Documentation

bpm'online service enterprise
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Bpm’online service enterprise overview

Bpm’online service enterprise can be used to handle a wide range of tasks. These tasks can be grouped into a number of functional blocks.

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Single database of service recipients

With the help of the Accounts and Contacts sections bpm’online service enterprise maintains a centralized customer database. The application can be integrated with social networks, enabling you to populate the contact database with information. The features include locating and merging duplicates, grouping and filtering and advanced analytics tools.

The [Accounts] section

The [Contacts] section

Single point of contact

The corporate social network of the company is designed for the internal discussion and posting news. Bpm’online service enterprise also provides convenient means for maintaining your work schedule and planning future appointments and tasks. The Activities and Feed sections are designed specifically for handling such tasks.

The [Activities] section

The [Feed] section

Managing service catalog

The Services section is designed as a single catalog of services provided by the service team. Here, you can assign the team, and specify the response and resolution time for handling cases related to the service. The history stored together with the calculated information summary represent the complete view of the quality of services provided.

The [Services] section

Managing service agreements

The Service agreements section records individual requirements for each service: a list of service objects, services provided, response and resolution times and a service calendar. Based on the entered data, the application will calculate the response and resolution time for each case. Besides the SLA contracts, bpm’online service enterprise also allows you to manage operational level agreements (OLA) and underpinning contracts (UC).

The [Service contracts] section

Managing incidents and service requests

The case management business process, which is the foundation of the Cases section, represents the world's best practice and complies with ITIL recommendations. The process allows you to simultaneously handle a large number of incidents and service requests as the system suggests the necessary steps for each stage of case processing, from registration to case closure.

Bpm’online service enterprise will help you select a service contract, define the best skill-team for processing of a particular incident, calculate expected response time and provide SLA-compliant resolutions, manage the case management process and collect customer feedback.

You can use customized analytics for estimating the efficiency of the service team and identifying bottlenecks in the process.

The [Cases] section

Self-service portal

In bpm’online service enterprise, users can register cases on the self-service portal without any need to contact the service team by phone or email. This reduces the workload of the service team and increases case processing efficiency. Furthermore, customers can track the resolution progress of the case, chat with the service team, and search for a solution in the knowledge base.

Self-service portal

Managing problems

When you detect events that lead to an increase in the number of similar incidents, or when there are common functionality errors found, you can register problems and plan your problem removal activities. When you register a problem, you can specify its connection to a service or a configuration item that has that problem. When you register an incident, you can specify its connection to a problem that might have caused it. You can analyze such connections to identify common trends and effectively eliminate sources of the problems.

The [Problems] section

Managing releases and changes

Use the Releases section to store records regarding your work on updating products and configuration items. You can monitor the scheduled and the actual release dates on each stage and the working time required for the release, as well as keep track of new versions and analyze the implementation results.

Use the Changes section to schedule standard changes and implement urgent ones. This section is used to register all changes emerging from the IT infrastructure and affecting the services provided.

The [Releases] section

The [Changes] section

Managing knowledge

Knowledge base is the source for information about case resolution. Here, you can store answers to the most frequently asked questions, excerpts from documents, company regulations and other useful information. The articles can be supplemented with files or links to web sources, consolidated in groups, and commented on.

The [Knowledge base] section

Configuration management

The Configuration items section is used to register all the IT infrastructure items. For example, you can use this section to register information related to equipment, software, communication networks, POS terminals and such. Registering the information regarding the users and configuration items will help you organize your data in a single source. You can detect identify and timely eliminate potential problems for any configuration item by monitoring its status and case history.

The [Configuration items] section

System designer

Section wizard

Detail wizard

Workplaces setup

Data import

Users and roles management

Analytics setup

Mobile application wizard

 

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