Axxerion has built-in workflows for Incidents based on the known best practices. Incidents can be assigned to an ‘executing’ group via a service desk or based on decision types, and are escalated if necessary. The SLA can automatically be monitored.
A problem’s impact can be minimized by building a database containing the known problems, solutions or alternative solutions. Once problems are analyzed, measures can be put in place to prevent them in the future. For example, problems and related solutions can be listed in FAQ to make it easy for the user to resolve the issue by himself.
Change management allows for proposed changes to be defined, approved and documented in a structured manner. It enables you to analyze the impact and risks of changes to various configuration items. Changes can be made directly or from within an incident, and users can even attach a specific workflow to that process. Implementations of changes can be grouped using releases.
Service Level Management
Service contracts can be linked to configuration item. With any incident you will be able to see which agreements have been made regarding availability and the resolution of problems.
Axxerion’s release management process entails both service level and self-service desk management.
(Self-)Service Desk Management
Incidents, Requests for Changes and Requests, among other things, can be submitted by users using simple forms using single sign-on function if users are already logged in on the intranet network.
As your organization evolves, Axxerion evolves with you
Easy to Use and Highly Configurable:
Work with your own terminology, easily remove unwanted fields or steps or add new ones when needed. Define your own business processes.
Role based logins to accommodate different types of users and contractors and their access rights.
Global Search Capability:
Easily and instantly search and find any facility information in the database.
Automatic Review and Approvals:
Easily and graphically define workflow and approval processes for any item in the system.