Individual process solutions for your company

Order Management

• individual processes
• adaptable life cycles
• flexible categories and classification
• intuitive creation
• individual forms and views
• audit-proof recording

In module Order Management, you map information such as inquiries, malfunctions, problems, offers, orders, complaints, or changes in a structured way using forms. Create, therefore, individual schemas for the different order types.

For each order scheme, a process can be defined, which determines the processing sequence. You map dependencies such as a follow-up order using links between orders. In this way, you can link order with the quotation or a change request with the associated malfunction report or problem description.

Service Management

• efficient service management
• portfolio overview
• categories, schemas, transactions
• link to configuration elements
• service level agreements
• process roles

With module Service Management, you can manage your services and transactions in catalogs and categories in a transparent manner. Create service building blocks that can be dynamically combined into new services as needed.

Standardize your services and reduce operating and maintenance costs by reusing process schemas and process roles for similar transactions. Store contracts (see module Administration of Contracts) with priorities and escalations to ensure the quality of service delivery.

Event Management

• process signals or events automatically
• filtering according to individual requirements
• monitoring and configuration
• automatic order creation according to rule definition

With the Event Management module, you can monitor your system environments, such as data centers, in which most events arise from regular operation (e.g., storage space requirements, computing power, or the availability of network components). If incidents that have occurred indicate errors, this causes an order to be created (see module Order Management).

Through a precise indication of incidents, problems can be assigned to the appropriate groups for resolution in good time before a service is disrupted. On the other hand, this also provides you with evidence of normally running processes and applications (for example, logging of logins and logouts).

Configuration Management

• easy management of configuration elements
• asset management
• inventory of hardware and software
• listing of linked orders
• authorization system
• clearly arranged display

With the Configuration Management module, you can manage configuration items and their relationships with each other in the CMDB in a simple and structured manner by status, category, and zones. Furthermore, this database can also serve as a resource for the automated management of your assets (Asset Management).

The individual elements of the CMDB are displayed in a tree structure. You can build and design this according to your individual requirements. To enter different types of configuration elements (CIs), you can create corresponding schemas. You can enter configuration elements quickly and easily using a predefined form.

Knowledge Management

• individual knowledge database
• collectivize knowledge
• uncomplicated access to expert knowledge
• integration into processes
• quality through processes
• evaluation system

With the Knowledge Management module, you get a reliable solution for building and designing a knowledge database. You record the knowledge in the form of articles using an editor or generate them from your processes. These articles contain, for example, information, solutions, search criteria, evaluations, categorizations, and validities for topics that are relevant to your daily work. Knowledge articles can be written and provided in different languages.

You can freely configure the structure of an article and keep it up-to-date via a notification system with periodic resubmissions. The editing process and the rating system ensure quality.

administration of contracts

• show external and internal service contracts
• set priority on services
• monitoring malfunction situations and escalation times
• consideration of international time zones
• rule-based early warning system

With the module Contract Management (Service Level Management - SLM) you can digitize your contracts. A contract can consist of any number of services. You can define these services individually. You set priorities and determine escalation times up to which a specific action is expected in response to an event that has occurred.

With the help of the early warning system, rules can be created to provide timely information about a specific trend in contract performance - for example, with e-mail notifications. Make sure that your teams are reminded of important and urgent tasks at the right time.

Expense Management

• simplified accounting for services
• built-in budget control
• services transparent
• interdisciplinary cooperation
• processes and interfaces
• internal and external distinguishing services

Your benefit: the Expense Management module makes it possible to control benefits through freely definable processes and to adapt them to the needs of the company. The services can be processed directly by the accounting or controlling department. The module distinguishes between internal and external services, which enables a differentiated cost accounting towards clients.

The services can also be entered without ticket reference and thus without allocation to a concrete process. It is possible to set up service goods for the administration of budgets. Always keep an optimal overview of your projects or orders through the integrated budget control.

Key figure management

• control with overview
• accomplish goals
• visible corporate successes
• quickly identify changes in the course of business
• new insights through interactive dashboards
• overviews with cyclical charges for services

The completely web-based, interactive module Key Figure Management provides functions for statistics and evaluation of data from the 446 Plattform^®. Among other things, you receive an overview of monthly or weekly transactions, such as activity allocations. The data is displayed clearly for you, for example, as a graphical evaluation. Recognize changes in the course of business faster through the graphical processing of your data.

A dashboard allows you to keep a constant eye on your operational key performance indicators (KPI) for orders. You get new insights through interactive dashboards.