping and sizing v2.0Aditya Pandey
This document is a requirements worksheet for an ITS (Information Technology Services) project at UNCG. It collects information about the business need, users, technical requirements, service and support needs, and application requirements for a new or upgraded system. Key details include that it impacts the entire university, has multiple stakeholders, and requires information on things like data security, network needs, support roles, and application architecture. The document is used to scope the project and size resource needs.
Virtual Manager (VM) Completions constitute a multi-discipline web-based solution that provides you with a complete interactive picture from a single source. The MODS VM Completion module can be utilized as a traditional 2D system completions database or it can be linked to your existing 3D design model to help you achieve greater efficiency, whereby, by linking to the model, we provide a unique 4D Completions and Commissioning Management System (CCMS) solution. Here, the processes are completely integrated with the 3D model database to deliver a comprehensive inspection, testing, commissioning and preservation programme that is at the same time transparent, accountable, affordable and has high visibility.
Part III of III: SAP Advanced Authorization for SAP Global Deployments: Octo...NextLabs, Inc.
Part 2: SAP authorization model for Export Compliance
All global companies need to comply with one or more export compliance regulations when authorizing access to data. In Part 2, we will provide an in depth example of the authorization framework using export compliance as a showcase.
http://www.nextlabs.com/html/?q=web-request-webinar-information-risk-management
A Business Analytics solution implementation which is a Web-based decision support solution which collates data from various sources, performs the analysis required on the data which is then presented in a customised format to the end users.
This document provides a summary of Cortnie Guerra's work experience, including positions in IT security, identity and access management, and project management. Key responsibilities involved identifying and resolving issues, system maintenance, user provisioning and de-provisioning, and ensuring compliance. Relevant skills and technologies include Active Directory, LDAP, Aveksa, Cisco, Citrix, JIRA, ServiceNow, and Microsoft Office.
TechDays 2010 Portugal - Event Driven Architectures - 16x9Nuno Godinho
This document discusses event-driven architecture (EDA) and how it compares to service-oriented architecture (SOA). EDA uses messaging to facilitate loose coupling between asynchronous and independent components. It is well-suited for unpredictable environments that must react to many real-time events. SOA focuses on synchronous request-response between components. The document provides examples of how to implement EDA using messaging and event processing engines, and recommends when to use EDA versus SOA based on factors like independence of process steps. Resources for further reading on EDA, SOA patterns, and related topics are also included.
This high-level design document provides an overview of the tax payer registration system. It includes sections on system design, application design with process and information flows, data design with the data model and access mechanisms, interfaces, non-functional requirements around security and performance, and references. The application design section describes the registration workflow and includes a sequence diagram showing the information flow. The data design section shows the entity-relationship diagram for the main tables. Non-functional requirements specify security aspects like virus scanning and restricted file sizes.
Advanced Authorization for SAP Global Deployments Part II of IIINextLabs, Inc.
Part 2: SAP authorization model for Export Compliance
All global companies need to comply with one or more export compliance regulations when authorizing access to data. In Part 2, we will show how the toolbox and models can be used to tackle export compliance with a customer example.
Monitoring Service Levels With System Center Operations Manager 2007 R2rsnarayanan
This document discusses monitoring distributed applications and introduces the Service Level Dashboard 2.0. It provides objectives of understanding challenges in monitoring datacenters and introducing distributed, end-to-end service level monitoring. Key takeaways are that the new version allows for near real-time data, new service level tracking metrics, and uses Windows SharePoint Services 3.0 as its platform. The dashboard can help keep critical IT resources available and performing acceptably.
BPM & Workflow in the New Enterprise ArchitectureNathaniel Palmer
The document discusses workflow and business process management standards. It defines key standards like BPMN, XPDL, BPEL, Wf-XML, and BPAF. These standards address areas like process modeling notation, process definition formats, executable processes, runtime integration between processes, and analytics formats. The goal of these standards is to enable business-level agility by allowing businesses to change processes without programming through separation of responsibilities between business and IT.
Quality hub software is a suite of enterprise quality assurance tools designed to fit into a single hub with an overarching reporting dashboard on a mobile platform. It provides health and safety, risk management, feedback, and other tools in a "one stop shop" or as individual modules. Licensing allows for distribution within an organization, with no limit on staff access. Fees include a setup fee and ongoing monthly license fees depending on the number of modules used.
The document describes an enterprise app store solution called App Portal from Flexera Software. It enables IT departments to provide a self-service platform for employees to access and download approved desktop, cloud, and mobile applications, while maintaining governance and software license compliance. Key benefits include empowering users, increasing IT efficiency, reducing costs, and optimizing software asset management.
The document discusses several topics related to software development and IT systems:
- Agile approach is an iterative software development methodology where cross-functional teams work collaboratively to develop software solutions incrementally. Scrum is a popular agile method.
- An agile organization is quick to respond to changes through customized offerings, collaboration, learning from experiments, and long-term business value.
- Ajax updates parts of web pages asynchronously without reloading the whole page for better user experience.
NSi Auto Store capture process & routeJohnTileyITQ
NSi's AutoStore is capture middleware that automates document processing and routing. It can capture documents from MFPs, scanners, email, folders and other sources. AutoStore uses optical character recognition, barcoding, and workflow rules to classify, index and route documents to destinations like document management systems. It aims to simplify branch operations by consolidating document capture, processing and routing through a centralized system. This reduces costs and speeds up transaction times compared to traditional distributed capture methods.
