Blog Entries

10. 07. 2017 Gabriele Cecco Service Management

Keeping an eye on your EriZone process tickets

Usually, during a new EriZone implementation, we are not just implementing “simple” Incident Management, but also defining processes to standardize existing procedures within the company. Investing time now in the implementation of a standardized process will pay dividends later, especially in the case of multilevel authorizations or other workflows where the ticket needs to follow…

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05. 07. 2017 Mirko Morandini Events, Service Management

Towards Self-Adaptive Service Desk Systems

If you don’t work in the field of IT service management, you might suppose that a service desk, and especially an IT service desk, is something quite standard… having similar services and a similarly structured support staff structures across all companies. However, despite having (apparently) a very similar goal and trying to follow a common…

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29. 06. 2017 Gabriele Cecco Service Management

Quick Ticket Template

“Is there any way to speed up opening new tickets?” This is a typical question new EriZone customers ask during project implementation. The reason is quite obvious: If you have a large Service Desk team that is opening several hundred tickets each day, every second counts. Especially in situations where the resolution time is critical,…

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03. 05. 2017 Patrick Zambelli Downloads / Release Notes, NetEye, Service Management

NetEye 3.10 and EriZone 5.1 have been released!

We are proud to announce the release of new minor versions of our IT System & Service Management solutions NetEye and EriZone. Go to the official  Release Notes of NetEye 3.10 (IT System Management solution) Go to the official Release Notes of EriZone 5.1 (IT Service Management solution)

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17. 01. 2017 Patrick Zambelli Downloads / Release Notes, Service Management

EriZone 5 has been released!

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…

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17. 01. 2017 MarinovMihail Downloads / Release Notes, Service Management

EriZone 3.6 has been released!

Enhancements 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….

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12. 01. 2017 Mirko Morandini Service Management

Efficient management of support requests and authorizations by using child tickets

In 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…

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15. 12. 2016 MarinovMihail Service Management

Preview EriZone 3.6: Reduce company ticket view to accessible services

Within 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…

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09. 10. 2015 Martin Fischer Service Management

Is a CMDB a Deciding Factor For Service-Oriented Companies?

To keep it short, I could simply answer this question with “Yes”. Regularly, one of the central requirements of service management projects is the introduction/integration of a CMDB. From my experiences gained from customer projects, I can just confirm this. What does this mean in terms of practical application? In this first article, I would…

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01. 09. 2015 Nicola Degara Service Management

The Importance of the Service Catalogue For an ITSM Solution

Understanding 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…

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06. 07. 2015 Nicola Degara Events, Service Management

How to approach an ITSM EriZone implementation

For 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…

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