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SI BIS service-based approach

IBM Control Desk

Increased efficiency and quality of service

Prioritise responses to cases depending on the business service impact.

Quickly find solutions using the knowledge base with integrated remote diagnostics.

Handle e-mail messages with automatic conversion into incoming service requests.

Обработка сообщений электронной почты, преобразование их во входящие запросы на обслуживание.

Blackberry, Android and iOS support.

Integration with Genesys and Cisco telephony solutions, synchronization with BMC Remedy and HP Service Center solutions.

Business risks reduction

Visualization of business services and relationships between Configuration Management Database (CMDB) elements.

Shared calendar for scheduling changes, resource readiness and downtimes.

Automated mechanism to analyse impacts and “what if” scenarios, allowing to avoid unplanned downtimes during changes.

More efficient use of IT assets

Management of IT assets installation, transfer, adding and changing, as well as software licensing.

Resource reports allowing to identify passive resources or redeploy underutilized ones.

Integration with purchasing process support solutions.

Manage full life-cycle of IT assets, including support contracts and warranty agreements.

Licensing policy management.

Dashboards with information about resource availability, withdrawal from service, release of software licenses.

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IBM Maximo Asset Management

Full asset management cycle

Control and manage all types of assets throughout their life-cycle.

Manage asset related planned and unplanned activities.

Support services, service level agreements (SLA), escalation procedures.

Full support and post servicing for contracts: regarding purchase, lease, after-sales service, user-defined contracts.

Assets inventory, usage cost-effectiveness data.

Purchasing process support at all stages across the enterprise, including direct purchases and inventory replenishment.

Investments efficiency

Reduction of planned and unplanned service works.

Reduction of asset downtimes.

Reduction of manual operations needed to meet the requirements.

Reduction of technological risks associated with asset organization and operation.

Increase in productivity and work speed without compromising safety.

EAM solutions leader

Gartner Magic Quadrant leader.

High investment potential, due to active product development.

Flexible, scalable with a powerful integration capabilities.

One solution for centralized management of mixed assets.

Ready to use industrial modules.

Fully-fledged mobile access.

Data analysis (BIRT, Cognos).

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Entrust the automation process to the leaders

. SI BIS is highly competent in promotion and implementation of integrated IBM solutions and is a recognized leader in the provision of services and technical support, as well as implements complex consulting projects and provides a wide range of services for information and business process optimization. Using industry experience, best world s practices, deep technological expertise, a balanced portfolio of solutions and predictive model of service and technical support, SI BIS helps customers to simplify and rationalize their business management.

SI BIS is the IBM partner in Ukraine

End-To-End Assest Management Overview

Highlights in 5 minutes

Quick and easy-to-understand video overview with practical examples showing the advantages of using integrated asset management in the industry.

IBM Control Desk Overview

Discover cutting-edge solutions today

This video demonstrates the benefits of IBM Control Desk solution, which can reduce costs and minimize service interruptions by means of automated request processing. The solution provides effective change management tools and is optimized for asset life-cycle management across IT and corporate domains.



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Frequently Asked Questions

What system features can be customized?

Application Designer – is the module allowing to make changes to all applications in “drag&drop” manner without code editing. Allows to copy or create new applications, restrict access to specific application feature or the entire application.Details.

Workflow Designer – is the module allowing to create, view, edit, delete automated business processes. This application helps to identify the most appropriate actions for business processes, allows to set up notifications upon changes, generate reports.Details.

BIRT, Cognos Report Designer – is the module for report creation and existing report adaptation (over 100 templates). Details.

What is technical support cost per year?

All licenses for IBM software products include 12 months standard technical support (Software Maintenance & Support). It allows to make support requests regarding technical issues (by phone, email or through IBM website), as well as to install upgrades to new software version during the support period. The support can be extended, costing around 20% of the license cost. Support acquisition is not required.

What server hardware is needed to have up to 10 simultaneous users?

In this case, all system components can be installed on a single physical server (or virtual) with hardware performance equivalent to two 2 GHz processor cores. You will also need 8 GB of RAM and at least 60 GB hard disk space.

Is it possible to integrate with IP-telephony?

IBM Control Desk can be used in conjunction with computer telephony means (Computer Telephony Integration – CTI). At the moment, there is only one adapter ready for integration with Genesis CTI. From a licensing perspective — this adapter is included in the base product cost. This adapter is installed along with the “Optional content” section of IBM Control Desk Fix Pack distribution package.

Supported features:

  • Conversation handling from IBM Control Desk interface;
  • Call receiving, caller identification by number, automatic service request creation with form filling;
  • Call redirecting to another operator with request form transfer;
  • On hold transition;
  • Time allocation for call post-processing;

IBM Control Desk system should be further adapted to be used with other CTI systems.