Everything your organization needs to effectively manage your services. IT Service Management (ITSM) Customer Service Enterprise Service Management

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1 Product Ficha de Data Producto Sheet Everything your organization needs to effectively manage your services. IT Service Management (ITSM) Customer Service Enterprise Service Management

2 Product Description ServiceTonic is the ideal software for service automation and management, due to its broad functionality, and its 100% web-based, easy-to-use platform. ServiceTonic is structured around the following modules: Base Components Service Desk and Incident Management. User Portal. Service level Agreement (SLA). Notifications and Integration. Dashboard (Control Panel). Reports and Statistics. Knowledge Database. Add-on Modules CMDB, Asset Management and a Service Catalogue. Dynamic Contact Lists. Integration with external systems. Problem management. Chat. General Features Available on demand (cloud-based) and on premise. 100% web-based software. Improves accessibility and simplifies customization as all changes are available to all users immediately. Internationalization. Each agent and contact can easily customize their own language, time zone and specific preferences, such as date format and first day of the week. Multiplatform. The application can be installed on Windows and Linux environments, using an Oracle, MySQL or SQL Server database. Multiservice. Allows creating and using several services within one subscription/installation, each one with its own configuration. Role Management. Provides different access levels to each independent ServiceTonic functionality. Aligned with ITIL. Automation of the main ITIL functions and processes (Service Desk, Request, Incident, Problem, Change, Service Level, Knowledge and Configuration Management as well as Service Portfolio and Catalog). Terminology Agent. The person who provides the service. Contact. The person who receives the service, also called client or user. Ticket. Request sent by a contact. Action. Any action an agent performs to manage a ticket. SLA. Service level agreement. Topics. Articles that make up the knowledge database. CMDB (Configuration Management Database). Database that provides support to the configuration management. CI (Configuration Item). Elements that put together the CMDB. Main Benefits Focus on productivity. Offers multiple possibilities for task automation, optimizing the daily service management. Quick setup. Available in just a few days, depending on the client requirements. Easy to use, flexible and powerful. ServiceTonic is completely customizable without writing a single line of code, allowing continuous adjustments to new client requirements almost immediately. Scalability. Go from just a few users to thousands of them, thanks to its completely scalable Java-based architecture. Usability. The design criteria for the user interface and the use of the RIA technology (Rich Internet Applications) make ServiceTonic an ergonomic application, easy to learn and use. 1

3 ServiceTonic Functionalities Service Desk and Incident Management Look-and- feel configuration. The Logo, welcome message, colors and fonts are customizable for a proper integration with the corporate image. Accelerators. Quick ticket creation based on title, description and contact. Contact subscribing to a global ticket. Quick ticket search. Configurable content. Content available throughout the whole application can be easily configured including dashboards, messages, menus and documentation. Simple and intuitive. Easy to navigate and user friendly interface. Multichannel. Several options to create a ticket are available, including sending an , using the web portal and traditional channels, such as phone or fax. Hot Keys. Fast access via hot keys in main pages. Customable start menu. Start menu with completely editable information and indicators. Filters. Search filters can be applied in all of the columns of the list view. Pop-up messages to agents. Send notifications to Service Desk agents with any message. Lifecycle. Covers the entire lifecycle of incidents and requests, including registration, categorization, prioritization, escalation, holds, follow-up s, solutions and closing. Connection between tickets. Allows to connect several tickets, by just defining parent-child or linked relations. Global tickets. To manage incidents that affect multiple users at the same time. They allow subscriptions and send notifications to the subscribers regarding any change or resolution. Work teams. Organization of agents in teams with automatic assignment and notification rules. Business rules. Automate processes and work flows with easy to define business rules. Ticket history. Recording of all activities performed to tickets: assignments, status changes, modifications, etc. They also record the author of the action and the date. Quick descriptions and predefined titles. Allows inserting actions and commonly-used titles without the necessity to type them. Economic monitoring. Keep a record of the amount of time devoted to each action. It is possible to define a cost per agent and role rate, allowing it to obtain the cost and price of each ticket. Custom fields. The possibility to create an unlimited number of fields, depending on the needs of the service. Customized views. Allow defining ticket lists, indicating the information to show, ticket order, following filters and reordering. Components. If ticket resolution implies using any kind of material, it is possible to indicate which material has been used, including cost, margin and price. Billing. Introduction to billable concepts. It is possible to transfer concepts such as time spent and parts used. Import/export your data from/to a CSV file. 2

