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CaseSentry's Service Management application includes the complete workflow capabilities and processes needed to effectively log and track issues, as well as manage service requests and project activities. Its powerful case management tools are designed to meet the specialized requirements of IT, telecom and contact center support personnel and management. Far superior to managing events and workflow through disparate email communications, CaseSentry delivers powerful workgroup collaboration and departmental visibility.
When CaseSentry's Availability Management application validates a fault or event, it is systematically reported via an AutoCase that is opened for the respective system determined to be the root cause. Once a case is opened, all subsequent operational and test activity is recorded within that single case to provide a consolidated resource for troubleshooting and post-event analysis.
AutoCases and project cases are managed from a single consolidated interface to enable a cohesive workflow process
Cases can also be manually generated, enabling workgroup members or management to create cases to communicate, delegate and manage work and project initiatives. Team members can supplement case data, update the status or criticality, escalate the problem, attach data files, add helpful comments, or engage additional support based on area of subject matter expertise. All associated case detail accumulates to build an invaluable knowledge base and reporting platform that assists in both reactive and proactive research and analysis. Powerful search and browse functions are available to navigate this database when reviewing problems and history.
CaseSentry notifies designated parties upon new case generation and individual case updates. Notifications can be delivered via email or paging formats to a multitude of devices, including PCs, wireless PDAs, mobile telephones, and text pagers. This capability extends CaseSentry's monitoring and management coverage to provide the level of service enablement equivalent to what would be supplied through around-the-clock NOC staff. CaseSentry's case categories capability can be tailored to direct AutoCases and notifications to the specific workgroup that is responsible for supporting the system or application at the root cause, precisely identifying ownership for problem resolution. Rich policy-based case escalations maximize visibility to issues and alerts workgroup members and management of items needing attention, decreasing mean time to repair (MTTR).
The result? Improved service responsiveness and greater workgroup productivity.
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