The Platform

The Aurus Enterprise Service Center is a powerful platform for Services and Business Process Management. Combining advanced features, the platform is highly flexible, easily and completely configurable, which enables the user to configure tasks, activities, workflows and processes. This allows the user to adapt the system to their company’s needs and business model. Developed to work under ITIL and COBIT best practices, RUP methodology and Project Management Institute (PMI) PMBOK processes, the system enables managing and automation any kind of Process and Services, that can be used for all business areas, in one single Platform, with fast implementation and friendly easy-to-use interface.

WORKFLOW/BPM

The Enterprise Service Center is the ideal tool to put into practice Business Process Management (BPM) best practices recommendations, defining custom services workflows. Information, documents and/or tasks are forwarded automatically to the professionals that perform each action. This automation enables the verification of key time metrics for the performance of each activity.

CATALOG OF SERVICES

Each user group can have their own Catalogue of Services. The administrator can set which catalog should be accessed by each user. Marketing professionals, for example, cannot have access to human resources requests, such as hiring or firing employees and vice versa, but everyone can make IT requests.

NOTIFICATIONS

Automatic alerts are sent via email or SMS to inform professionals involved in the task updating the status of the service. The administrator defines who will receive the notifications and when they will receive them. This can occur in any status change or upon a defined event, e.g. an activity that is about to extrapolate the SLA.

REQUEST TYPES

Request of information, booking equipment, reporting an incident, change requests or any other type of service request can be configured on Enterprise Service Center. Once configured, the requests types are associated with configuration items in the catalog of services.

Phone Support

Allows register every demand when it is not necessary to go through a stream of care. This is one way to keep control over Service Desk attendance by phone.

INCIDENT MANAGEMENT

The incidents are stored within the Inquire Registry, where any other file could be attached. Easy access to those documents help streamline the customer service.

PROBLEM MANAGEMENT

Open calls on the Service Desk could be linked to other calls, making it easy to handle same-cause problems.

SERVICE MONITORING

Information availability is one of Enterprise Service Center’ major advantages, on which the Service Monitoring plays a key role. Service status graphs and traffic lights display status changes and help the administrators and attendants to visually control the pending processes.

AUTOMATIC TASK SCHEDULING

The task routine scheduling enables the distribution of tasks to the least busy attendant and automatically escalate the level of service, in accordance with the guidelines established by ITIL.

QUALIFICATION

Customer service satisfaction surveys can be carried out with Enterprise Service Center. As soon as a given service or process is closed, the user is able to rate the service or even request it to be resumed. By doing that, the administrator can determine the quality of services performed.

CMDB

Integrated with the platform, the CMDB can register an inventory of any type of company assets, including the association of assets with other assets, services and/or users. The registrations forms fields can be customized, increasing the identification of each item. All data and historical interventions are stored, and can be displayed, facilitating the management. According to ITIL, all company components that must be managed – both equipment and human resource – may be considered inventory and are therefore, controlled by Enterprise Service Center.

DISCOVERY

Equipment inventory information can be collected automatically at a great level of detail.

SERVICES LINKED TO INVENTORY ITEMS

The Services may be linked to the inventory items , providing information on costs associated with supporting each equipment or manufacturer.

FAQ

Helps requesters solve their issue before opening a request, or can present how each process works. The content is editable by System Administrator, and can be updated using users suggestions, upon administrator approval.

AURUS MOBILE

User can open and approve requests within their competence, view progress of their processes and qualify services on mobile devices, using the ESM mobile interface.

REPORTS

Preconfigured reports containing information about all processes and requests, attendants, customers and requesters are automatically generated by the platform. New reports can be created by the sys admin and distributed to users.

SOLUTION ARCHITECTURE

The Enterprise Service Center was developed on the .NET platform , combining high productivity and flexibility the strength necessary to an application. The platform has web interface , simple and agile with a focus on productivity. Using the N- Hibernate as a technology to extract information from the database and may be implemented in versions MSSQL Server or Oracle . It allows you to integrate with Active Directory in order to use the same organizational structures ( users, groups and permissions) for its users, including the same login.