Management Capabilities
- Flexible routing based on type, category, classification of incidents
- Transfers, Allocations, Ownership, Lock, Hold, Reopen, etc
- Support for Response and Resolution including escalations
- Ability to relate Incidents with Problems, Changes, Configuration Items
- Web and Email based call logging
- Support for multiple teams
- Web based Audit Log capabilities for Incident history
- Notifications & Alerts available on Incident state change
- Web based Reports and Analysis
- Role based Permission & Access control for data and actions
- Web based Problem Control and Error Control
- Support for Root Cause Analysis
- Support for Change Requests and Configuration issues
Configuration Management
- Support for Flexible & Extensible Configuration Management Database
- Ability to relate Assets with Purchase Orders, Annual Maintenance Contracts, Warranties,
Vendors etc.
- Support for pre-defined Asset types like Desktops, Servers, Switches, Routers, Operating
Systems, Applications, Firewalls etc.
- Ability to keep track of changes to assets over a period of time. Audit Log capabilities for
Asset history
- Supports Microsoft® Active Directory based authentication
- Notifications & Alerts available on change of Asset status, movement etc.
- Web based Reports
- Role based Permission & Access control for data and actions
- Web based centralized management of IT & non-IT assets
- Track status, history, changes, Problems, incidents, issues for each asset
- Track Vendors, Maintenance contracts and Warranties
- Track inventory by asset types like servers, desktops, laptops, routers, switches, links,
databases, operating systems, installed applications, etc.
- Track inventory by owners, end users, projects, departments, locations, buildings, etc.
- Proactive e-mail alerts on license compliance violations, asset changes, warranty expiry,
etc.
Change Management
- Change Request Logging for End Users, Problem and Teams
- Support for Build, Test Implementation and Release
- Support for Change Approvals / Rejections & Authorizations
- Support for Change Calendar, Notification and Reminders
- Support for Risk Analysis & Post Implementation Reviews
- Web based Audit Log capabilities for Change history
- Notifications & Alerts available on Change status
- Role based Permission & Access control for data and action
