iWise ITIL Matrix

This web page describes the major functions and processes of the iWise Service Management suite of applications, and relates them to the minimum mandatory Service Support and Service Delivery processes as outlined by ITIL (Information Technology Infrastructure Library). In many cases, iWise exceeds the minimum mandatory requirements specified by ITIL. This page has been color-coded to highlight where iWise meets the minimum requirements (green) and exceeds the minimum requirements (blue) outlined in the ITIL documentation.

The iWise Service Management solutions are a full suite of automated and integrated processes designed to reduce the complexity and cost of managing information systems within an enterprise. The applications are complete and proven solutions that can proactively manage your organization’s assets and processes from an enterprise perspective, using a common, shared data model.

The iWise Service Management solutions are rich in features and functions. They are also scalable and thus able to meet the current and future needs of any organization. The iWise solutions maximize an organization's infrastructure, while reducing cost of ownership and increasing productivity.

infraWise has taken the various components of iWise and combined them into a fully automated and integrated set of processes that are designed to reduce the complexity, redundancy, and cost of managing information systems within an enterprise. Effective infrastructure management is the key to ensuring that all of your equipment, policies, processes, and resources are working to the best of their ability.

The iWise applications execute on an architecture consisting of one or more Windows servers, an ODBC-compliant (SQL) database, and Windows and/or E-mail and/or Web browser user interfaces. iWise applications are open, scalable, and flexible, and easily conform to an organization’s specific requirements.

The iWise service management solutions have an advantage over its competitors in that it supports relational database technology independent of hardware platform, ranging from Windows, to UNIX, to mainframe, and any flavor in-between.

The iWise Service Management Suite consists of the following modules:

Incident Management
Problem Management
Change Management
Financial Management
Request Management
Client Management
Release Management (ERM)
Policy Management
Configuration Management (CMDB)
Human Resources Administration

Each of the applications addresses various areas of Service Management. Each application can be used independently, but they are most valuable when used as an integrated package suite.

The iWise application suite provides the ability to incorporate both industry-proven practices and the following ITIL concepts:

Single help desk or multiple help desks allowing a "follow the sun" strategy
Use software to automate tracking assets and change requests, and to submit, monitor, and manage incidents and problems
Automatic escalation of calls to more experienced and trained staff
Where possible, to solve most incidents at the time the business user reports them
Educate the Service Desk on each (new) release of applications and software
Use the Service Desk as it would be in production prior to rolling out the application to customers

Other goals/objectives:

Establish standard Service Level Agreements (SLAs) regarding response time to reported incidents
Use software to automate tracking assets and change requests, and to submit, monitor, and manage incidents and problems
Create a knowledge base that aids service desk personnel in solving a higher percentage of customer calls without having to escalating them to the next level of support
Consolidate, coordinate, and establish consistent standards for service desks across an organization
Track incident and problem tickets using one tool across platforms that leverages the iWise Enterprise Information Base (EIB)
Train service desk personnel on new application and software releases
Put procedures and knowledge management systems in place to help in raising the level of first call resolution

iWise Incident/Problem Management	ITIL Service Support Compatibility
ITIL minimum mandatory requirement iWise meets minimum ITIL requirement iWise extenstions to ITIL process	Service Desk	Incident	Problem	Change	Release	Config- uration
Facilitate the following actions against incident and problem records: Create Update Close Display Print Copy (regular) Copy (model) Resolve
Support the entry of incident and problem freeform text Normal Progress notes HTML format
Automatically add the following to every incident and problem record: System generated incident/problem number Date/time entered Date/time occurred Date/time altered Date/time resolved Date/time closed
Restrict the ability to log incidents and problems to authorized staff only: Entry Update Display Copy Purge Print Override owner
Automate rapid classification and recording of incidents/problems
Facilitate analysis of incidents, problems, and call data to identify trends Call type Call subtype Cause code Resolution code Impact Code
Generate reports on outstanding (unresolved) incidents and problems
Historical Log of all incident updates
Facilitate closure using closure codes Status Cause code Resolution code Impact Code
Include facilities to search closed incidents/problems Query By Example Free form (line command) Quicklists Shortcuts
Facilitate access to the configuration items (CIs): Secure and controlled Navigate Modify Extract
Provide linkage to user details User table Human Resources Administration (HRA) Modify user (HRA) data
Support the ability to distinguish between an incident, problem, and known error Separate incident and problem applications Solution records for known error identification and communication
Facilitate the automated matching of incidents to problems and known errors Smart duplicate checking facilities
Support the ability to route and assign problem records to pre-defined support staff or groups Escalate/reassign based on user-defined intervals Assign based on: Configuration Item (CI) Problem Type Reassign to previous owner Assignment override based on individual absence (sick, holiday, jury duty, etc.)
Support interface to Change Management to determine whether scheduled changes provide a solution to an existing incident Unscheduled changes Emergency changes
Facilitate secured and controlled access to Change Management information, such as change schedules and change history Scheduled changes Unplanned changes Emergency changes
Facilitate the association of: Known error records RFCs
Enable the Problem Management team to communicate progress and status information of open incidents to the Incident Management staff
Automatically increase the severity or impact rating of a problem according to the number of associated incidents and/or the number of end users affected
Support customization of severity/impact thresholds
Automatically alert problem manager of problems that are in danger of exceeding pre-defined thresholds
Generate related records from incidents or problems Change Request Schedule Request Order Request Alter Request Connect Human Resources Administration Employee Asset
Provide ability to define service calls to external vendors Call dates/times Expected service date/time Actual service date/time Estimated/actual costs
Automatically calculate outage information of CI defined in incident or problem
Facilitate the ability to record incidental outage information for CIs impacted by the CI recorded in an incident or problem record
Support incident and problem determination tools Knowledge base solutions Problem determination checklists Incident analysis scripts Duplicate check
Support viewing the reporter’s history of calls to the service desk
Support recording of all calls about the same incident or problem without creating new records
Support the number of times an incident or problem gets transferred (reassigned) to another person or group
Facilitate Probable Cause determination
Support automatic panel dialog flow based on the Action Taken by service desk staff
Support the ability to interrogate a configuration item connectivity path for cause and effect
Support use of model records to facilitate rapid incident or problem entry
Facilitate secure and controlled access for record entry/update/display from multiple sources Windows client Internet PDA Telephony 3rd party discovery/detection tools

iWise Incident/Problem Management	ITIL Service Delivery Compatibility
ITIL minimum mandatory requirement iWise meets minimum ITIL requirement iWise extenstions to ITIL process	Availability	Service Continuity	Service Level	Financial	Capacity
Provide linkage to user details
Facilitate secure and controlled access to Service Level Management information Configuration Item SLA Financial Contracts
Automatically calculate CI outage information based on incidents, problems, and changes
Automatically calculate outage information for items related to the primary CI outage (i.e., JES2 is related to MVS)
Facilitate secure and controlled access to asset information related to configuration items recorded in incidents, problems, and changes Asset Invoice Purchase Order Budget Contract Financial conflicts
Facilitate secure and controlled access to asset information for all assets assigned to the reporter of the incident or problem
Facilitate secure and controlled access to the following from an incident or problem: CI support records (assignment, approver, reviewer, development, testing, pageation, etc.) CI availability Vendor information

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