SSRS RLS Prototype | Vision and Scope Document Ryan Casey
The document provides a vision and scope for a prototype project to implement row level security (RLS) in SQL Server Reporting Services (SSRS) reports. The prototype will apply RLS to a daily gross profit report using an entitlement table to filter data at the division, region, or customer level for each user. The deliverable will be a functional RLS prototype for SSRS using sample data and entitlement configuration by April 18th.
This document provides background information about a friendly girl. It details her education history of passing 12th class and lists her likes as decent people, fast food, outdoor games, outings with friends, and watching TV. Her dislikes include liars, non-veg food, boring books, selfish people, painting, indoor games, and a specific TV channel. Her small family is described, including that her mother passed 12th class and is a housewife, while her brother is studying in 11th class.
Part II of III: Advanced Authorization for SAP Global Deployments: September ...NextLabs, Inc.
Part 2: SAP authorization model for Export Compliance
All global companies need to comply with one or more export compliance regulations when authorizing access to data. In Part 2, we will provide an in depth example of the authorization framework using export compliance as a showcase.
http://www.nextlabs.com/html/?q=web-request-webinar-information-risk-management
Login PI is a software tool that monitors end-user experience on virtual desktop infrastructures (VDI) like Citrix, VMware, and RDS. It uses virtual users to simulate real user workflows and measures performance metrics like login times, application response times, and network latency. This allows administrators to proactively identify and address issues before real users are impacted. Login PI also provides dashboards and reports on performance trends over time to help optimize the VDI environment.
ADManager Plus helps City of Warsaw with comprehensive management of active d...Zoho Corporation
The City of Warsaw implemented ManageEngine's ADManager Plus, ADSelfService Plus, and ADAudit Plus to better manage its Active Directory infrastructure. This improved efficiency by automating tasks, delegating low-level duties, and providing auditing and reporting. Users can now self-manage passwords and accounts, reducing helpdesk load by 40%. Administrators gained oversight and saved 20% time for other tasks. Systemwide changes are now tracked to rapidly identify and contain security issues.
This document discusses SOA governance, drivers for SOA implementation, strategic architecture, development of services, technologies for SOA governance, SOA security, SOA implementation strategy and development, trends in SOA adoption, technologies, advances, software as a service, an SOA technologies proof of concept, SOA best practices, and establishes that SOA governance is important for establishing policies, controls, and enforcement for SOA implementation.
CSI tools SAP Authorization Presentation TROOPERS 2014CSI tools
The document discusses SAP authorizations and access management. It notes that while SAP systems have over 150,000 transaction codes, access is actually managed through around 1,000 authorization objects. If a user has access to a core authorization object, they have potential access to many transactions and functions. The document advocates simplifying authorizations by grouping them based on the types of master data, like vendor, customer, or material, rather than individual transactions. This allows for more flexibility in defining access policies at the data level rather than the transaction level. It also warns that authority checks can be disabled, leaving the system vulnerable.
Its requirements worksheet for scoping and sizing v2.0Aditya Pandey
This document is a requirements worksheet for an ITS (Information Technology Services) project at UNCG. It collects information about the business need, users, technical requirements, service and support needs, and application requirements for a new or upgraded system. Key details include that it impacts the entire university, has multiple stakeholders, and requires information on things like data security, network needs, support roles, and application architecture. The document is used to scope the project and size resource needs.
Virtual Manager (VM) Completions constitute a multi-discipline web-based solution that provides you with a complete interactive picture from a single source. The MODS VM Completion module can be utilized as a traditional 2D system completions database or it can be linked to your existing 3D design model to help you achieve greater efficiency, whereby, by linking to the model, we provide a unique 4D Completions and Commissioning Management System (CCMS) solution. Here, the processes are completely integrated with the 3D model database to deliver a comprehensive inspection, testing, commissioning and preservation programme that is at the same time transparent, accountable, affordable and has high visibility.
Part III of III: SAP Advanced Authorization for SAP Global Deployments: Octo...NextLabs, Inc.
Part 2: SAP authorization model for Export Compliance
All global companies need to comply with one or more export compliance regulations when authorizing access to data. In Part 2, we will provide an in depth example of the authorization framework using export compliance as a showcase.
http://www.nextlabs.com/html/?q=web-request-webinar-information-risk-management
A Business Analytics solution implementation which is a Web-based decision support solution which collates data from various sources, performs the analysis required on the data which is then presented in a customised format to the end users.
This document provides a summary of Cortnie Guerra's work experience, including positions in IT security, identity and access management, and project management. Key responsibilities involved identifying and resolving issues, system maintenance, user provisioning and de-provisioning, and ensuring compliance. Relevant skills and technologies include Active Directory, LDAP, Aveksa, Cisco, Citrix, JIRA, ServiceNow, and Microsoft Office.
TechDays 2010 Portugal - Event Driven Architectures - 16x9Nuno Godinho
This document discusses event-driven architecture (EDA) and how it compares to service-oriented architecture (SOA). EDA uses messaging to facilitate loose coupling between asynchronous and independent components. It is well-suited for unpredictable environments that must react to many real-time events. SOA focuses on synchronous request-response between components. The document provides examples of how to implement EDA using messaging and event processing engines, and recommends when to use EDA versus SOA based on factors like independence of process steps. Resources for further reading on EDA, SOA patterns, and related topics are also included.
