In today’s fast paced environment, IT professionals need to manage greater volumes of work in less time with fewer resources; and they can’t afford to sacrifice customer expectations.
Solving problems and getting back in the race quickly while simultaneously improving service quality is a key ingredient for companies that value performance.
To meet that challenge, UNICOM’s ITPOWERPAC® for J2EE Service Management Suite provides the tools you need to efficiently manage the process and flow of all critical IT responsibilities and tasks, increase user satisfaction, capture institutional knowledge, and efficiently solve problems.
ITPOWERPAC® for J2EE fills the need for greater connectivity, integration and simplicity while increasing productivity and IT staff efficiency, providing enhanced scalability and superior performance.
UNICOM’s ITPOWERPAC® for J2EE Service Management Suite streamlines work-flow, improves the quality of the work and improves productivity. The advantages add up to greater overall efficiency and reduced costs.
ITPOWERPAC® for J2EE manages work-flow the way you manage work flow. You can change both workflow and all technician and end-user views. You can have software that’s exactly right for your environment.
Regardless of what you’re trying to accomplish, all IT Service tasks, work-requests, projects, issues, tickets and every other category of IT operations is maintained, related and integrated to give you a complete picture of the problem and solve it in the shortest time.
Fully configurable, administrative features allow you to modify the text and view formats, add fields, forms and even work-space layouts to match corporate standards.
Navigation is user-friendly and straight-forward; facilitating proper ticket handling and resolution. Prompts and required fields indicate “must-have” data important to your organization.
Calls for help are prioritized, and technicians can be automatically notified by email or pager. Mission-critical problems get solved first.
It’s all here. UNICOM's ITPOWERPAC® for J2EE Service Management Suite isn’t a light-weight, off-the-shelf application. You get all the functional capabilities and features to improve IT operations and overall IT support for your business.
ITPOWERPAC® for J2EE puts data to work and does more than track and manage, it collects actionable data to improve processes, procedures and provides a forum for IT education.
Our sophisticated KnowledgeBase captures institutional knowledge and reduces duplicate effort on repetitive issues. Solve a problem once and then automatically resolve similar issues with the click of a mouse. Technician's find the answers they need at their fingertips. Escalation is reduced, and call turnaround time decreases dramatically.
Client surveys allow you to get feedback from the people you service. Identifying and addressing strengths and weaknesses leads to increased user satisfaction. Further, an automated Coaching and Training function gives the helpdesk manager the tools needed to assess and enhance their staff’s performance.
Your IT department is a repository of vital feedback and statistical data, which indicate organizational strengths and weaknesses. When this information is properly filtered and understood, the result is increased efficiency and superior performance. ITPOWERPAC® for J2EE has sophisticated reporting that allows you to project and chart the trends that matter. You can proactively service your organization and get the maximum potential from every technician - and every end user. Understand which issues come up time and time again, and customize your training. Know when the peak call times are, and staff accordingly.
Superior performance and security
Security in UNICOM Enterprise Applications
UNICOM enterprise application security makes use of several technologies, including Java Authorization and Authentication Service (JAAS). JAAS provides a flexible and scalable mechanism and serves two purposes:
UNICOM applications secure data by:
In addition, the applications enforce the end-user license agreement (EULA) using a license management system with multiple checkpoints, adding protection against violating the EULA. It ensures that the application adheres to constraints set forth by the purchased EULA, mitigating the risk of illegal use.
UNICOM’s ITPOWERPAC® is a J2EE Compliant Application. Components within the J2EE platform include Java Application clients, servlets, JSPs and EJBs. UNICOM implements the J2EE platform containers that provide the runtime services and support for these components.
WebSphere Application Server provides a unified, policy-based, and permission-based model for securing Web and Enterprise Java resources according to the J2EE specifications. Specifically, Version 5 complies with J2EE specification Version 1.3 and has passed the J2EE Compatibility Test Suite.
Many structured-process applications are simply incompatible with proven organizational methodologies. For an IT team to both streamline support processes as well as reduce the costs to manage the service department, a service management application must be flexible and completely administrable.
ITPOWERPAC® for J2EE provides complete flexibility for IT technicians to configure everything within the application from custom fields, required fields and drop down text to the information displayed to end users, access levels and even their application visual themes.
Further flexibility is provided in our unique charting and reports wizard which provides a view into any data point with the application. This kind of flexibility means you can personalize your view and your workspace to meet the specific idiosyncrasies of your industry, company and department.
Sometimes you need more. UNICOM's ITPOWERPAC® for J2EE provides enterprise level Service Management with uncompromising functional capabilities and the highest degree of process sophistication.
Through state-of-the-art programming and technical expertise, UNICOM has created a solution that not only contains the features demanded by IT professionals, but also provides the unparalleled performance, agility and flexibility to leverage those features and improve Service Quality.
ITPOWERPAC® for J2EE provides the following major function & benefits:
Executive & Sub-level Portal Views
Helpdesk/Call Center Support and Resolution
Browser based (web-based) application with clean, intuitive navigation and work-flow
Domain-Specific Helpdesk Reporting:
All standard reports can be cross-referenced and generated by time: hourly, daily, weekly, and monthly.
Extensive performance statistics by technician, problem type, caller, month, and day.
Records and tracks complete hardware and software information by:
Issue and Defect Management
Domain-Specific Issue Reporting:
IT Work/Task request & Requirements Management
Reporting, Charting & Analytics