Productivity 360 is an engine built into the Summit IT Service Management Suite that promotes, employee productivity by providing effective employee engagement tools.
Contextual Information: Whenever, an IT analyst is working on or trying to resolve an issue he can get information regarding all related previous scenarios, resolutions provided, associated problems and associated work orders and change processes carried out as part of the solution. This helps the analyst reuse all relevant solutions provided by all other analysts and thus provide a holistic view of the issue than work in isolation.
Knowledge Management: Any knowledge record associated with the current issue can be worked upon and those can provide additional information to the analysts. Similarly, any new records created as part of the resolution process can be reused for similar incidents in future as well.
Pattern Analysis: Operational Intelligence is not a static framework but needs to be analyze the system and learn from the cases which are created over history of development and engagement with the system by all analysts of the organization.
To learn more about SUMMIT Operational Intelligence, download our data sheet.
Auto-Remediation: Many operations in the workflow are tested for permissions as they are to be evaluated for conditional checks and balances. And human beings tend to observe the fulfilment of the condition and ensure if the operation needs to be moved to the next process. Waiting for human operations in such conditions may not be always needed. A well written and verified script can help process the workflow in the next level.
Resource Fulfilment: This ensure services are fulfilled automatically and workflow is smoothly executed without any intermediate pitfalls leading to faster execution. A reduced SLA and better efficiency for the organization. Think of users being created automatically by Active Directory scripts than an AD administrator creating user records manually when the user joins.
Human Error Elimination: While human involvement is needed for high intelligence touch points, fatigue tends to set in in activities that are repetitive. Although, checklists are important for keeping human beings focused on the tasks, errors cannot be completely eliminated. Automation comes in as a very able solution to these cases. And Service Automation provides a solution in eliminating human errors.
Preventive Maintenance: Common standard tasks can be categorized as a list of scripted tasks for preventive maintenance activities. For example, moving and archiving of log files, checkpointing of databases, backup of DB data every night.
To learn more about SUMMIT Service Automation, download our data sheet.
Rewards and Recognition: Employee conditioning and coaching with a metric based system is a challenge for many organizations. With various teams at play in the organization there always seems a subjectivity in evaluation criteria. Moreover, many times rewards and recognitions are a means to guide good practices of effective working than a performance metric for long run. Gamification helps guide employees understand the team goals. With over 200 parameters to build a rewards framework this tool helps IT organizations build really comprehensive rewards framework.
Performance Metrics: The recognition system built can be supported by the organization performance review process and be used as a quick way to suggest employee engagement to their work environment and motivate the employees to use the tools effectively.
Healthy and Transparent Competitive Workforce: Building transparency in the workforce is a continuous challenge for every organization today. Transparent systems tend to help employees understand and appreciate their work environment. It also helps employees respect the organization processes. Gamification develops a healthy competitive workforce but at the same time transparent rules makes the analyst realize the rewards mechanism is system computed and outside of personal biases.
Skill Assignment: Continuous learning and skill enhancement is a continuous activity in every IT organization today. As IT analysts retool themselves in the new skills they can update their details in the skill management system. Such skills not only are tracked for the analysts but can also help organization find such skills when needed and available during operational execution of activities.
Automatic Ticket Routing: Every activity in the organization need certain level of skills. Organizations typically plan for normal operation of skills and staff each shifts with the most optimal skill requirements. But emergent needs and availability of skills can be a challenge. Summit ITSM platform helps in such situations and ensures availability analysts with the right skills and the incidents can be automatically routed to most suitable analyst. This ensure the incident is given sufficiently staffed for most optimal SLA fulfilment.
Rapid Response: Think of a failure of a system at the middle of the night when the main workforce that engages in the system is off duty. The only person available during the shift is a newly hired executive providing L1 support. While operations intelligence provides him every indication and steps to restart the service he does not have the required permissions to do so. He needs to call the SME who may not be available on call. However, had the SME written a script which the L1 level of support staff could execute this could have been resolved in matter of minutes.
Skill Augmentation: The L1 skill level person can very easily be augmented with the skills and permissions needed by an SME to execute and resolve specific tasks. This can lead to quick first call resolution of the organization.
IT organizations spend more than half of their overall IT budgets in procuring, managing and maintaining IT infrastructure operational. Unless the systems are reliable, maintained regularly and serviced as per vendor agreements, they cannot be resilient to failures nor can they be secured to provide the service guarantees expected out of them. SUMMIT Availability Management is an ITIL 2011 certified module designed to collect and monitor the availability and performance of data across the entire organization. It uses agent-based or agent-less technology and delivers centralized administration and management that helps lower total cost of ownership. It can be deployed on a single platform to manage the IT infrastructure and services in the organization for service providers as well as enterprise customer — whether they are on-premise or on-cloud