This high-level design document provides an overview of the tax payer registration system. It includes sections on system design, application design with process and information flows, data design with the data model and access mechanisms, interfaces, non-functional requirements around security and performance, and references. The application design section describes the registration workflow and includes a sequence diagram showing the information flow. The data design section shows the entity-relationship diagram for the main tables. Non-functional requirements specify security aspects like virus scanning and restricted file sizes.
Advanced Authorization for SAP Global Deployments Part II of IIINextLabs, Inc.
Part 2: SAP authorization model for Export Compliance
All global companies need to comply with one or more export compliance regulations when authorizing access to data. In Part 2, we will show how the toolbox and models can be used to tackle export compliance with a customer example.
Monitoring Service Levels With System Center Operations Manager 2007 R2rsnarayanan
This document discusses monitoring distributed applications and introduces the Service Level Dashboard 2.0. It provides objectives of understanding challenges in monitoring datacenters and introducing distributed, end-to-end service level monitoring. Key takeaways are that the new version allows for near real-time data, new service level tracking metrics, and uses Windows SharePoint Services 3.0 as its platform. The dashboard can help keep critical IT resources available and performing acceptably.
BPM & Workflow in the New Enterprise ArchitectureNathaniel Palmer
The document discusses workflow and business process management standards. It defines key standards like BPMN, XPDL, BPEL, Wf-XML, and BPAF. These standards address areas like process modeling notation, process definition formats, executable processes, runtime integration between processes, and analytics formats. The goal of these standards is to enable business-level agility by allowing businesses to change processes without programming through separation of responsibilities between business and IT.
Quality hub software is a suite of enterprise quality assurance tools designed to fit into a single hub with an overarching reporting dashboard on a mobile platform. It provides health and safety, risk management, feedback, and other tools in a "one stop shop" or as individual modules. Licensing allows for distribution within an organization, with no limit on staff access. Fees include a setup fee and ongoing monthly license fees depending on the number of modules used.
The document describes an enterprise app store solution called App Portal from Flexera Software. It enables IT departments to provide a self-service platform for employees to access and download approved desktop, cloud, and mobile applications, while maintaining governance and software license compliance. Key benefits include empowering users, increasing IT efficiency, reducing costs, and optimizing software asset management.
The document discusses several topics related to software development and IT systems:
- Agile approach is an iterative software development methodology where cross-functional teams work collaboratively to develop software solutions incrementally. Scrum is a popular agile method.
- An agile organization is quick to respond to changes through customized offerings, collaboration, learning from experiments, and long-term business value.
- Ajax updates parts of web pages asynchronously without reloading the whole page for better user experience.
NSi Auto Store capture process & routeJohnTileyITQ
NSi's AutoStore is capture middleware that automates document processing and routing. It can capture documents from MFPs, scanners, email, folders and other sources. AutoStore uses optical character recognition, barcoding, and workflow rules to classify, index and route documents to destinations like document management systems. It aims to simplify branch operations by consolidating document capture, processing and routing through a centralized system. This reduces costs and speeds up transaction times compared to traditional distributed capture methods.
SSRS RLS Prototype | Vision and Scope Document Ryan Casey
The document provides a vision and scope for a prototype project to implement row level security (RLS) in SQL Server Reporting Services (SSRS) reports. The prototype will apply RLS to a daily gross profit report using an entitlement table to filter data at the division, region, or customer level for each user. The deliverable will be a functional RLS prototype for SSRS using sample data and entitlement configuration by April 18th.
This document provides background information about a friendly girl. It details her education history of passing 12th class and lists her likes as decent people, fast food, outdoor games, outings with friends, and watching TV. Her dislikes include liars, non-veg food, boring books, selfish people, painting, indoor games, and a specific TV channel. Her small family is described, including that her mother passed 12th class and is a housewife, while her brother is studying in 11th class.
WebEnture Technologies is a web design, development, and consulting company that offers various services including web design, portal development, software testing, staffing, and mobile app development. It specializes in open source customization and works with technologies like PHP, .NET, Java, MySQL, and mobile platforms. WebEnture uses agile methodologies and has experience implementing Autonomy products like IDOL, TeamSite and LiveSite. It provides onsite, offshore and outsourced delivery models with a partnership approach to meet clients' needs.
Bhawna Sarpal's document provides information about her education, family, likes, dislikes and hobbies. She completed 10th and 12th class through the CBSE Board and enjoys hobbies like reading and listening to music while disliking dishonesty. Her aim is to become a successful businesswoman.
Smart suite quality_management_datasheetIITSW Company
The SMART QMS system provides a quality management system for tracking non-conformances, supplier management, customer complaints, quality policies and objectives, audits, change management, contracts management, equipment and asset management, parts and inventory management, knowledge management, survey management, and reporting and measurement. It ensures operations conform to quality standards and allows corrective actions to be implemented and tracked.
The document provides an overview of the key features and functionality of an IT service management software system. It describes general system functionality, integration options, self-service features, incident management capabilities, problem management, service request management, change and release management, and system asset and configuration management functionality. The system aims to support all major ITIL processes and modules to help organizations effectively manage IT services, incidents, problems, requests and changes.
This document is a resume for Shashi Bhushan. It summarizes his experience in IT infrastructure service management including incident management, problem management, and change management. He has over 8 years of experience in IT operations support roles at Bank of America Merrill Lynch and other companies. His responsibilities have included incident response, problem resolution, change management, and leading operations teams.
