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With data segregation capability and service strategy built within the application, organizations can operate multiple services desks on a single WSD platform.
Incident/Problem Management

The process of Incident Management focuses on restoring normal services as quickly as possible to minimize disruption to business operations while Problem Management focuses on analysing recurring issues and finding the root cause of the incidents, hence reducing the recurrence of similar issues.

WhiteStone Incident/Problem Management provides tools for incident and problem management to expedite the resolution of issues raised.

This solution has an embedded knowledge management tool that provides additional tools for help desk agents to resolve incidents quickly.

It offers several ways to arrive at the right solution, such as comprehensive text search function.
A dashboard that is available in this module equips the help desk manager with real-time graphical analyses for the monitoring of performance and progress of help desk operations.

Change Management

WhiteStone Change Management provides tools to build policy, processes and changes in any business organizations to meet specific environmental requirements.

  • It ensures that standard procedures and methods are used for all the change processes.
  • It allows users to define and enforce standardized workflow processes for the lifecycle of the entire change process.

WhiteStone Change Management integrates with WhiteStone Incident/Problem Management and WhiteStone Configuration Management. This seamless integration between modules ensures that changes are implemented as planned and complete transparency is maintained throughout the cycle of change.

Change Management helps organizations respond to change promptly by automating the change process from the initial change to its full implementation. Organizations can establish procedures and policies to:

  • Create, modify, and delete changes.
  • Track changes as they are submitted, approved, implemented and completed.
  • Create models to use as templates for commonly requested changes, thus providing consistency and control over change requirements.
  • Notify requesters, reviewers, resources, impacted personnel and implementers of changes in status, upcoming impacts, and required action.
  • Use business rules to enforce business policies and practices during the change process.
  • Use Service Level Agreement ('SLA') to monitor the progress and status of changes.
  • Produce reports on the change management process.
Configuration Management

WhiteStone Configuration Management maintains information on Configuration Items, such as physical assets. Each asset can be broken down into individual components. These components are displayed in a hierarchical manner thus allowing analysis to be done via reports or internal application queries. The Problem and Change Management modules make use of Configuration Item information.

Configuration Management has the following features:

  • Ability to identify assets affected by change requests and problems.
  • Ability to indicate assets scheduled for replacement or retirement.
  • Historical record of an asset.

A problem record can be associated with a configuration item. The SLA Management process will monitor the lifecycle of the problem with the associated configuration item. Change and service request records are tightly coupled with configuration item data.

Self-Service Portal

WhiteStone Self-Service Portal allows users to report and view the resolution status of their incidents and problems as well as request information from inception to resolution.

Self-Service Portal is a complete self-service web portal that enables access by end users to:

  • Raise, update and check incidents.
  • Make and change service requests.

By encouraging self-service, organizations can reduce call volumes and staffing requirements, thus lowering the cost of support.

Integration Framework

The WhiteStone Integration Framework enables WhiteStone Service Desk to integrate with other applications and systems, from complex ERP systems to Legacy systems, seamlessly and automatically, through the use of Web Services and other application integration technologies depending on the needs of the organization.

WhiteStone Integration Framework provides a model for application integration that takes into account the use of various levels of integration techniques such as Data Level, Message Level, Procedure Level, and Object Level integration. Depending on the integration needs of the applications and systems involved WhiteStone will apply the most suitable integration methods requires to achieve successfully integration between WhiteStone Service Desk and other systems.

Knowledge Management

Knowledge Management is defined as information captured and stored for reuse by staff members. It enables staff to gain similar knowledge regardless of their skills and experience.

With broad search capabilities, thus widening the breadth of knowledge that is available to first line support staff, successful Knowledge Management shortens resolution time and increases the resolution percentage of first line support. Also, by providing knowledge through user self-service, the number of service request calls will drop.

Service Level Management

With no clear definition of expected services and costs, organizations struggle to implement a successful strategy and consistent services.

WhiteStone Service Level Management helps customers ensure quality of service, align service with business requirements and monitor key metrics to improve operation services.

Service Level Management monitors and manages the entire service level processes made between different organizations. The application also tracks service level agreements against the Configuration Items (CIs) and the Change or Service Request that was initiated.

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