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The Ionix Service Manager ITIL Solution
EMC develops a 100% web-based solution – Ionix Service Manager - for automating IT Service Management processes throughout an enterprise, on a local or global scale. The Ionix Service Manager solution includes Incident, Problem, Change, Configuration, Release, Service Level and Availability Management processes, all of which have been certified to an enhanced level of ITIL (IT Infrastructure Library) compatibility by Pink Elephant™.
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Figure 1: Ionix Service Manager IT Service Management Model
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Built on industry best practice methodology, including ITIL and KCS (Knowledge Centered Support), Ionix Service Manager delivers the lowest total cost of ownership of comparative depth of functionality in the IT Service Management market.
Ionix Service Manager delivers on this value proposition in the following ways:
- 100% web technology enables simplified, rapid deployment - no installation is required on individual client machines.
- efficiency savings from standardizing service management processes (based on industry best practice standards) across the enterprise.
- intelligent integration with third party applications via the Federated CMDB (or .NET and Web Services) eradicates the prohibitive costs formerly associated with enterprise integration projects.
- improving resource efficiency by empowering customers to use the self-service functionality. Customers can log and track their enquiries and solve issues online using the Knowledge Bank.
A technology solution for today's business environment
In recent years, CIOs have been required to justify expenditure by demonstrating benefits to the overall business rather than just keeping up with the latest technology. IT Directors within the enterprise sector must show genuine cost savings and demonstrate business benefits from IT implementations.
Driven by cost imperatives, they are looking for opportunities to streamline and improve internal processes, replacing outdated information systems with technologies that are more flexible, have greater reach and cost less to run.
A move to web-based applications is now a standard feature of the enterprise IT strategy. This is due to ease of rollout, upgrade and customization, integration capabilities, and the ability to involve dispersed resources and customers in business processes via browser-based access.
Clients consistently rate the web-based technology of Ionix Service Manager (formerly Infra), combined with its comprehensive functional support for service management processes, as key factors in their decision to implement the application.
See Ionix Service Manager solutions for:
- ITIL-based Service Management processes.
- Integration with third party applications.
- Self-Service for internal and external customers.
For more information, please download Ionix Service Manager brochure.
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HelpBox: Web based help desk software
To cater for those companies that do not require all of the facilities offered by Ionix Service Manager, we have introduced the HelpBox product.
HelpBox, from Layton Technology is a web-based help desk solution that is simple to use and is accessible anywhere there is an internet connection. The product offers easy customization of screens to cater for different groups of users, direct import of users via Active Directory, as well as self service for end users. HelpBox caters for automating daily support tasks, monitoring and managing the delivery of IT services, generating request logs, and tracking troublesome incidents, to mention some of its capabilities.
Here are some features of Help Box:
- Solution knowledge base for troubleshooting.
- Full e-Mail integration between end user to IT tech and tech to tech regarding requests, alerts, assignments and escalations (also works with Exchange).
- Multiple request forms for different departmental uses (such as Helpdesk, HR, Billing, etc.).
- Customizable assignments of requests to technicians based on skills and work load
- Integration of Active Directory to import end-users
- Auto templates with solutions for notes and communication
- Task scheduling
- Notification banner (white board announcements)
- Customizable screens (forms), fields and reports
- File Attachments to requests (such as screen shots)
- Customizable escalation process using colour coding and auto assignment
- Comprehensive statistical and user-defined reporting (including history from any field)
- Uses Access or SQL Server databases
- Automatic escalation of calls and colour coding of different escalation levels allow an 'at a glance' appraisal of how well Service Level Agreements are being met.
- Links dynamically to AuditWizardTM database, to identify assets against End Users and show all inventory information as held by AuditWizard™ .
Help Box is a simple configurable solution and provides everything you need to deliver excellent customer service, right out of the box!
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