i-FIX Core Proprietary Solution
i-FIX is a cloud-based fully automated Digital Service Management (DSM)
solution with built-in industry contents and best practices,catering to
all the DSM requirements through Digital Service Exchange and Digital
Service Desk and works on SaaS (Software as a Service) delivery model.
iFIX DSE module covers the following functionality:
• Incident Management (including Major Incident Management)
• Problem Management (Reactive and Preventive Problem Management)
• Service Request Management
• Enquiry
• Item Order
Modern, intelligent and innovative features available within DSE:
- In-built Error Content – All possible combinations of error
types (Approx 1 Million+) that may occur within your SAP, Oracle or
Microsoft applications are defined within DSE. Therefore, you can
classify your error types properly and save your time in creating a
ticket. It also helps in routing the ticket to the right technical
support team and provides inputs to service analytic.
- Automatic Determination of Ticket Priority – Ticket
priorities are determined automatically based on the defined business
impact (top line or bottom line impact to the business) and business
urgency (how soon it’s required to be resolved). This eliminates human
dependency and assigns priority in a completely logical manner relevant
to the business.
- Industry Best Practice SLA – iFIX comes with the provision
of adopting to the best practice SLA (Service Level Agreements).
However, it can be modified very easily to suit to the specific needs of
an organization.
- Real Time Solution Database (RSDB) – An end user is provided
with all the possible available solution to the ticket at the time of
creating the ticket itself. This happens in real-time as he/she is
creating the ticket. This facility helps an end user to resolve the
ticket by themselves instead of sending it to the technical support
team. Our observations
indicate it has the ability to resolve at least 30% of the tickets by
the end users themselves which means at least 30% savings on cost of
ticket resolution from the time of adoption of this solution.
- Knowledge Management Database (KMDB) – KMDB provides access
to all the business process documents and solution design documents of
the implemented functionality. At the time ticket creation, iFIX
recognizes from which process area the ticket is coming and prompts
immediately with the list of all relevant documents like in a Google
search manner. It provides a help option to the user community to check
whether they are following the right process or not and with some “how
to” answers.
- SLA Meter – SLA meter of any ticket provides a visual
representation of the status of the ticket. It shows the
acknowledgement status as well as the resolution status using graphics
and crates a sense of urgency to resolve the ticket within SLA.
- Major Incident Management – iFIX DSE facilitates the
execution of the major incidents with a special process feature. It
brings in the feature of notifying all the stakeholders in specified
time interval with the progress of the resolution of the tickets. This
is performed by iFIX in an automated manner while the service management
team carry on their process of resolution.
- Automated Mobile Alarm – iFIX DSE has inbuilt facility to
put alarm in the designated mobile number of the specified users in case
of a Major Incident or Very High Priority Incident. This is to ensure
that all the stakeholders are alerted on the situation even if they miss
seeing mails or text messages.
- Automated Text Messages – iFIX DSE has the capability of sending
text messages for specific tickets to the specified users to bring in
extra attention on the situation. These can be configured as per the
organizational needs.
- Gasification, Rewards and Recognition –The entire service management
operation is simulated like a game or an event. Each of the service
management areas are evaluated quantitatively and employees can be
rewarded and recognized accordingly:
- Best Employee/ Best Team with Highest No. of Ticket On Time Closure Rate
- Best Employee/ Best Team with Highest TCO Index
- Best Employee/ Best Team/ Best Engagement/ Best SDM with Highest Knowledge Index
- Best Employee/ Best Team with Maximum Number of Ideas
- Best Employee/ Best Team with Maximum Generated Values
- Best Employee/ Best Team with Least Number of Escalations.
Integrated Email Update – E-mail functionality is integrated
with iFIX. The users will have e-mail based update for every stage of
progression of their ticket. This will bring in more awareness and
satisfaction amongst the business users to see the gradual progress of
their issues towards resolution. |
