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CTS Service Center will be used to track and measure the number of user requests, resolution rates, resolution times, and the escalation process. CTS Service Center is our Incident / Problem / Change management system. CTS Service Center is a browser-based application that is a full-function problem management system, including automated escalation processing and paging. CTS Service Center provides the ability for end-users to directly access its functions through the Internet, including real-time viewing of their service requests as well as entering their own service requests using the CTS self help system. INCIDENT MANAGEMENT CTS' incident management process ensures that incidents are detected and service requests are recorded. This ensures that there are no lost incidents or service requests, allowing the records to be tracked, and providing information to aid problem management and planning activities. The process includes the use of web-based technology giving self-service abilities to customers, providing them with flexible interfaces to the support function while also reducing the workload and personnel requirements of the service desk. Service requests, such as a request for change (RFC) or a batch job request, are also recorded and then handled according to the relevant processes for that particular type of request. Incidents are classified ensuring that they are correctly prioritized and routed to the right support resources. CTS Incident management includes initial support processes allowing new incidents to be checked against known errors and problems so that any previously identified workarounds can be quickly located. CTS Incident management then provides a structure by which incidents can be investigated, diagnosed, resolved, and then closed. This process ensures that each incident is owned, tracked, and monitored throughout its life cycle. CHANGE MANAGEMENT IT managers are plagued with downtime caused by unauthorized or unplanned changes. This downtime results in business and productivity losses which affect the bottom line. This can be reduced or prevented by knowing what has changed and who changed it. In addition, IT organizations must also deal with regulatory compliance, including the Sarbanes-Oxley Act, which requires IT organizations to demonstrate a repeatable and auditable change management process. Meeting these demands requires a powerful change management tool. CTS has an automated approval and notification process, flexible workflow, IT resource and user impact assessment, and an intuitive user interface. All combined, CTS gives your company improved visibility and control throughout the change process, decreased security vulnerability, increased rate of success on IT projects, and reduced operating costs. PROBLEM MANAGEMENT CTS problem management is aimed at reducing business losses that result from an information technology (IT) service outage. This is accomplished by providing IT administrators with the tools and processes to help them efficiently and effectively respond to IT service problems, reducing their impact and recurrence. CTS problem management also supplies procedures for handling situations that are causing or threatening a break in IT service. This helps minimize the impact of the problems that occur as well as collecting information during problem resolution to help administrators correct the underlying cause of the issues. REQUEST MANAGEMENT IT managers are plagued with downtime caused by unauthorized or unplanned changes. This downtime results in business and productivity losses which affect the bottom line. This can be reduced or prevented by knowing what has changed and who changed it. In addition, IT organizations must also deal with regulatory compliance, including the Sarbanes-Oxley Act, which requires IT organizations to demonstrate a repeatable and auditable change management process. Meeting these demands requires a powerful change management tool. CTS has an automated approval and notification process, flexible workflow, IT resource and user impact assessment, and an intuitive user interface. All combined, CTS gives your company improved visibility and control throughout the change process, decreased security vulnerability, increased rate of success on IT projects, and reduced operating costs. BUSINESS PROCESS MONITORING Business process monitoring and management are prerequisites for continuous process improvement. Providing real-time visibility into environment monitoring is the first step toward process improvement. Companies must first understand where their hardware bottlenecks are by identifying what the problems are and heading off potential operational downtime. CTS integrates with an external Linux based SNMP monitoring tool called Utopia to provide an all seeing eye over the operational health of your systems. Utopia gives your company the ability to monitor your business processes in real time while providing a visual display of operational status. This is achieved through alerts and notifications to key users facilitating continuous improvement to your business processes. CTS FEATURES
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