Qutubuddin Sheik is seeking a mid-to-senior level position in IT application management and support with over 5 years of experience. He has worked as an IT support analyst, production L3 analyst, application manager, and IT project manager for CitiBank and Cognizant Technology Solutions. He has experience managing various banking and investment applications. He is proficient in technologies like Oracle, SQL, PL/SQL, Java, and monitoring tools. He has an ITIL foundation certification and has experience in roles like support analyst, support lead, incident/problem manager, application manager, system capacity manager, release manager, and project manager.
1) NextStep is a user-centric process automation application that is designed to simplify the use of eRoom collaboration software while extending its functions and value.
2) It provides personalized dashboard views, threaded discussions, polling, and calendars for process-based collaboration. It also includes templates for process creation and management.
3) NextStep can integrate with third party systems and leverage eRoom authentication, allowing for task management, monitoring, and reporting across collaborative processes.
The Tender Management System for healthcare industry and quality-oriented organizations. How a Rich Internet Application can help a multinational company with sales offices throughout the world (or even small distribution companies) to manage tenders with a complete workflow that involves the sales force in pricing and creating offers. The app for iPad (or Android tablet) plays a vital role in supporting the rep with its handiness and ease of use.
Vishal Guleria (ITIL Certified) IT Service Management Lead Updated ResumeVishal Guleria
Vishal Guleria is seeking a position as an ITSM professional to utilize his ITIL certification and skills in incident management, service desk operations, and infrastructure support. He has over 5 years of experience in these areas, most recently as an Associate in IT Service Management at Ciena India Pvt Ltd, where he is responsible for incident management, service request management, knowledge base management, and other ITSM functions. He has strong skills in ITIL processes, the ServiceNow ITSM tool, Microsoft technologies, and networking protocols.
Service Center is a business process management (BPM) system with unique features designed to rapidly create paper less work environment, connect people anywhere, anytime over web, improve workflow and work management process in organizations
ServiceDesk Plus version 8.0 includes help desk integration through API, service Catalog, help desk load balancing techniques, agent based asset management, etc that will make help desk easy to use.
Swapnil Srivastava has over 5 years of experience as an Azure Administrator and IT support engineer. He has worked on projects for companies like Royal Dutch Shell, Accenture, and Intertek, where he managed Azure environments, provided desktop support, and troubleshot issues with applications, hardware, and networking. His technical skills include Azure administration, Office 365 administration, Windows server administration, and troubleshooting Exchange, Active Directory, and networking issues.
The document contains the resume of Sulakshana Tikoo, which highlights over 8 years of experience in application support, database development, team management, and technical support. She has worked as a system administrator and managed multiple projects involving incident, problem, change, and configuration management. Her technical skills include SQL, PL/SQL, Windows Server, and she has certifications in ITIL and SQL Server 2008.
The document provides suggestions for implementing an effective change management process based on ITIL best practices. It recommends establishing extensible workflows, user roles, impact analysis, and auditing to manage the change lifecycle. Key steps include creating templates to track changes, an approval process, change advisory board meetings, and reports to analyze change data and provide oversight of the change management process. Establishing good communication and protocols for notifying users of changes is also suggested.
Ankita Bhatnagar is an ISTQB certified professional with over 8 years of experience in change release management. She has worked on several projects as a senior release manager and test analyst for clients like TCS, IBM, American Express, Nordstrom Bank, CITCO, and the Income Tax Department in India. Her responsibilities have included release planning, environment management, change management, vendor management, and reporting. She is proficient with tools like Jenkins, SVN, Ant, Maven, SQL, and test management tools like QC and has experience working with banking, capital markets, and retail domains.
Daniel Shongo has over 15 years of experience in IT support roles. He has strong skills in helpdesk support, system administration, and SAP support. Some of his responsibilities have included providing technical support to users, troubleshooting software and hardware issues, installing and configuring systems, and training other staff. He has expertise in Windows, MacOS, networking, and various applications like SAP, Salesforce and Office.
An overview of CobbleSoft\'s web-based Helpdesk and Service Management software: a reflection on today\'s buzzwords and where we were leading the industry 5 years ago.
ServiceDesk Plus is a help desk application that provides incident management, problem management, change management, asset management, knowledge base, and self-service portal capabilities. It allows users to log incidents, track resolutions, associate problems and changes. The CMDB scans for IT assets. Additional features include purchase management, contracts management, surveys, automation, reports, and Active Directory integration. It is available in different editions to suit various needs.
This document provides information about IT management services from ACMA Computers including Infrastructure Management Services (IMS). IMS aims to transform reactive IT management to a proactive and predictive model through monitoring, proactive alerts, automated maintenance, security hardening, asset management, ticketing and reporting. This is intended to save time, manpower and costs while keeping systems healthy, updated and achieving maximum uptime through automated processes.
The Senior DevOps Engineer is responsible for designing, developing, testing, and maintaining integration processes between enterprise applications for Parker University. This includes developing automation for continuous integration and deployment, supporting applications, and responding to alerts and issues. The role also develops custom integrations involving communication between internal and external teams. Reporting and dashboards are created to aid in monitoring integration processes. A bachelor's degree and 4+ years of relevant experience are required.
This document discusses several IT service management processes and functions including event management, incident management, request fulfillment, problem management, and access management. It also discusses the purpose, objectives, and scope of processes like monitoring events, incident management, problem management, request fulfillment, and access management. The key roles involved include the service desk, technical management, IT operations management, and application management.
Similar to Key features in_smart_itsm_solution_datasheet (20)
ITIL is a best practice framework for IT service management that has helped organizations realize cost savings of 6-8% in operating costs and reductions in systems crashes and incidents. The document discusses the SMART Suite, a software product that provides help desk, IT service management, knowledge management and customer service solutions based on ITIL principles to help organizations improve efficiency, customer satisfaction, and resource utilization.
