Der Servicekatalog ist ein zentraler Punkt der ITIL Best Practices. Nicht selten bildet er sogar den Ausganspunkt für die Implementierung einer ITSM-Strategie. EriZone ist ein ITSM-Tool, welches die Umsetzung eines Service Catalogue Management unterstützt. Seit dem letzten Release, also mit Version 5.1, ist nun auch die Mehrsprachigkeit des Servicekatalogs möglich, um den Anforderungen internationaler Service…
Read MoreIl catalogo dei servizi ricopre un ruolo centrale in ITIL e spesso è il punto di partenza per le implementazioni ITSM. EriZone è uno strumento ITSM che supporta pienamente la gestione del catalogo dei servizi. Con il rilascio di EriZone 5.1 il Service Catalogue diventa multilingue per rispondere alle nuove esigenze dei fornitori,che offrono i…
Read MoreThe service catalogue is a focal point in ITIL, and often it is even the starting point for ITSM implementation. EriZone is an ITSM tool that fully supports Service Catalogue Management. With the recently released verion 5.1 of EriZone the service catalogue has become multilingual to face the requirements of multinational service providers and their customers.
Read MoreEnhancements Gefilterte Ticket-Ansicht für Service Owner, Manager und Service Watcher: z.B. sehen Service Owner nur jene Tickets, die einen Service betreffen, für den sie auch tatsächlich die Owner-Rolle innehaben. Einschränkung der Ansicht von Company-Tickets auf die verfügbaren Dienste: Kunden sehen nur jene Tickets ihres Unternehmens, welche einen Service betreffen, der für die jeweilige Person freigeschalten ist. [mehr…
Read MoreEnhancements Visualizzazione dei ticket per i service owner, manager e service watcher: i service owner possono visualizzare solamente i ticket aperti per i servizi dei quali sono gli owner. Visualizzazione ristretta dei Company ticket in base ai servizi disponibili: i clienti possono visualizzare solamente i ticket relativi ai servizi a loro abilitati Filtri sui…
Read MoreEnhancements Filtered ticket-view for service owner, manager and service watcher: service owners can see only tickets opened of services on which they have the owner role. Restricted company-ticket-view to available services: customer can see only tickets relative to services they were enabled to. [more details here] Filter services shown to agents: realize multi-tenancy based on services….
Read MoreIm täglichen Arbeitsleben eines Service Desk Mitarbeiters kommt es häufig vor, dass ein Agent der gerade an einem bestimmten Ticket arbeitet, mit anderen Kollegen Informationen austauschen möchte. EriZone 3.6, das in Kürze veröffentlich wird, ermöglicht es daher einem Ticket private Notizen hinzuzufügen. Da solche interne Kommunikationen für den Kunden meist nicht von Interesse sind, ist…
Read MoreIn many cases, agents who are working on a certain ticket need to discuss about the actual issue with other colleagues. EriZone 3.6 that will be shortly released allows adding private notes to a ticket. Since, such notes are for internal use only and of no interest for the customer, they are visible just to…
Read MoreIn EriZone ogni ticket viene assegnato a un agent che formalmente sarà il “ticket owner”. Sebbene, il ticket è gestito dall’owner, in alcuni casi potrebbe essere necessario che più agenti siano coinvolti nella elaborazione del ticket. Per garantire lo scambio di informazioni tra gli agent coinvolti, possono essere aggiunti articoli (ticket-article) del tipo “note interne/internal…
Read MoreIn EriZone können die Benutzer über das Self Service Web-Portal alle ihre Tickets im My Tickets View ansehen. Die Tickets der anderen Mitarbeiter desselben Unternehmens können im Company Tickets View ebenfalls eingesehen werden. Um die Sicht der Company-Tickets auf jene zu beschränken, welche einen Service betreffen für den der eingeloggte Mitarbeiter auch berechtigt ist, wird…
Read MoreWithin EriZone, customers can visualize their own tickets (though “My Tickets” view) and all the tickets created from other employees of their company (though “Company Tickets” view) in the Customer Web Self-Service Portal. In order to restrict the view to those company tickets, which concern the available services for the logged customer, a new filter…
Read MoreCon EriZone i clienti possono visualizzare i propri ticket (attarverso “My ticket view”) e tutti i ticket creati da altri collaboratori della loro azienda (attraverso “Company ticket view”) nel customer web self-portal. Per restringere la visualizzazione di questi ticket aziendali in base ai servizi accessibili al cliente, verrà introdotto un nuovo filtro con la versione EriZone…
Read MoreL’ultima versione EriZone 3.6.0 comprende notevoli miglioramenti anche per il modulo di Budget Management.
Read MoreEriZone 3.6, welches Ende des Jahres released wird, enthält zwei wertvolle Erweiterungen des Budget-Management-Moduls.
Read MoreEriZone 3.6, which will be released at the end of this year, comes up with some enhancement concerning the budget management module.
Read More