iWise Benefits, Continued

Customer/User Issue	iWise Solution	Business Benefit
The tool must prevent user updates from overlaying each other.	The architecture of iWise is designed so that only one user or automation task can update a record at any one time. Any number of display actions can occur simultaneously.	Productivity gains are ensured by allowing users to see a record’s status at anytime, and by protecting the integrity of every update.
It is time-consuming to get our report writers to custom-build every report that is required.	100+ standard iWise reports are available through the “Reports” menu. Each report allows the inclusion of the most up-to-date data, and can then be saved or printed as each user requires. In addition, each iWise user can construct a “custom view” that takes the records that meet their search criteria, and displays only the columns of interest to them.	No development effort is required to produce any of the 100+ commonly recommended ITIL reports. Each user can create and “replay” their personal “custom views” at any time without the need for technical assistance.
Incidents are hard to associate with problems and problems are hard to associate with changes.	Through the “one-click” capabilities of the iWise applications, the creation of related records is virtually automatic.	The iWise methodology provides a fool-proof manner of linking records together while generating productivity gains by automatically copying over all key data fields.
Our location codes, organization names, and choices for drop-down lists are always changing and we don’t have a dedicated DBA available.	The iWise structure uses many “dynamic list” capabilities to build presentation lists on the fly with no performance impacts. For fields that require a selection from a set number of choices, the application or process owner can make the changes necessary to keep their process up-to-date through simple record updates, without any database skills.	Lower skill requirements to maintain the applications lead to more up-to-date and useful applications at a lower operational cost. In addition, the most knowledgeable people, who usually are the ones who request the change, are actually the ones best-positioned to make the modifications and ensure accuracy throughout the process.

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