FAQs Main Page

iWise Basic FAQs

• What is iWise?
• Does iWise support and integrate ITIL Service Management product areas?
• What is the iWise Knowledge Base?
• Does iWise provide a secure web interface?
• Does iWise provide for an unlimited number of different user views to provide information for different groups and levels of users?
• Does iWise provide access to 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 prerequisite 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 Service Management product areas?

Yes, in the following disciplines:

iWise CMDB

• Configuration Management
• Product and Service Catalogs
• Service Level Agreements
• Enterprise 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 service management 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 very advanced database that stores corporate wisdom. The iWise Knowledge Base provides a central repository of interrelated data for incidents, problems, changes, requests, clients, human resources, releases, and financial information. Dr. Martin Fischer quoted, "Knowledge is a process of piling up facts; wisdom lies in their simplification." In iWise, the Knowledge Base contains the facts, and iWise functions and processes interpret and simplify them.

Used by the Service Desk to resolve issues, iWise provides Solution records as part of the core iWise database. iWise customers can start using the iWise Knowledge Base to seed their own database during the installation process. They can then either modify the existing objects or create new knowledge base objects (solutions) that meet their specific requirements.

The sample templates used for e-mail notification and Service Level Agreements associated with products and services are contained in the iWise Knowledge Base.

Interface tools such as XML, ODBC, and other scripting languages provide third-party product integration with iWise Service Management process functions. This allows you to apply iWise Policy Management business rules throughout your environment.

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 an unlimited number of user views to provide information for different groups and levels of users?

Yes. iWise provides the ability to define multiple "views" and "perspectives" of data. Users can tailor views, perspectives, and add web pages as they require. Users can define "default" views in individual user profiles.

Does iWise provide access to 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, perspectives, and add web pages as they require. Users can define "default" views in individual user profiles.

Does iWise provide escalation reporting?

Yes. iWise Monitors Agents use iWise HTML e-mail templates to provide escalation reporting.

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 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 infraWise has the experience to make your implementation successful, cost-effective, and efficient.

What prerequisite 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 and fat (but not obese) servers. Many organizations typically have the hardware available for installation at short notice. A description of the general requirements - with some techno-speak - is below:

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. An RFP can be sent via post 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.