In 2007, iWise Version 7.0 successfully underwent the PinkVerify™ Enhanced certification process and has met the criteria for compatibility.
The following iWise functions were examined:
Pink Elephant is the world leader in IT management best practices, offering conference, education, and consulting services to public and private businesses globally - many of them listed in the Fortune 2000. The company specializes in improving the quality of IT services through the application of recognized best practice frameworks, including the Information Technology Infrastructure Library (ITIL®).
iWise is a set of secure, integrated software applications developed by infraWise, Inc., that interact with one another. They are easy to use, yet filled with rich functionality. In fact, infraWise/IRC was the first software vendor in the world to develop and provide Service Management I/M object-driven customization capabilities to end-users.
iWise software is hosted on a server with thin clients. These clients can either be Windows PCs, or any device that can access the internet - from anywhere in the world. Theoretically, even a communication device on a spaceship or on the moon can access iWise, although our developers (and as far as we are aware, our customers) have not actually tried this yet. iWise users range from help desk staff who log incidents and interrogate the iWise Knowledge Base for solution records on PCs, to executive managers who approve changes and view iWise dashboards...on their BlackBerrys.
iWise is ITIL framework-compliant and actually exceeds many of the parameters of this global standard by a long way. Because of this, your organization will gain an advantage, compared to your business competitors who only run ITIL basic solutions. "ITIL framework," "Enterprise Management," "Service Management," "competitive advantage," and "iWise" form a synergy as shown in the diagram below.
(Items circled in red above show which processes are supported by iWise Service Management Solutions.)
iWise is a Service Management solution suite that mirrors your organization’s business rules in a rather unique and innovative database called the "iWise Knowledge Base." The iWise solution suite and how it relates to ITIL terminology is described in the tables below.
IT Service Support
iWise Discipline ITSM Area
iWise Incident Management ITIL Incident Management
iWise Problem Management ITIL Problem Management
iWise Change Management ITIL Change Management
iWise Enterprise Release Management ITIL Release Management
iWise CMDB ITIL Service Catalog
iWise CMDB ITIL Configuration Management
iWise Request Management ITIL Service Desk
IT Service Delivery
iWise Discipline ITSM Area
iWise Financial Management ITIL Financial Management
iWise Policy Management ITIL Service Level & Availability Management
iWise CMDB ITIL Service Level & Availability Management
The iWise Knowledge Base
Knowledge Base Hierarchy
At the heart of both iWise application suites is a rather incredible database that stores corporate wisdom. There is nothing metaphysical about the last sentence; it merely describes how iWise software takes all the organizational knowledge built up over the years to create a set of rules to manage your enterprise. For example, "if one of my technicians wants to schedule a change next Monday to update server X, check the change calendar for conflicts, let all interested parties know, and add it to the list of items to discuss at the approval board." Another example: "today is the 12th time this particular type of incident has been reported by one of my most important business units. Escalate it to a senior technician automatically, notify me who is dealing with it, and provide me with an automatic backup plan. Armed with this information, I will contact the head of the business unit with the answers before he interrogates me with his questions."
iWise Dashboards and Sample Reports
Dr Martin Fischer’s famous quotation, "Knowledge is a process of piling up facts; wisdom lies in their simplification," applies to some remarkable reporting capabilities within iWise. The best Service Desks in the world can be manned by experienced and highly trained staff, use the best tools, have the best phone systems, and provide a superb service to end-users. However, even if these tools allow for the collection of all sorts of information, executive management does not have the time to plough through screen upon screen or page upon page of facts. iWise has developed some superb reports and dashboards to empower senior managers by providing them with what they need to know as quickly as possible, so that they become "more managerial." See the examples below:
Sample Catalog Management Report
Sample Count of Requests Report
Sample MTR Analysis Report
Sample Risk Assessment Report
Sample Visio Drawing with ODBC Connectivity
iWise for Practically ANYTHING Else
98% of infraWise customers acquire iWise software for some or all of the above Service Management disciplines, yet within a few months, 95% seek to expand their user base by using iWise for non-IT business applications.
As a matter of note, infraWise/IRC uses iWise to run its sales system, payroll, book keeping and accounts systems.
As an executive manager, please remember that not only will iWise software exceed your expectations, be cost-effective and a truly superb catalyst to store "corporate wisdom," there will be an additional medium-long term benefit: it is very likely your initial departmental investment to implement iWise can be recouped by other departments and non-IT related business units. Indeed, if your financial budgetary processes allow for cost code chargeback, your iWise budget could end up with a positive cash flow! Example: a major financial institution uses iWise to handle its retail customer inquiries, queries, and complaints. 2000 branch employees log calls in the iWise database to keep their real customers happy.
In addition, incorporating both industry-proven practices and ITIL concepts, iWise:
* Manages the lifecycle of IT assets and configuration items, including financial items, change requests, incidents/problems, and availability.
* Provides accurate information on configurations and their documentation in order to support all the other Service Management processes.
* Provides a sound basis for Incident Management, Problem Management, Change Management, and Release Management.
* Verifies the configuration records against the infrastructure and corrects any exceptions.
* Keeps the Service Desk up-to-date on each release of applications and software as it is implemented in the enterprise production environment.
* Performs automatic escalation of incidents/problems when business rules specify escalation.
* Provides first call resolution for as many incidents as possible when the customer reports them.
* Manages Service Level Agreements (SLAs) regarding reported incidents/problems and changes.
* Creates a knowledge base of known errors to aid service desk personnel in solving a higher percentage of customer calls, without the need to escalate them to the next level of support.
* Establishes, consolidates, and coordinates consistent standards for service desks.
* Tracks incident/problem tickets using one cross-platform tool, efficiently leveraging the Configuration Management Database (CMDB).
* Manages the availability rules for all entries in the CMDB.
* Trains service desk personnel on new applications and software releases.
* Institutes procedures and knowledge management systems to help improve the number of first call resolutions.
* Manages all IT Requests for Service from initial entry to final resolution.
* Provides extensive reporting capabilities using industry-standard reporting tools such as Crystal Decisions.