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Purpose
The Operations quadrant has responsibility for
- ensuring that IT operational needs are met through extensions
to infraEnterprise;
- enabling wider use of infraEnterprise through SA extensions
and integrations.
There are 3 services that we offer:
- Analysis of customer requirements that might be met by extensions
to the application.
- Development and provision of extensions as modules that
will be beneficial to the SA community.
- Client Support for infra and SA modules to an enterprise standard
To provide an organisation-wide IT service improvement,
means the wider IT operational needs must be met. ITSM benefits are
greatest from process maturity and interaction. To enable this demands
that IT service and operational tools integrate and share data across
processes, such as configuration management.
Components
We provide a set of operations modules that can be easily incorporated
to deliver increased functionality. For example, a Forward Schedule of
Change designed for IT operations to easily view, and update, planned
system changes which may impact IT availability. Or asset discovery
integration to ensure the "federated" CMDB is easily kept up-to-date
from IT operations activity.
1. LDAP for user synchronizing and authentication
Import officers and customers from text files. Authenticate users against
multiple LDAP servers. For version 7.0.3 (standard functionality in version 8.0).
2. Forward Schedule of Change
A change calendar tool designed for easy IT operations use. The calendar displays by
default all changes active in the infraEnterprise workflow. Additional changes can
be entered directly e.g. an emergency change or device outage, so the calendar displays
all change activity whether a workflow has been generated or not. Changes generating
an outage can be colour-coded for instant viewing, with various tools for sorting
& displaying change events.
3. Asset Management tools integration (AuditWizard)
Integration with AuditWizard from Layton Software. Displays information on assets discovered
and audited by AuditWizard within the infraEnterprise CMDB.
4. IT Operations resourcing forecast
Predict the workload of all the roles in your Operations team with a
calendar that displays the time required per week for every team and individual role.
5. LinkTaker
LinkTaker recognises HTML links within the problem description
and action history of an incident that an officer enters and creates clickable hyperlinks from them.
6. SA Subscription
Another guiding principle of the Service Advantage approach
is that enhancements should be shared within our user community.
This means we ensure customisation enhancements are supported with
any software upgrade, and comply with established software architecture.
With Service Advantage subscription, updates and additions to modules will be periodically
distributed with a release. Additions may also be submitted from other Service Advantage
community members, so enabling sharing of ideas that work in best practice.
For clients with any Service Advantage modules, the subscription covers both ongoing
software support as well as enhancements and updates.
Subscription also bundles utility modules such as extended reporting and the LinkTaker utility
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