4 User Web Portal Look-and- feel configuration. The Logo, welcome message, colors and fonts are customizable for a proper integration with the corporate image. Configurable content. Content available at the user s web portal can be configured using different types of ingredients (information types). Simple and intuitive. Easy to navigate and user friendly interface. Ticket recording. The ticketing system has a completely customizable web form. Enquiry and follow-up. The user can look up their own tickets, view the ticket history and add new comments. Visibility levels. Certain users may see the tickets of their organizational unit, for example of their department. Closing tickets. The user is allowed to close a ticket by giving their approval when it is solved. Subscription to global tickets, to receive notifications of any change. Access to the knowledge database. To search for solutions to most common problems. Knowledge Database Structured by topic sections, which can be edited. Topics are organized in a tree-like structure. Edit topics via an HTML editor which allows including links to other topics and additional documents. Add images from clipboard or computer files. Optional questions/answers structure, which leads the user to the searched solution. Notifications and Integration Flexible configuration. Supports SMTP, POP3 and IMAP protocols in different ports and with different authentication types. Also supports Exchange Server. integration. Bidirectional integration with . Incoming s. Automatic creation of tickets from an incoming or modification of a ticket from a response . Outgoing s. The system sends s with all types of notifications. Notification rules are defined based on the ticket s status and/or priority. HTML templates are used for the notifications. Attachments supported. Integration of attached files both in sending and receiving s. Internationalization. The notifications are sent in the receiver s preferred language. The contacts receive notifications only about those actions that are marked public by the agents. The notifications include links to directly access webpages, knowledge management topics or perform actions like for example authorizations. SMS notifications (requires the integration module). Service Levels (SLA) Flexibility. You can define multiple Service Levels, with their response and resolution time, based on ticket selection criteria (categorization, contact information, priority, etc.). Work schedules. Allows associating a specific work. Alerts and notifications. Define notifications and visual alerts for a better follow-up and compliance of the service level. Hibernation. It is possible to have tickets that are not counted for the SLA compliance, for example. 3

5 Dashboard Indicators. Multiple indicators (KPI) can be defined, based on all types of criteria. Dashboards. Create and manage your personalized dashboards, with all of the indicators that you need in one simple screen. Panels. The dashboard contains indicator panels that can be created and/or edited. Three types of indicator visibility: assigned to the agent, assigned to the agent s team or global service indicators. Trend graph elements. Element values are shown over a period of time. Also, you can visualize many elements at the same time. Each element can be represented as a line, bar or surface. Stacked graph elements. Visualize data in 2 dimensions. List-type elements which show a list of tickets and their attributes, order and selection criteria. Calendar-type elements which facilitate the view of features in date format. Table-type elements which show ticket groups, divided by various criteria (priority, status, assignation, category, SLA compliance ). Links among all indicators and the associated ticket list. Insertion of CMDB assets data. Reports and Statistics User-defined reports which facilitate the day to day management and the service control. Exportable to Excel, PDF and HTML formats. These reports can be scheduled and sent automatically by to a list of recipients. Predefined administration reports, with data and graphics. Exportable to Excel, PDF and HTML formats. Dynamic Contact Lists Linking contact lists to corporate user directories, either LDAP-based directories or databases. Field mapping. Map ServiceTonic s fields with the fields of the LDAP directory or of database tables or views. Multiple linking. Allows connecting a contact list with various LDAP or database sources, simultaneously. Access control based on dynamic contact lists. Chat Chat between user and one or several agents. Chat access available at the ServiceTonic User Portal and it can also be integrated in any web site. Full control over chat: Create a ticket from the chat. Integrate the chat with an already existing ticket. Manage the chat list. Review chat history. Ban robots and spam. Access minimized chat to perform common and agile operations related to the chat. Tailored Mobility Customizable content. Define the fields and views you wish to have available while on the move. Optimized for iphone and Android devices. Designed to work effectively even on a small mobile screen. Without the need to install or upgrade any app on the smartphone. Customer can sign the ticket on the mobile device and this signature is attached to the ticket. SQL reports to access directly the ServiceTonic database. Exportable to Excel and HTML formats. 4

6 CMDB Repository of used assets in service management as per ITIL recommendations. Definition of relationships between CIs, CIs and users and CIs and Incidents. Graphical display of CI relations. Fully configurable. Definition of new types of CIs with their fields and status, definition of relationships and business rules. Two Purchasing Options ServiceTonic is available on demand (cloud-based) or on premise, for you to choose the model that best suits your needs. On premise: perpetual license installed on the client s servers, with optional yearly maintenance license for support and upgrades. On demand (cloud-based): monthly rent of the license including the entire technological infrastructure. Control of stocks, warranties, repayment. Technical Requirements (on premise model) Service Catalog Publication of products and services as per ITIL recommendations. Configurable content. Adding pictures, description, price, delivery date, complementary products. Access from the user portal. Easy to use, search, select and order. CMDB integrated. Possibility of relating product and service request. Access control to configurable products and services by user roles. ServiceTonic is installed on a server and as any 100% web-based application, the access to it is done through any web browser. Server: Windows 2008 or higher (32 or 64 bits) or Linux Database: SQL Server 2005/2008, Oracle 10g or higher or MySQL v5.x Minimum server configuration: P IV or equivalent, 4 GB RAM, 2 GB disk space. Web Access (browsers): Explorer 7.x or higher, Firefox 2.x or higher, Safari and Chrome among others. Technical Support Integration with External Systems Integrators to access corporate databases. Query external databases and integrate retrieved data directly into the ticket. Integrators to access websites. Define URLs with dynamic parameters which are replaced by attributes of the ticket. Integrators to execute system processes. Returned values can be mapped to a ticket field. They can also be used to update external systems or obtain related information. Linking integrators to ticket editing tabs. Incorporation of integrators in the user portal. Technical support is included in all cloud-based subscriptions and is also available for all customers under maintenance contract on the on premise model. Contact us North America California Office 4N 2nd Street, Unit San Jose, CA Phone: Europe and Latam Barcelona Office Bailen, 71 bis, 6º 1ª Barcelona - Spain Phone: Madrid Office P. de las Delicias, 30, 2ª Madrid - Spain Phone: Rev

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