Preview of parts & inventory managementIITSW Company
This document outlines the key features of a parts and inventory management system, including the ability to manage the lifecycle of consumable parts from requests to purchases to alerts. Users can request parts which are then released from inventory by support staff. The system supports multiple stores, barcode tracking, purchase orders, alerts for low inventory, and tracking parts, suppliers, purchase prices, and user part requests.
The document discusses the key features of a contracts management system. It allows users to manage various types of contracts and link related contracts together. It provides notifications for contracts, tasks, and payments. It also tracks vendors, contacts, documents, notes, costs, currencies, related contracts, and meetings. The system helps with compliance, audits, and change management.
Oman Arab Bank automated its IT service desk with SMART Suite ITSM software to replace its manual help desk system. SMART Suite allows Oman Arab Bank to centrally track and manage all communications from a single point. Using SMART Suite has reduced incident logging times, improved service levels by automatically notifying contacts of problems, and helped determine if infrastructure is meeting service level agreements. Oman Arab Bank officials praised SMART Suite for offering a cost-effective solution to implement ITIL best practices across the bank's 37 locations.
The document provides an overview of ISO 20000, an international standard for IT service management. ISO 20000 sets benchmarks for best practices in IT service management and defines requirements for organizations to deliver managed IT services. It is based on ITIL frameworks and involves assessing organizations' implementation of IT service management processes. Certification requires high levels of work but demonstrates an organization's maturity and excellence in IT service management.
The document describes a GPS-based vehicle tracking system for schools called SMART GPS Tracking Solutions. The system uses GPS technology and RFID cards to track the location and movement of school buses and students. It allows schools to monitor the current location of buses, track when and where students enter and exit buses, and ensure buses are being driven safely. The system provides safety and accountability benefits to school management.
This document describes a fleet management system called SMART GPS Tracking that uses GPS technology to track vehicles. It offers a range of tracking and monitoring features including live tracking, geofencing, reports on speed, location, idleness and more. The system provides benefits like improved dispatching, route optimization, and reductions in costs and overtime. It can integrate with other systems and handle large fleets of up to 500 vehicles per server.
Government sector smart_suite_success_storyIITSW Company
CSEPF needed to improve its IT service management to better support employees. It implemented SMART Suite to establish an automated ITSM system aligned with ITIL best practices. Benefits included eliminating redundant work, improving knowledge sharing, and enhancing service quality and reliability. Staff utilization improved, reducing costs. The system provided centralized visibility and management of all IT work. It helped reduce service downtimes by formalizing change management. SMART Suite also helped CSEPF manage its complex IT assets and configurations more effectively.
GraphRAG for Life Science to increase LLM accuracyTomaz Bratanic
GraphRAG for life science domain, where you retriever information from biomedical knowledge graphs using LLMs to increase the accuracy and performance of generated answers
Why You Should Replace Windows 11 with Nitrux Linux 3.5.0 for enhanced perfor...SOFTTECHHUB
The choice of an operating system plays a pivotal role in shaping our computing experience. For decades, Microsoft's Windows has dominated the market, offering a familiar and widely adopted platform for personal and professional use. However, as technological advancements continue to push the boundaries of innovation, alternative operating systems have emerged, challenging the status quo and offering users a fresh perspective on computing.
One such alternative that has garnered significant attention and acclaim is Nitrux Linux 3.5.0, a sleek, powerful, and user-friendly Linux distribution that promises to redefine the way we interact with our devices. With its focus on performance, security, and customization, Nitrux Linux presents a compelling case for those seeking to break free from the constraints of proprietary software and embrace the freedom and flexibility of open-source computing.
Infrastructure Challenges in Scaling RAG with Custom AI modelsZilliz
Building Retrieval-Augmented Generation (RAG) systems with open-source and custom AI models is a complex task. This talk explores the challenges in productionizing RAG systems, including retrieval performance, response synthesis, and evaluation. We’ll discuss how to leverage open-source models like text embeddings, language models, and custom fine-tuned models to enhance RAG performance. Additionally, we’ll cover how BentoML can help orchestrate and scale these AI components efficiently, ensuring seamless deployment and management of RAG systems in the cloud.
Climate Impact of Software Testing at Nordic Testing DaysKari Kakkonen
My slides at Nordic Testing Days 6.6.2024
Climate impact / sustainability of software testing discussed on the talk. ICT and testing must carry their part of global responsibility to help with the climat warming. We can minimize the carbon footprint but we can also have a carbon handprint, a positive impact on the climate. Quality characteristics can be added with sustainability, and then measured continuously. Test environments can be used less, and in smaller scale and on demand. Test techniques can be used in optimizing or minimizing number of tests. Test automation can be used to speed up testing.
Unlock the Future of Search with MongoDB Atlas_ Vector Search Unleashed.pdfMalak Abu Hammad
Discover how MongoDB Atlas and vector search technology can revolutionize your application's search capabilities. This comprehensive presentation covers:
* What is Vector Search?
* Importance and benefits of vector search
* Practical use cases across various industries
* Step-by-step implementation guide
* Live demos with code snippets
* Enhancing LLM capabilities with vector search
* Best practices and optimization strategies
Perfect for developers, AI enthusiasts, and tech leaders. Learn how to leverage MongoDB Atlas to deliver highly relevant, context-aware search results, transforming your data retrieval process. Stay ahead in tech innovation and maximize the potential of your applications.
