New approaches and technologies for a more efficient customer service Speed, flexibility and efficiency are mandatory characteristics of quality Customer Service. That is why service management and ticketing solutions now play a key role in the administration and organization of the service requests, helping companies in the process of continual improvement. These solutions, in addition,…
Read MoreIf you’re a subscribed customer you can access your account on the brand new WÜRTHPHOENIX Service Desk Portal. Here’s how ! Our new Service Desk Portal is based on the latest version of our IT-Service Management solution EriZone.
Read More[box] IT Asset Management (ITAM) entails collecting inventory, financial and contractual data to manage the IT asset throughout its life cycle. ITAM depends on robust processes, with tools to automate manual processes. Capturing and integrating autodiscovery/inventory, financial and contractual data in a central repository for all IT assets enables the functions to effectively manage vendors…
Read MoreThe new package FAQ 2.3.6 has been published in the EriZone repositories to overcome the OSA-2016-01 Information Disclosure Vulnerability. The package has been published for the EriZone releases 3.3, 3.4 and 3.5 You can update the FAQ package if you are using it following the sequence: Update the Package Manager repository information and upgrade the…
Read MoreChangelog: – Fixed bug: Installing erizone plugins gives an error: missing perl package (NEAPI-55) – bugfixes and improvements
Read MoreWe can look back on a successful, first German edition of the NetEye and EriZone usergroup. Numerous customers came to Ludwigsburg, to join our event hosted by our valued customer HAHN+KOLB. News about our products, roadmaps and not at least, the direct exchange among end users were the main focus of the usergroup.
Read MoreEnhancements New postmaster filter for unknown emails: it is possible to assign a CustomerID for unknown emails based on the email domain, and fully configurable. Optionally, also a new customer could be created representing this email address. New Transition action that enables process tickets to copy dynamic field values to a child and back is…
Read MoreThe official agenda of the NetEye & EriZone Usergroup is now available! Today I’m happy to announce the official agenda of this year’s NetEye & EriZone Usergroup in Germany. We’ve put a lot of energy to arrange an exciting and informative day for our customers. Thanks to the wide range of topics, everybody should find…
Read MoreWe are proud to announce the official NetEye & EriZone Usergroup 2016 The German edition of this year’s NetEye & EriZone Usergroup will take place on May 12, 2016 from 10:00 to 17:00 in Ludwigsburg Our customer and member of the Würth-Group, HAHN + KOLB Werkzeuge GmbH will host our event. Through the usergroup we…
Read MoreMajor Enhancements Advanced Service Dispatcher The well-liked Service Dispatcher has got a new ‘Advanced’ mode. Several features have been added to enable finer filtering and allowing to take control over the execution order. This allows having the minimal possible amount of Service Dispatchers for every environment. Filtering Filtering by the value of a specified Dynamic…
Read MoreThe new Würth Phoenix training calendar 2016 is now available. The training contents have been enriched to deepen your technical and professional skills.
Read MoreThe Christmas break is coming and with it the desire (… and the need!) to close all the activities of this year before returning in January ready to face the new challenges in 2016! It is now the year’s end and the new year’s budget planning! To know how to properly plan means not only to be prepared…
Read MoreThe Creation of a Service Portfolio During the Service Strategy in ITIL, before starting with the redaction of a Service Portfolio it is important to obtain a wider overview of the Company Services that are recognized by the Business independently on their state of implementation: No longer offered: where do we come from? Currently active and…
Read MoreThe new EriZone 3.4 version supports the Change Evaluation process according to ITIL v3 rev.2011. Let’s see briefly what Change Evaluation process is and how it is supported in EriZone. ITIL defines a change as “the addition, modification or removal of anything that could have an effect on an IT service” and the Change Management…
Read MoreAfter having identified the importance of the CMDB for all service-oriented companies in my last article, now I would like to look at this topic from a more practice-oriented point of view. Nowadays, illustrating an entire user process within a company can be rather complex. The main cause of this is the interaction of a…
Read More