Services

ITSM Dashboards

GroundWork provides IT Service Management dashboards which support and document the strategic alignment between IT departments and the business units they serve.  In addition to top level activity trends, GroundWork Dashboards provide the support metrics for access, availability, performance, and activity based costing for each business application expressed at the service consumer level.  As a result, GroundWork provides a more effective alternative to traditional forecasts, budgets, and service level agreements.  

Dashboard information is based upon the coherent data models and standard interfaces for the monitoring, service desk, and cost accounting modules used for managing IT.

Service Desk

GroundWork Service Desk is based on open source service desk products.  The system provides work flow based transaction processing for trouble tickets, change orders, employee service requests, process management  tasks, software defects, assets, warranty items, software licenses, and maintenance agreements.

Tickets are used to track work items completed in integrated priority sequence as well as to record the time and materials used in the completion of each task.  The top level outputs provided by Service Desk are performance measures for IT support vs SLA's, and include cost information for input to the IT cost accounting system. The incorporation of these modules not only improve the identification of service delivery bottlenecks, but increase management flexibility and response time in making process operational adjustments for IT services . 

Functions

>  Integrated monitoring platform

for networks, traffic, servers, systems, and applications

> Availability and performance

status mapping

> Pre-processing of events and dependencies

> Auto Fix

> Notification and escalation

> Role-based access control >Scheduled maintenance support

> Self-monitoring and scalable

> Interfaces with ticketing and business metrics

> Stateful calculation of availability

> Flexible data model

Benefits

> Turnkey solution

> Guaranteed results

> Extremely rapid time-to-value

> License-free software

> Third party software versioning

> Complete technology transfer

> Access to best practices & application know how

> Documentation

> Training

> Comprehensive support services