EriZone has evolved over the last years, becoming a comprehensive Service Management solution to address enterprise requirements. The most significant enhancements of the latest version regard the areas of Service Level Management and Service Catalogue Management, as well as the introduction of new functionalities to automate and reuse processes and activities. Besides technical extensions, the…
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 MoreIn EriZone, processes that require the involvement of multiple responsible persons and different competence centers are often implemented by using the concept of child ticket. Child tickets are independent tickets that are created from and linked to their so-called parent tickets. Depending on the specific use case, it is possible to copy data and properties…
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 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 MoreEriZone 3.6, which will be released at the end of this year, comes up with some enhancement concerning the budget management module.
Read MoreWith EriZone 3.6, which will be released at the end of this year, new features regarding the Activity Management will be introduced. Activity tickets created in the context of Access Management can now be linked to each other to create a sequence. After that, the order of fulfillment of these activity tickets will respect the created…
Read MoreThe future is NOW – The strategic impact on the IT Management in the Big Data and Cloud era. The eighth edition of our NetEye & EriZone User Group was held last Thursday – 20 October in Trento. The event dedicated to our customers is a proven model that provides a sharing platform to actively…
Read MoreThe future is now! The strategic impact on the IT Management in the Big Data and Cloud era Cantine Ferrari, Trento, Thursday October 20th, 14:00 – 18:00 Discover the recent IT System & Service management innovations at the next NetEye & EriZone UserGroup, the unique event dedicated to our customers to identify emerging challenges in the ITSM…
Read MoreNuovi approcci e tecnologie per rendere più efficace il servizio alla clientela Quali sono i veri driver di innovazione e cambiamento strategico in ambito di IT Service Management e Cloud Services? Il business break Customer TouchPoint vi offre un‘occasione unica per scoprire come aziende rinomate traggono un reale vantaggio in termini di organizzazione e qualità di…
Read MoreA front end developer is positioned in the middle of lots of other jobs. To successfully deliver products he has to be aware of design, back end, content and other things that make everything nicely work together [2]. Misunderstandings, wasted time on synchronizing elements in development and production environments, duplicate work – these are just…
Read MoreThe future is now! The strategic impact on the IT Management in the Big Data and Cloud era Cantine Ferrari, Trento, Thursday October 20th, 14:00 – 18:00 Discover the recent IT System & Service management innovations at the next NetEye & EriZone UserGroup, the unique event dedicated to our customers to identify emerging challenges in the ITSM…
Read MoreA critical part of IT Service Management is the management of access to all kinds of IT-related resources, including not only the access to IT systems, networks and software, but also the provisioning of devices such as phones and laptops, contracts (e.g. phone or data contracts with 3rd party operators) and often also items regarding…
Read MoreAs an EriZone consultant I stand at our customers’ side during phases of process changes. Mostly, it is not to change the fundamentals of the workflows, since the companies usually have them already clearly defined and well described in many documents. The challenge is to translate the processes by using a tool that allows to…
Read MoreThe Classic Service Dispatcher is a powerful tool to sort tickets into the right center of competence (queue) by looking primarily on the ticket service and the company (customer) who opened the ticket. The new Advanced Service Dispatcher brings full control on the execution order and allows filtering by additional conditions and Regular Expression matching…
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