Features
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 Sametime ( IM ) aware
. The Contacts and Employees Views are Sametime ( IM ) aware.
Entities can be a cascaded address book
The Entities database can be a .
This allows you to have access to the contacts list
when you are sending a email.
Incident Management
Incident Management - oz HUB is architected for rapid call logging, with proactive trouble-shooting information being displayed on an as-needs basis.
Incoming or Outgoing - Phone Calls, Faxs, Emails or Personal visits
It allows you to log Incoming or Outgoing - Phone Calls, Faxs, Emails or Personal visits as Incidents ( Tickets ).
Activites that are required to resolve the incident
You track the activites that are required to resolve the incident for the Company, Contact, Employee, Issue, Software or Hardware.
Configuration Management
oz Devices is a repository for information about an organization's IT assets and services and their relationships.
Automated PC Audit
The Configuration Management ( Device ) database is where the Automated Audit of each PC is maintained.
Servers can be monitored
A list of Servers, PDAs, Routers, Printers and other hardware can be created in the Configuration Management database.
Once a server is configured it is possible to use applications like RDP or Winscp to access these servers.
It is also possible to have the servers pinged on a specified interval & databases opened on a another specified interval.
Problem Management
Problem Management - Intelligent call handling empowers the user to automate key aspects of call management, including priority determination, assignment and routing, notifications to key stakeholders and groups of interested parties.
| Save Time and Money
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Resolve service disruptions faster
Resolve service disruptions faster - reducing their impact on business.
Achieve cost efficiencies
Achieve cost efficiencies - improve resource management
Compliance
Meet regulatory requirements - Save an audit trail, Avoid fines.
Increase customer satisfaction
Increase customer satisfaction - through reduced resolution times - a more systematic approach to Incident prioritization.
Retention Management
Control deletion of messages - Protect your business - ensure data destruction of messages in the archive.
Ensure the focus of the Service Desk
Ensure the focus of the Service Desk is on service management and customer satisfaction.
Reducing Incidents
Reducing Incidents - deeper issues within the IT oz ERM are investigated by Problem Management. Incident prevention is superior to managing Incidents once they have occurred.
Intelligent integration
Intelligent integration with existing oz ERM means that oz ERM will work with other enterprise-wide technology to enhance the overall efficiency of your IT Service Management operations.
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