Service Operations
Incident Management: User Prioritised
EasyVista places the user at the centre of the IT services’ concerns. In the EasyVista Service
Management module, everything has been designed to address user requests in the best timeframe and at the lowest cost.
EasyVista Service Management is always accessible. Incidents can be logged:
- Via different routes: telephone, email, Web entry, etc.
- By third party applications thanks to Web services.
- Through a CTI (computer telephony integration) interface.
- From the built-in CMDB integration which allows incidents to be opened in the event a period of unavailability is detected or identified.
EasyVista Service Management accelerates the processing of incidents:
- State of the art ergonomics dramatically minimises the amount of time require to record and process incidents: a call logging template has all the necessary tools for qualification and analysis to help with resolution or escalation toward the relevant group, all from a single interface.
- The Service Desk is available to the user 24 hours a day and 7 days a week through the Self Service portal, in the appropriate language.
- Distribution rules will automatically redirect calls towards the relevant teams.
- Visual calendar management for team planning.
- Real time access to the knowledgebase enables self-help resolution.
Improved communication with the user:
- Before incidents appear via automatic news publishing
- During the incident resolution phase via regular email notification.
- After the closing of an incident through the user’s self-evaluation of the services received.
Visual calendar management for team planning.
Problem and Know error Management: Capitalise on IT knowledge to reduce the causes of incidents
EasyVista minimises the impact of recurrent malfunctions by proactively identifying their causes and by taking measures to resolve and prevent them from reoccurring.
EasyVista Service Management provides:
- “Out-of-the-Box” screens to create a problem from an incident, link an incident to a problem and close all the linked incidents when the problem is resolved.
- Automatic updating of incidents associated with a problem.
- Association of priorities to problems according to their impact on the business, their urgency, available resources and potential risks.
- Traceability of managed problems from the start to finish.
- Powerful and simple tools to store and search existing problems.
- Seamless integration with Change Management and CMDB modules.
Event Management
An event is a change of state which has an impact on Configuration Management. EasyVista brings together events from multiple sources: using network supervision tools, Web Services, etc. The workflow engine ensures that the right people are informed at the right time to take control of the event.
A graphical representation linking events, incidents, change requests and release requests facilitates fault analysis and resolution.
Click to enlarge.
User Request Management (Request Fulfilment)
User service requests are managed from end to end in EasyVista Service Management:
- The Self Service portal allows a request to be made through a catalogue of services.
- The financial aspect is taken into consideration. A user requesting a new workstation can choose some of the characteristics of the requested service himself based on his own requirements: monitor size, disk capacity, installed software, etc. These choices then have an impact on the re-invoicing cost.
- The financial validation of requests is either an automatic or a manual process.
- The logistics aspect is also covered (purchase of assets, impact on licences, acquisition from stock where applicable).
- The user can close out his request and make a note of the service quality he feels he has received.