#MongoDB #VectorSearch #AI #SemanticSearch #TechInnovation #DataScience #LLM #MachineLearning #SearchTechnology
Programming Foundation Models with DSPy - Meetup SlidesZilliz
Prompting language models is hard, while programming language models is easy. In this talk, I will discuss the state-of-the-art framework DSPy for programming foundation models with its powerful optimizers and runtime constraint system.
Maruthi Prithivirajan, Head of ASEAN & IN Solution Architecture, Neo4j
Get an inside look at the latest Neo4j innovations that enable relationship-driven intelligence at scale. Learn more about the newest cloud integrations and product enhancements that make Neo4j an essential choice for developers building apps with interconnected data and generative AI.
In the rapidly evolving landscape of technologies, XML continues to play a vital role in structuring, storing, and transporting data across diverse systems. The recent advancements in artificial intelligence (AI) present new methodologies for enhancing XML development workflows, introducing efficiency, automation, and intelligent capabilities. This presentation will outline the scope and perspective of utilizing AI in XML development. The potential benefits and the possible pitfalls will be highlighted, providing a balanced view of the subject.
We will explore the capabilities of AI in understanding XML markup languages and autonomously creating structured XML content. Additionally, we will examine the capacity of AI to enrich plain text with appropriate XML markup. Practical examples and methodological guidelines will be provided to elucidate how AI can be effectively prompted to interpret and generate accurate XML markup.
Further emphasis will be placed on the role of AI in developing XSLT, or schemas such as XSD and Schematron. We will address the techniques and strategies adopted to create prompts for generating code, explaining code, or refactoring the code, and the results achieved.
The discussion will extend to how AI can be used to transform XML content. In particular, the focus will be on the use of AI XPath extension functions in XSLT, Schematron, Schematron Quick Fixes, or for XML content refactoring.
The presentation aims to deliver a comprehensive overview of AI usage in XML development, providing attendees with the necessary knowledge to make informed decisions. Whether you’re at the early stages of adopting AI or considering integrating it in advanced XML development, this presentation will cover all levels of expertise.
By highlighting the potential advantages and challenges of integrating AI with XML development tools and languages, the presentation seeks to inspire thoughtful conversation around the future of XML development. We’ll not only delve into the technical aspects of AI-powered XML development but also discuss practical implications and possible future directions.
HCL Notes und Domino Lizenzkostenreduzierung in der Welt von DLAUpanagenda
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-und-domino-lizenzkostenreduzierung-in-der-welt-von-dlau/
DLAU und die Lizenzen nach dem CCB- und CCX-Modell sind für viele in der HCL-Community seit letztem Jahr ein heißes Thema. Als Notes- oder Domino-Kunde haben Sie vielleicht mit unerwartet hohen Benutzerzahlen und Lizenzgebühren zu kämpfen. Sie fragen sich vielleicht, wie diese neue Art der Lizenzierung funktioniert und welchen Nutzen sie Ihnen bringt. Vor allem wollen Sie sicherlich Ihr Budget einhalten und Kosten sparen, wo immer möglich. Das verstehen wir und wir möchten Ihnen dabei helfen!
Wir erklären Ihnen, wie Sie häufige Konfigurationsprobleme lösen können, die dazu führen können, dass mehr Benutzer gezählt werden als nötig, und wie Sie überflüssige oder ungenutzte Konten identifizieren und entfernen können, um Geld zu sparen. Es gibt auch einige Ansätze, die zu unnötigen Ausgaben führen können, z. B. wenn ein Personendokument anstelle eines Mail-Ins für geteilte Mailboxen verwendet wird. Wir zeigen Ihnen solche Fälle und deren Lösungen. Und natürlich erklären wir Ihnen das neue Lizenzmodell.
Nehmen Sie an diesem Webinar teil, bei dem HCL-Ambassador Marc Thomas und Gastredner Franz Walder Ihnen diese neue Welt näherbringen. Es vermittelt Ihnen die Tools und das Know-how, um den Überblick zu bewahren. Sie werden in der Lage sein, Ihre Kosten durch eine optimierte Domino-Konfiguration zu reduzieren und auch in Zukunft gering zu halten.
Diese Themen werden behandelt
- Reduzierung der Lizenzkosten durch Auffinden und Beheben von Fehlkonfigurationen und überflüssigen Konten
- Wie funktionieren CCB- und CCX-Lizenzen wirklich?
- Verstehen des DLAU-Tools und wie man es am besten nutzt
- Tipps für häufige Problembereiche, wie z. B. Team-Postfächer, Funktions-/Testbenutzer usw.
- Praxisbeispiele und Best Practices zum sofortigen Umsetzen
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
How to Get CNIC Information System with Paksim Ga.pptxdanishmna97
Pakdata Cf is a groundbreaking system designed to streamline and facilitate access to CNIC information. This innovative platform leverages advanced technology to provide users with efficient and secure access to their CNIC details.
Full-RAG: A modern architecture for hyper-personalizationZilliz
Mike Del Balso, CEO & Co-Founder at Tecton, presents "Full RAG," a novel approach to AI recommendation systems, aiming to push beyond the limitations of traditional models through a deep integration of contextual insights and real-time data, leveraging the Retrieval-Augmented Generation architecture. This talk will outline Full RAG's potential to significantly enhance personalization, address engineering challenges such as data management and model training, and introduce data enrichment with reranking as a key solution. Attendees will gain crucial insights into the importance of hyperpersonalization in AI, the capabilities of Full RAG for advanced personalization, and strategies for managing complex data integrations for deploying cutting-edge AI solutions.
