Corporate Solutions

IT Service Management

Managing the increasingly complex IT environment requires a standardized, process based approach. Many IT organizations are adopting the IT Infrastructure Library (ITIL) approach to best practices in service management, and all organizations are seeking ways to provide higher levels of service while reducing costs.

An optimal IT service management framework allows an organization to effectively support its end users, resolve systems issues, and minimize support costs, while adhering to regulatory and corporate guidelines. Managing information technology operations is a process that requires a balance of keeping systems operational, supporting users to maximize productivity, and collaborating with other areas of the organization to ensure that the security, integrity, and functionality of all systems is maximized.

TrackWise IT Service Management Solutions

TrackWise software helps companies foster quality and increase return on investment of IT operations by improving IT service management processes. It enables IT organizations to enhance service levels while concurrently reducing operational risk, maintaining regulatory compliance, and lowering costs.

TrackWise is an integrated framework, which allows your organization to manage all IT incidents, problems, changes, projects, and any related action items leveraging a centralized, scalable platform. TrackWise standardizes work practices, increases transparency, and integrates related workflow processes, enabling your organization to meet service level agreements and reduce operational risk.

Benefits

  • Increase IT's contribution to the business by enhancing your organization's ability to respond to business users faster and more effectively.
  • Improve efficiency and time-to-resolution as a result of automated workflow technology and built-in 24/7 business rules, which route problems, incidents, and change requests to appropriate areas automatically.
  • Streamline operations and free-up valuable resources as a result of automating what were once manual and tedious administrative processes.
  • Maintain compliance with Sarbanes-Oxley, COSO, COBIT, Basel II and other regulations or standards, which requires governance and control over certain IT systems and functions.
  • Improve quality and collaboration as a result of an integrated IT management system that can accommodate any organization's specific needs.
  • Improve control and reduce risk related to IT systems changes, while also reducing the associated time and costs.
  • Reduce risk of system downtime and outages that may interrupt business operations.
  • Ensure flexibility to meet changing requirements and business needs.

TrackWise IT Management Applications

Incident & Problem Management
  • Help Desk trouble tickets
  • Incidents and requests
  • Remedial and preventive actions
  • Performance indicators
IT Change Management
  • Hardware and other assets
  • Applications / software
  • Documentation and procedures
  • Project timelines and schedules
Project Tracking & Action Items
  • Project tracking
  • Action item & task management
  • Status reporting