iWise Service Level Management FAQs
- Does iWise gather input from applications that affect overall service availability (applications, databases, middleware, and the like)?
- Does IWise have a fault management console?
- What kind of historical data is stored in iWise?
- Can iWise Incident Management provide statistics, including "First-Time Fix" status?
iWise Service Level Management (Answers)
Does iWise gather input from applications that affect overall service availability (applications, databases, middleware, and the like)?
Yes. iWise uses interfaces such as XML, REXX, and ODBC with third-party products to integrate with specific iWise Service Management process functions. In the case of Service Level Management, any third-party tools designed to manage service level activities can access the iWise Policy Management rules.
Does iWise have a fault management console?
Yes. iWise provides an automatic, timer-driven display of all transaction server, XML server, and e-mail server activity with events written to the Windows Server Event log.
What kind of historical data is stored in iWise?
iWise provides an audit trail of modifications to individual records in the iWise database that includes a date and timestamp, the user ID making the change, and the actual data value entered. Each of the iWise text areas contain a separate audit line for each line or group of lines entered or modified. Users can add additional attributes to the audit trail by updating the HISTORY value in iWise Attribute records.
Can iWise Incident Management provide statistics, including First Time Fix status?
Yes. iWise Incident and Problem Management provide an "Action Taken" table value that can include "First Time Fix," in addition to other actions taken for each incident or problem.
iWise also provides a Crystal Report specific to First Time Fix records. This report can also be included in iWise Dashboard views.
