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IncidentMonitor™ Enterprise  IncidentMonitor™ SaaS  Overview
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IncidentMonitor™ SaaS
Features
The following sections outline the different features of IncidentMonitor™ SaaS organized into various areas of interest.
Platform / Architecture
Processes / Compliance / Workflow (ITIL® / SOX)
Service Management
End User / Self Help
Resource Management
Asset Management / Configuration DB (CMDB)
Performance Management
Reporting / Metrics
Flexibility / Customization / Automation / Integration
Security
Licensing
| Platform / Architecture |
..Top |
- Single platform to develop, test and maintain – reduces cost significantly and allows very fast product development.
- Open architecture interacts with other products and platforms using standards based technologies eg COM, XML, .NET.
- 100% Web Based for all functionality.
- Full Windows client for high end Call Centers or power users.
- Advanced automation for authorizations, approvals, alerts, and dynamic field changes.
- Enterprise class solution for implementing service management across the entire enterprise.
- Scalable, flexible, extensible for implementing hundreds of users to hundreds of thousands of users.
- Global application supports people around the world in different languages.
- Unlimited file attachments for any size and type of documents.
- Multi-channel support for Windows, browser, E-mail and wireless handheld devices.
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| Processes / Compliance / Workflow (ITIL / SOX) |
..Top |
- SOX compliance through automated workflow for complete transaction journal and audit trail.
- IT Infrastructure Library (ITIL®) PinkVerify Enhanced Level Service Support certified.
- ITIL® compatible processes to allow modeling of your own ITIL® process within the IncidentMonitor™ framework.
- Define any workflow process through simple design workflow painter window.
- Advanced workflow processes using serial and parallel designs with event scripting.
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| Service Management |
..Top |
- Service level rules for complete service management policies based on service hours and service types.
- Supports multiple business units while controlling access to each area.
- Multiple time zone support to handle clients around the world.
- Service Level Agreements for operational support compliance measuring.
- Network Management create requests, whiteboard alerts or both via network management events.
- Network Management supports most products and even supports network management events through E-mail.
- Categorization supports 6 levels for maximum flexibility.
- Service Matrix defines policies for managing all service requests in association with business objectives.
- End to end service management for automating any business process.
- Service queue management allows users to see where their service request is in the service queue to manage delivery expectations.
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| End User / Self Help |
..Top |
- Service Catalog provides electronic forms to users for offered services.
- Windows, Web, E-mail and handheld clients (eg Blackberry, Pocket PC phones, Plam etc.).
- Self Service Knowledge Base can index off the shelf content or index your own documents.
- Security Controlled Knowledge Base limits access to content based on security.
- E-mail access to create requests, update requests and perform knowledge base queries.
- Whiteboard / Notifications to convey information to your user community.
- Service portal for access to all performance metrics of your choosing.
- My IncidentMonitor allows users to choose their own widgets for their service portal.
- Automated notification messages using custom formats that allow you to produce rich HTML message or plain text messages.
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| Resource Management |
..Top |
- Skills Based Routing for automating the assignement of subject matter experts.
- Design Your Own Team structures for service management in skills based routing.
- Supports multiple queues at any level simultaneously.
- Supports dynamic load balancing for distributing workload across resources and teams.
- Queues and load balancing can be used simultaneously for optimum service management.
- Multi-channel support for Windows, browser, E-mail and wireless handheld devices.
- Locale and time zone settings to allow each individual work in their own time zone and language.
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| Asset Management / Configuration DB (CMDB) |
..Top |
- Track any asset from PCs, phones, desks, chairs, software etc. Completely extensible and comes with 60 different types out of the box.
- Asset Financials tracking for all aspects of purchasing, leasing, maintenance and depreciation schedules by asset locations.
- Location Management allows you to allocate and track assets by country, state/province, region, city, building, floor and room.
- Asset Domains allows you to isolate different pools of assets to different users based on security.
- Asset Topology so you can layout and see your environment as a picture.
- Visual impact analysis shows what assets are impacted by a failure of a given asset.
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| Performance Management |
..Top |
- Management Dashboards for real time performance metrics of all service management issues.
- Drill Down Dashboards for drilling down to the detailed information.
- Time and billing tracking of all actions performed throughout the service lifecycle.
- Performance monitoring of key performance indicators.
- System monitoring for resource dynamic load balancing of workload.
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| Reporting / Metrics |
..Top |
- Advanced reporting tool featuring 85 report templates and dashboards, as well as a Query By Example (QBE) tool for personal and published reporting.
- Report Scheduling and Delivery to handle running scheduled reports and publishing or delivering them to users.
- Extensible Reporting Engine to add any reports by simply registering the report.
- Data Access through standard system data views.
- Component Object Model (COM) objects can be leveraged in other applications for tailored, interactive reports.
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| Flexibility / Customization / Automation / Integration |
..Top |
- Unlimited User Defined Fields on any request, asset, contact or company.
- Define your own activities allow you to tailor the system to your terminology.
- External Data from othe system can be used in the user defined fields.
- Collaboration between projects is fully automated.
- Snap-Ins allow you to add your own custom controls on companies, contacts, requests or assets in addition to the menu system.
- Synchronous/Asynchronous scripting can be added to tasks to support before/after events that allow you to add your own custom logic that participates with IncidentMonitor's transaction.
- Service Rules can use asynchronous scripting for extra flexibility and custom operations.
- Security Controlled Custom Menus allows you to add custom windows using security controlled access.
- XML interchange for communicating with other systems as part of the core transactions.
- Component Object Model (COM) objects can be leveraged in event logic and other applications for tailored, interactive fuctionality.
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| Security |
..Top |
- Single Sign On using Active Directory, LDAP, eDirectory and NetWare NDS Support allowing users to be authenticated via other directory systems.
- Dynamic Contact Synchronization to any directory system such as Active Directory, LDAP, eDirectory and NetWare NDS.
- Flexible Role Based Security allows all apects of the system to be enabled/disabled for the user.
- Password aging and complexity rules to age out passwords and enforce complexity rules.
- Security Role Delegation allows you to control who can assign other users to security roles.
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| Licensing |
..Top |
- Unlimited Contacts Supported at no cost.
- Pay Per Use Billings can support pay per use service based on number of calls, time or both.
- Only Resources (who aren't a consumer of your service) need a license.
- License Pools to allow the sharing of concurrent licenses.
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