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You are here: Home Offer The New I-Service Suite

The New I-Service Suite

The Service Level Management Solution

Imagine a Perfect World where your Business Processes are directly connected with your Service Levels Experience: introducing the new I-Service CX.

  • model your business process with BMPL standard
  • model your service referring to ITILv3 best practices
  • model your service level according to ITILv3 recommendations
  • link your services experience to your IT legacy data
FEATURES
  • Properly manage a Business Process, managing the all the Services Levels on which the Business Process depends,
  • Designed to easily represent any services and different type of service levels.
  • It doesn’t require any change in IT infrastructure, further facilitating implementation of SLM.
  • Native module focused on the critical business processes, the services and interactions that most closely affect service quality.
  • Perform time-based calculations for SLAs, such as "no outage longer than 15 minutes" or "no more than 4 outages during the reporting period.“
  • Define business processes. Determine procedures for SLA reporting and review to identify and resolve problems before they affect business results.
  • Through the use of high-level intelligent rules and Complex Event Management make real-time adjustments that help ensure and improve service level quality.
  • Incorporate and aggregate multiple types of metrics from multiple management disciplines and tools. (e.g. natively integrates service desk metrics along with IT infrastructure availability and performance metrics).
  • Compare measured results to SLAs and calculate service level compliance using results collected over several reporting periods.
  • Measure results (either by direct monitoring or testing, or through an intermediate source) and stores them in a database or data warehouse for reporting and trend analysis.
  • The only tool on the market that align business processes with IT data.
  • ITIL V3 Conformant.
BENEFITS
  • Improve revenues and profit margins and support business growth. Enables clear priorities and higher visibility for IT's contribution to the business, and SLM helps boost productivity and lower labor costs.
  • Allows close alignment between business goals and IT investments. Build business/IT alignment. Develop a common language to identify service levels and define and prioritize the services critical to business processes performance.
  • Fast and straightforward SLM implementation (and fast ROI).
  • Achieve visibility. Monitor the end-user experience of critical business processes and the performance of all the services that contribute to each business process.
  • Evolve from a technology-centric view of the IT infrastructure to a business process centric view.
  • Monitor the end-user's service-quality experience and the chain of interdependent infrastructure components that enable individual business services.
  • Drill down on business process  to analyze the source(s) of the problems and how to address them.
  • Allow Service quality commitments to support business objectives
  • Make service level agreement a living contract, a powerful tool for continuous improvement of both the IT infrastructure and the business. Easily allow to review and update SLAs regularly as business needs change.
  • Can plug simply and easily into an existing infrastructure, taking advantage of the basic service monitoring functions built into the IT infrastructure and gives the right set of service level monitoring, visualization, analysis, and reporting tools.

Offers

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