Full-RAG: A modern architecture for hyper-personalization
Key features in_smart_itsm_solution_datasheet
1. SMART SUITE
IT Service Management,
Help Desk & Customer Service Software
Detailed Features List
IIT Internet Information Technologies
2. General System Functionality
Totally Web-Based user and support staff interface.
Supports all major ITIL Modules.
Supports External Customers and Internal Employees
Supports Multiple Languages (English / French /Arabic) & Gregorian / Hijri Calenders.
User Personalization for (Fonts & Themes)
Go Live for standard package from day 1.
System Supports multiple access levels, and has ability to support many Roles : like
Employee, Employee Manager, Service Desk Call Taker, Service Desk Manager,
Support Staff, Support Staff, Manager, Customer & Administrator.
Control access of service desk application functionality utilizing structure of role/user
Multiple attachments can be added to tickets in all major functional areas, attachement
sizes as required
Can create new Tasks/Work orders from within an incidents/service requests.
Has Ability to provide Self Service through a Service.
Service Desk supports direct visibility into business problems.
Supports Workflow Queues
Can record time spend on activities, tasks, incidents/service requests.
Field Level Security for Data
Can record Service Cost for each incident/service request.
Provides a secure historical audit log of all actions.
Service Level Agreements can be defined, monitored for compliance, and tracked for
performance.
Email Distribution lists can be created to notify users and groups about an event.
Adding Fields to Screen at Run-time
Executive dashboard with drill down capability.
Custom surveys can be automatically sent to users after issues are resolved.
Can hide fields for specific users using security management.
Scalable Solution and supports multi-tenancy.
Supports Customization
Integration Options
System synchronizes with MS Active Directory for user login and single sign on
System has ability to integrate with Microsoft’s Operations Manager.
System has ability to integrate with Microsoft’s System Center Configuration Manager
System has ability to Integrate with IP-PBX Telephone and Interactive Voice Response
(IVR) Call Center systems.
3. Auto ticket creation from outside Applications / Interfaces
Email Integration
Fax Integration
SMS Integration
Self – Service Features
End Users (Employees / Customers) can do the following :
Create requests for Incidents or Service Requests.
Check the status of Incidents or requests tickets in a dashboard.
Add notes or comments to a request at any time until it is closed.
Attach documents to an Incident or service request.
Search a knowledge base for solutions and has Search capability by multiple criteria
including topic, keyword, ticket number, and combinations of data fields
View News, FAQ’s and System Outages Information.
Respond to published Surveys as part of Continual Service Improvement.
Generation of tickets from Email & Websites
Has ability to convert email send to support department into an incident ticket.
Provides guest URL, which allows visitors to access application, for opening service
request tickets without logging into the system.
Confirmation of request receipt is automatically emailed back to the sender with
relevant information included.
Incident Management – Key Features
Allows creation, modification and closure of Incident records.
Provides ability to input free text & attach multiple files for the recording of Incident
descriptions and resolution activities.
Automates the rapid classification and recording of Incidents using templates.
Assign priority, business impact, and urgency indicators to Incident records.
Provides Incident Pattern Matching Technology that expedites service restoration by
automatically finding similar incidents with solutions, identify repeat incidents that allude
to presence of systemic problem, identify related known error records & related
knowledge articles
Supports the automated routing (alerting) of Incidents to selected support staff or
groups.
Customizable thresholds for automated escalation.
Support cloning of Incidents.
Allows grouping of duplicate / similar incidents using parent child relationship.
4. Create new Tasks / Work orders from within an incident.
Record time spend on activities, tasks & incidents.
Record Service Cost for each incident.
Provides management reports from historical Incident records.
Facilitates the analysis of Incident and call data to identify trends.
Able to generate reports on outstanding (unresolved – open and overdue) Incidents.
Allows closure of Incidents by utilizing customizable Incident closure codes.
Provides simple and advanced search capabilities in all langauges like (English, French,
German, Spanish & Arabic)
Tool facilitates the closure of all Incidents when the associated Problem or Known Error
is resolved.
Facilitates secure and controlled access to the Configuration Management Database to
navigate, modify and extract Configuration Items & Incident related information.
Allows Incident Management to notify and assign high priority Incidents to multiple
associates (Support Groups).
Provides Interface that allows users to check the status of requests, frequently asked
questions or view outage information.
Facilitates the automatic escalation of unresolved Incidents as per pre-defined time
intervals.
Facilitate the use of knowledge base & support check lists for Incident diagnosis and
Resolution.
Can Change SLA/Priority of and Incident at any given time.
Can Promote an Incident as a Problem.
Problem Management – Key Features
Facilitates the creation, modification, and closure of Problem records.
Provides the ability to distinguish between a Problem and Known Error.
Route and assign Problem records to pre-defined support staff or groups.
Allows Impact and urgency codes to be assigned to Problem records.
Facilitates progress tracking and monitoring of Problems.
Escalates Problems after pre-defined thresholds of SLA’s have been Breached.
Facilitates the generation of customizable management reports for trend analysis.
Facilitates the association and maintenance of the relationships between Incidents,
Known Error records and RFCs.
5. When a Change has been successfully implemented the closure of all linked Known
Error / Problem records is automatically initiated.
Allows linkage of Configuration Items in CMDB to Problem Records.
