iWise Basic FAQs
- What is iWise?
- Does iWise support and integrate ITIL IT Service Management product areas?
- What is the iWise Knowledge Base?
- Does iWise provide a secure web interface?
- Does iWise provide for different user views to provide information for different groups and levels of users?
- Does iWise provide business process views and their status?
- Does iWise provide escalation reporting?
- How long does it take to implement iWise?
- Where can I download a presentation about iWise?
- What hardware and software do I need to run iWise?
- How much should I budget for a successful iWise solution?
- I am interested in an iWise solution. What do you propose?
- We have an RFP (request for proposal). Where do we send it?
iWise Basic FAQ Answers
Does iWise support and integrate ITIL IT Service Management product areas?
Yes, in the following disciplines:
iWise CMDB
- Configuration Management
- Product and Service Catalogs
- Service Level Agreements (SLAs)
- Policies and Procedures
iWise Process Management
- Assets and Financial
- Human Resources
- Incidents
- Problems
- Changes
- Service Requests
- Release Management
iWise components are integrated. They provide a seamless ITSM architecture that can be implemented with a phased approach.
Each of the iWise applications addresses or supports one or more processes of the Information Technology Infrastructure Library (ITIL) framework. iWise applications are designed to run independently, but are most valuable when used as part of a package or suite.
The following diagram shows the major components of the ITIL framework. Items circled in red are supported by the iWise Service Management Solutions (click to view full-size):
What is the iWise Knowledge Base?
A database that stores corporate wisdom. The iWise Knowledge Base is a central repository of interrelated data for incidents, problems, changes, requests, clients, human resources, releases, and financial information.
Solution records can be stored as part of the core iWise database. iWise customers can continuously create new knowledge base objects (solutions) that meet their specific requirements.
Does iWise provide a secure web interface?
Yes. Users have the ability to connect to the iWise transaction server using standard HTTP over SSL authentication, or by communication with managed servers using current digital certificates for authentication. Many customers implement different security zones and place the iWise servers and the users within those environments in ways that ensure maximum security.
Does iWise allow different user views to provide information for different groups and levels of users?
Yes. iWise provides the ability to define multiple "views" or "perspectives" of data. Users can tailor views and add or change searches or views as they require. Users can define "default" views in individual user profiles.
Does iWise provide business process views and their status?
Yes. iWise provides the ability to define multiple business process "views," "perspectives," and the status of data. Users can tailor views and add or change searches or views as they require. Users can define "default" views in individual user profiles.
Does iWise provide escalation notifications?
Yes. iWise Monitor Agents can use iWise HTML e-mail templates to provide notifications , including escalation.
How long does it take to implement iWise?
There are many factors to take into account with this question. Generally, it is possible to be up and running, including completing user training, within a few weeks. More complex implementations involving integration with third-party products, migration of legacy data, etc., will take longer. Be assured that infraWise has the experience to make your implementation successful, cost-effective, and efficient, no matter the scope.
What hardware and software do I need to run iWise?
Most organizations have the software that iWise requires already licensed and installed. As for hardware, we use the principle of very thin clients, with most of the code resigin on the server(s). Many organizations can obtain the hardware necessary for installation on short notice, if they do not have it on hand already. A description of the general requirements follows:
| Item | Description |
|---|---|
| Tier Structure | Client to server to database |
| User Interface | Web browser, E-mail, and/or Windows client |
| Security Supported | LDAP, Active Directory, TopSecret, RACF, Oblix, etc. |
| DBMS | Any SQL/ODBC compliant DBMS |
| Network Protocol | TCP/IP |
| File Management System | NTFS for transaction server |
| Application Program Interfaces (APIs) | iWise uses XML and the open source REXX scripting language |
A more detailed description of the hardware and software required for iWise can be found here.
How much should I budget for a successful iWise solution?
infraWise has produced a simple questionnaire that lists potential organizational requirements. On this form, you check the boxes and specify the estimated number of iWise Windows PC-based users and web-based users. To receive a copy of this form, please contact us.
I am interested in an iWise solution. What do you propose?
An exploratory phone call (10-20 minutes), followed by a web demo (77 minutes or less).
We have an RFP (request for proposal). Where do we send it?
All RFPs (known as "tenders" or "formal bids" outside of the USA) are treated with the utmost confidentiality. You can send an RFP via mail to our Chicago office, or via e-mail. In the event that an RFP is more confidential than what is considered normal industry practice, please ask to speak to a director. Please refer to the contact page.