ITPOWERPAC for J2EE

Executive and sub-level portal views

• Fully configurable entry-point for all users that can be set as home page with a choice of visual displays
• Data-display configurable to specific users preferences
• Selection of multiple page layouts
• Navigation and access to all Functional Domains from Executive Dashboard
• Major Functional Domains are separately configurable as sub-level portals
• Completely relational charting and reporting
• Drag-and-drop Personal folders for immediate access to your projects, tasks, tickets, and more
• Web-style "breadcrumb trail" quick-reference identifies your location within ITPOWERPAC® for J2EE
• Multi-level administrative section allows users, with the appropriate permissions, to create custom fields to:
  • Modify sections with Functional Domains
  • Add fields to "work-spaces"
  • Add selection criteria to drop-downs
  • Modify terminology to meet industry/company specifications and norms

Helpdesk/call center support and resolution

Browser-based (web-based) application with clean, intuitive navigation and work-flow

• Help Ticket generation by both internal and external users
• Automated or manual Technician dispatch
• Automated or user-defined escalation
• Sophisticated KnowledgeBase:
  • Additional links to web resources such as RightAnswers
  • Internal FAQ
• End user self-help through the Internet, Intranet and Extranets
• Task tracking
• Service contracts
• Asset management
• Database of technicians, callers, and documentation
• Online help request posting forum
• PDA, Mobile Device, Pager integration
• Immediately ready to use; no extensive setup
• Work order creation and Task Tracking
• Supports both internal IT helpdesks and external customer service
• Customer satisfaction survey
• Helpdesk technician coaching and training
• Complete Internet, Intranet and Extranet compatibility
• Extensive routing and tracking

Domain-specific helpdesk reporting:

• Ticket
• Caller
• Company
• Priority
• Status
• Escalated
• Problem type
• Asset
• Technician
• Date
• ...and much more

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.

Asset Manager

Records and tracks complete hardware and software information by:

• Type
• Manufacturer
• Serial and bar code numbers
• Configuration
• Physical location
• Assignee

Track and maintain:

• Purchase and lease data
• Warranties
• Maintenance contracts
• Depreciation
• Support contracts

Additional Benefits:

• Unique and sophisticated hardware and software asset polling feeds all user profiles
• Documentation library
• Training and classes, and circulating library items
• Integrated link to Microsoft SMS
• Full internet compatibility
• Out-of-the-Box convenience
• Easy set-up

Domain-Specific Asset Reporting:

• All asset-specific data
• Planned Purchases
• Leases
• Maintenance
• Depreciation
• License Tracking
• Ad-hoc reporting and queries

Issue and Defect Management

• Track defects in the various versions of a software product
• Bug submissions automatically tracked from initial report through resolution
• Multiple views by project:
  • Status
  • Assignee
  • Priority
• Change request management
• Technote/fix list publication
• Assignment and verification
• Extensive routing and tracking
• Escalation
• Full user guide
• Full email notification
• QA testing
• Service Bulletin generation
• Testers and developers can obtain current information and report software defects remotely by accessing Issue Tracker through the web
• Anyone with a browser and the appropriate access privileges can enter defects in the database, update items and view reports
• Your people stay connected, and informed

Domain-Specific Issue Reporting:

• Real-time updating to most current information in the database
• Ad-hoc reporting and queries
• Report data can be charted, graphed and exported to a spreadsheet
• Reporting and statistical analysis by:
  • Project
  • Problem type
  • Developer
  • Priority
  • Severity
  • Month
  • Turnaround time
  • Date range
• Managers report view by:
  • Defects
  • Number resolved
  • Resolution percentage
  • Total time spent
  • Average time spent per bug

IT Work/Task request & Requirements Management

• Seamlessly associate tasks to help tickets, issues and their resolution
• Work order creation and Task Tracking
• Bring consistency, predictability and procedure within departments and individual projects
• Progress monitoring
• Schedule meetings and synchronize with email and calendar
• Resource management
• Time
• Expenses
• Resource allocation
• Integrated Change-Management
• Easily integrates with enterprise systems such as Oracle, SAP, and JD Edwards

Reporting, Charting & Analytics

• Executive level reporting capabilities through Executive dashboard
• Color-coded "health" views for top-level report status on critical team operations
• Comprehensive selection of pre-formatted reports within each functional domain
• Relational reports that tie critical data across functional domains
• Ad-Hoc reports wizard provides user-defined data fields to be selected for any reporting across ITPOWERPAC® for J2EE
• Custom fields, modified in the user administrative section of the application, can also be reported on
• Filters to refine and segment data for analytical reporting
• View options allow for:
  • Imbedded charts, separate page charts or chart exporting
  • 2D, 3D pie, bar and stacked bar
• Track user, partner and tech experiences and capture qualitative data to improve overall service quality