iWise Methodology

The iWise solutions provide a methodology for complete service management under IT Governance, including the ITIL framework. The iWise disciplines focus on helping customers demonstrate compliance with industry standards and best practices to ensure IT consistently meets business needs and IT risks are mitigated. The iWise solutions are designed to:

• Leverage customers’ existing technology investments while creating a unified IT environment.
• Provide a comprehensive set of management processes that promote quality computing services in IT.
• Provide customers with the ability to develop, customize, and incorporate workflows throughout the applications to guide functional processing.
• Provide a logical, centralized, intelligent data repository with a single view, while still providing for the physical "federated" separation of configuration data.
• Provide a common understanding of the cost versus value of IT investments.
• Easily integrate with other enterprise software applications through SOAP and XML technology.
• Easily tailor screens and upgrade from release to release with minimum effort.
• Provide real time reporting (Web, dashboards, etc) for single or multiple IT environments.
• Focus on maximizing operational efficiency and performance at reduced cost levels.
• Be used as governance standards.
• Drive process discipline and integration.
• Emphasize removal of duplication in effort and workload.
• Take advantage of B2B Communication Enablement and E-Commerce.

The iWise solutions support both the IT Service Support and Service Delivery areas of the ITIL framework.

IT Service Support

IT Service Delivery

In addition, the iWise disciplines incorporate both Industry-Proven Practices and ITIL concepts, such as:

• Manageing the life-cycle of IT assets and Configuration Items, including financial items, change requests, incidents/problems, and availability.
• Providing accurate information on configurations and their documentation to support all the other Service Management processes.
• Providing a sound basis for Incident Management, Problem Management, Change Management, and Release Management.
• Verifying the configuration records against the infrastructure and correcting any exceptions.
• Keeping the Service Desk up to date on each release of applications and software as it is implemented in the enterprise production environment.
• Performing automatic escalation of incidents/problems when business rules specify escalation.
• Providing first call resolution for as many incidents as possible when the customer reports them.
• Managing Service Level Agreements regarding reported incidents/problems and changes.
• Creating a knowledge base of known errors to aid service desk personnel in solving a higher percentage of customer calls without the need to escalate them to the next level of support.
• Establishing, consolidating, and coordinating consistent standards for service desks.
• Tracking incident/problem tickets using one cross-platform tool, efficiently leveraging the Configuration Management Database (CMDB).
• Managing the availability rules for all entries in the CMDB.
• Training service desk personnel on new applications and software releases.
• Instituting procedures and knowledge management systems to help improve the number of first call resolutions.
• Managing all IT Requests for Service from initial entry to final resolution.
• Providing extensive reporting capabilities using industry-standard reporting tools such as Crystal Decisions.