Do the iWise Service Desk disciplines integrate with the CMDB, Software Distribution, Remote Control, and network and systems management functions?
Yes. As outlined in the ITIL framework, the Service Desk is the single point of contact between service providers and users on a day-to-day basis. It is also a focal point for reporting incidents, problems, and requests. Therefore, it is vitally important that the Service Desk have access to an integrated application suite like iWise, which taps into a Configuration Management Database (CMDB). This allows Service Desk staff to provide better assistance to customers and users when resolving complaints or obtaining answers to questions. iWise maintains interfaces to software distribution, remote control, network, and systems management applications using our open XML architecture, published APIs, and proprietary programs (DLLs). To manage all changes to the mainframe or distributed environments, iWise uses the Request and Change Management applications.
Related Questions
- Can iWise automatically log status alerts/exceptions as incidents in the service desk component, with the appropriate incident category, priority, and details?
- Does the iWise CMDB integrate with existing source code integration products, such as ChangeMan DS/ZMF?
- Does iWise provide for automated logging of system events to the Service Desk component?
