Service Management

   Service Management
   Features

Case Management

• IT Helpdesk
• Case List
• AutoCases
  • Event correlation to single case
• Task & Project Cases
• Workflow Cases
• Incident reporting from Cisco® IP Phones
• File Attachments
• Hot List
• Due Dates
• Role-based View Privileges
• Case Categories
• Searchable Knowledge Base
• Policy-based Support Process
  • Notifications
  • Escalations
• Calendaring
  • Scheduled Outages
  • Reminders

Notification Mechanisms

• Email Clients
• Mobile Devices
  • Telephones
  • Wireless PDAs
  • Text Pagers