Service Request Management Key Features
Service request can be opened by a user or a service desk call taker using Shared
Service Catalog.
Multi-level Service Approvals - Workflow.
Integration with Service Level Management to track and ensure compliance with service
level agreements (SLAs).
Configurable workflow for routing work assignments as per pre-defined business rules.
Automatic Multi-level escalation via Email / SMS based on business rules.
Automated action taken by the system based on rules, such as change a status after a
specified time period.
Work Orders or Tasks can be created and assigned for fulfilling a service Request.
Activity Notes can be placed in a service requests.
Users can request parts and Support Staff and Issue parts with online tracking.
Ability to charge back users or department for Services Provided.
Change & Release Management Key Features
Facilitate the recording and storage of Request For Change ( RFC ).
Allows only authorized personnel to submit RFCs.
Supports Routing of RFCs to the appropriate authorization bodies like Change Advisory
Board (CAB).
Supports monitoring and tracking of the life cycle of a Change request. For example,
tracking a change through the different stages of authorization, coordination, and review.
Ability to approve or reject Changes online.
Ability to record Risks associated with Change
Allows recording of impact assessment information such as, embedding of attachments
Related to financial/business/technical reviews.
Provide a interface for planning and scheduling of all tasks and personnel associated
with change
Supports recording of Change schedules for build, testing, and implementation.
Record back-out procedures within the Change record.
Supports the planning, management and successful rollout of approved changes using
Release management.
6. Supports the patching of all windows operating systems and core Microsoft products like
Office and IE.
System Asset & Configuration Management Key Features
Ability to discover, verify, record, and control all Configuration Items (CIs) through their
entire lifecycle
Complete built in asset & configuration management tool set.
Tracks all important CI Technical Attributes like Processor info, harddisks & RAM
capacity.
Track CI General Attributes like Asset ID, Asset Name, Asset Type, Location,
Department, User, Make/Model, Category, Component of, Serial Number, version,
Vendor Parties, etc. )
Tracks all important software information such as applications installed, service
packs,updates …etc for each asset.
Track supplier and manufacturer profiles for each asset.
Dash board view available to view all tickets for a given asset.
Assets can be assigned to any owner in their lifecycle, with historical tracking of
ownership.
Supports Software Licensing Metering & Compliance.
Ability to Record License and contract information CI attributes such as Contract
Agreement #, Contract Type, Service Type, Coverage Type, Vendor SLA, Coverage,
Trans/Start/End Dates, Duration, Payment Period/Month/Year, Period/Annual Cos.
Track & record Software Backups information.
Supports all contracts information and with email alerts before contract expiration.
Integrated Remote Assitance with Audio Talk and Text Chat Option.
Supports Management of General Non-IT Assets.
Parts Management Key Features
Consumables & Parts Inventory Management.
Ability create Purchase Orders for Consumable Parts.
Ability Receive and track inventory positions.
Supports Multiple Warehouses.
Perform Inventory Adjustments with reason code.
Send Alerts if Inventory falls below Re-order point and Safety Stocks.
7. Contracts Management Key Features
Support License and contract renewal information and send Alerts before contract
expiry.
Provide ability to record and manage all contracts for software licenses, leases,
warranties, services and maintenance agreements.
Get Contracts Approvals Online.
Record Details of Third Party Contacts.
Record All Financial Details of Contracts.
Record All Payment Details of Contracts.
Link Related Contracts.
Service Level Management Key Features
Ability to define and manage services with Availability Info.
Define multiple support centers, business working hours & holidays.
Activities are adjusted based on operating hours, accounting for nights, weekends, &
Holidays.
Defines individual milestones; system initiates notification & escalation upon breach of
SLA’s.
Unavailability of a technician will automatically re-assign incidents, problems and service
requests by sending an email/sms alert to the alternate technician.
Supports Escalation notification through multiple means including e-mail & sms phone
text.
Ability for Application Administrator to configure escalation notification process.
Allows you to publish your own Service Catalog for (IT/HR/Administrative/Financial)
Services.
Availability Management
Ability to record availability metrics (downtimes).
Workflow process to monitor all Servers and Network Devices and proactively notify
managers / support staff of upon non - availability.
Knowledge Base
Technicians can publish solutions to a knowledge base.
File attachments and links can be added, such as screenshots, internally stored
documents, and internet-based information.
Items in knowledge base can be marked as FAQ’s / Checklists.
Can Convert Incident/Problem Resolution into a Knowledge base article.
8. Can have seperate Knowledge based for Technical Staff.
Survey Management Key Features
Allows Delivery of Survey Invitations when an Incident or Service Request is closed.
Manual Delivery of Surveys to Selected Audience.
Create Multiple Different Survey Types.
Unlimited User Defined Fields for Survey Questions :
Drop-down, Radio Button, Checkbox, or Text Box Fields,
Required or Optional Survey Questions,
Required or Optional "Additional Information" Text Boxes.
Survey Invitations can be send via Email.
Allows Customizable Email Invitations & "Thank You" Verbiage.
Provides Analysis in form of Graphical Survey Results.
Reporting Key Features
More than 150 pre-defined or canned reports in System.
All reports Supported in Multiple Lanagues like English, French & Arabic.
Ability to make custom reports, without need for buying expensive reporting software’s.
Reports can be exported as .csv, .xls, XML, TIFF, web archive and .pdf Formats.
Support Options
Supports both SAAS & Installed Options.
Remote & Onsite Technical support is available for installation and configuration.
Separate documentation manuals & computer based / video training is available online
within the application.