Il primo scoglio che comunemente rende difficoltoso l’inizio dei vari progetti ITSM che ho gestito negli ultimi anni è relativo all’interpretazione che i clienti attribuiscono al significato del catalogo dei servizi. Non è sempre così netta la distinzione con il catalogo di prodotti e spesso i clienti fraintendono il significato della componente principale ed essenziale…
Read MoreDie erste Hürde, welche ich im Rahmen der ITSM-Projekte der vergangenen Jahre überwinden musste, war meist die Interpretation des Begriffs Servicekatalog der jeweiligen Kunden. Der Unterschied zum Produktkatalog war und ist nicht immer klar. Leider missverstehen viele Kunden anfangs die Bedeutung der Haupt-Komponente der Servicekatalog-Definition – den Service. Bereits während meiner früheren Tätigkeit im Bereich…
Read MoreUnderstanding the real meaning of the service catalogue by the customers is the first challenge I usually meet during the implementation of an ITSM solution. It is not always so clear for the customers the distinction with the product catalogue and they often misunderstand the major component and essential part of the definition, the service…
Read MoreFor those of you who do not know, WÜRTHPHOENIX EriZone is an open source IT Service Management solution based on OTRS. It allows to efficiently and effectively manage all the internal and external incidents and service requests as well as to improve the delivery of the IT services, by increasing the customer satisfaction. WÜRTHPHOENIX EriZone…
Read MorePer chi di voi non lo sapesse EriZone è il nostro sistema Open Source di IT-Service Management che permette di gestire efficientemente le richieste di assistenza da parte degli utenti e amministrarle in modo organizzato. Basandosi su OTRS, soluzione leader di Help Desk e Ticketing, EriZone ne amplifica lo spettro funzionale in ambito di Service…
Read MoreEriZone, unsere Open Source IT Service Management Lösung, erlaubt die effiziente Verwaltung aller Support-Anfragen Ihrer Kunden und Mitarbeiter. Basierend auf OTRS, erweitert EriZone das Funktionalitäten-Spektrum in den Bereichen Access Management, Service Operation und Service Desk und stellt somit eine Komplettlösung zur Optimierung Ihrer IT Services dar. Alle Anfragen können in wenigen Schritten kategorisiert, zugewiesen und…
Read MoreMajor Enhancements Access Management Neue Möglichkeit zum automatischen Start eines neuen Prozesses (Process Management) ausgehend von einer Access Management Aktivität: Bsp.: Anstellung eines neuen Vertrieb Mitarbeiters Neuer Laptop (Purchase process <<<) Neuer ERP Account (Sales Manager approval <<<) Neues Telefon Neues iPad Native Möglichkeit für EriZone für Single Sign-On Kerberos auf Active Directory. Neues Ticket2Process…
Read MoreMajor Enhancements Access Management New possibility to start a new process (process management) from the single Access Management Activity automatically. Example: New Salesman hiring request New laptop (Purchase process <<<) New ERP account (Sales Manager approval <<<) New Phone New iPad Native possibility for EriZone for Single Sign-On Kerberos on Active Directory. New Ticket2Process admin…
Read MoreMajor Enhancement Process Management Possibilità di innescare un nuovo processo (Process Management) automaticamente dalle singole attività dall’Access Management: Es. Richiesta di assunzione nuovo commerciale Nuovo Laptop (Processo di acquisto <<<) Nuove credenziali per sistema gestionale (Processo di approvazione del direttore vendite <<<) Nuovo smartphone Nuovo iPad Predisposizione all’autenticazione Kerberos per il single sign-on su Active…
Read MoreA new version of erizone-plugin-glpi rpm is available: Major Features: Data-Export definition for GLPI Contracts Data-Export definition for Warranty information Data-Export definition for Contract association with Computer, Monitor, Software,Network, Printer, Phone and Devices Bug fixing With EriZone 3.3.0, with the new version of iCMDB interface, the contracts and the relationships with the referred configuration item…
Read MoreNew version of EriZone (3.1.9) is now available for the download: Feature Lists EriZone DataWarehouse: Eri_TicketAggregatedTime: New parameter to include also child tickets in the calculation New Columns: MinBeforeFirstSplit, IsChild, ParentTicketID (first parent),ParentTicketNumber (first parent) Eri_TicketAggregatedTimeonline: Same parameters as Eri_TicketAggregatedTime It extracts similar information as Eri_ TicketAggregatedTime for ticket with states: new, open,pending reminder and…
Read MoreNew version of EriZone (3.1.9) is now available for the download: Feature Lists EriZone DataWarehouse: Eri_TicketAggregatedTime: New parameter to include also child tickets in the calculation New Columns: MinBeforeFirstSplit, IsChild, ParentTicketID (first parent),ParentTicketNumber (first parent) Eri_TicketAggregatedTimeonline: Same parameters as Eri_TicketAggregatedTime It extracts similar information as Eri_ TicketAggregatedTime for ticket with states: new, open,pending reminder and…
Read MoreNew version of EriZone (3.1.9) is now available for the download: Feature Lists EriZone DataWarehouse: Eri_TicketAggregatedTime: New parameter to include also child tickets in the calculation New Columns: MinBeforeFirstSplit, IsChild, ParentTicketID (first parent),ParentTicketNumber (first parent) Eri_TicketAggregatedTimeonline: Same parameters as Eri_TicketAggregatedTime It extracts similar information as Eri_ TicketAggregatedTime for ticket with states: new, open,pending reminder and…
Read MoreNew version of EriZone (3.1.8) is now available for the download: FEATURES LIST New Parameter to Filter on CustomerTicketSearch based on CustomerGroup: Ticket::Frontend::CompanyTicketAccessGroup New Fields available in iCMDB for GLPI interface: Inventory – Location – Group (manual changes on the CIs definition and import procedure are needed (see notes afterwards for more information); it requires the…
Read MoreDie neueste Version von EriZone (3.1.8) steht zum Download bereit: FEATURES LIST New Parameter to Filter on CustomerTicketSearch based on CustomerGroup: Ticket::Frontend::CompanyTicketAccessGroup New Fields available in iCMDB for GLPI interface: Inventory – Location – Group (manual changes on the CIs definition and import procedure are needed (see notes afterwards for more information); it requires the version…
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