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:
- 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