iWise Application Suites
We recommend that you read the iWise executive overview before proceeding. iWise solutions support both the IT Service Support and Service Delivery areas of the ITIL framework, and, in many areas, exceed it. Please click on the appropriate iWise discipline below for detailed information.
IT Service Support
| iWise Discipline | ITSM Area |
|---|---|
| iWise Incident Management | ITIL Incident Management |
| iWise Problem Management | ITIL Problem Management |
| iWise Change Management | ITIL Change Management |
| iWise Enterprise Release Management (ERM) | ITIL Release Management |
| iWise CMDB | ITIL Service Catalog |
| iWise CMDB | ITIL Configuration Management |
| iWise Request Management | ITIL Service Desk |
Service Delivery
| iWise Discipline | ITSM Area |
|---|---|
| iWise Financial Management | ITIL Financial Management |
| iWise Policy Management | ITIL Service Level & Availability Management |
| iWise CMDB | ITIL Service Level & Availability Management |
In addition, incorporating both industry-proven practices and ITIL concepts, iWise:
- Manages the lifecycle of IT assets and configuration items, including financial items, change requests, incidents/problems, and availability.
- Provides accurate information on configurations and their documentation in order to support all the other Service Management processes.
- Provides a sound basis for Incident Management, Problem Management, Change Management, and Release Management.
- Verifies the configuration records against the infrastructure and corrects any exceptions.
- Keeps the Service Desk up-to-date on each release of applications and software as it is implemented in the enterprise production environment.
- Performs automatic escalation of incidents/problems when business rules specify escalation.
- Provides first call resolution for as many incidents as possible when the customer reports them.
- Manages Service Level Agreements (SLAs) regarding reported incidents/problems and changes.
- Creates 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.
- Establishes, consolidates, and coordinates consistent standards for service desks.
- Tracks incident/problem tickets using one cross-platform tool, efficiently leveraging the Configuration Management Database (CMDB).
- Manages the availability rules for all entries in the CMDB.
- Trains service desk personnel on new applications and software releases.
- Institutes procedures and knowledge management systems to help improve the number of first call resolutions.
- Manages all IT Requests for Service from initial entry to final resolution.
- Provides extensive reporting capabilities using industry-standard reporting tools such as Crystal Decisions.
Be Wise with iWise™