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E-mail:
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info@softlibsw.com
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Main:
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+972-8-915-3833
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Sales:
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+972-8-915-3832
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Support:
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+972-8-915-3822
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Fax:
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+972-8-915-3827
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2 Ha'melaha St.
Hadar Building
Nothern Industrial Park
Lod, Israel 71520
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iDoc, IT Technical Information Management for Cost Control and In-Production Efficiency
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- Incidents management and problems resolution processes are built of 3 phases, incident/problem identification, solution identification and solution execution.
- While IT executives strive to automate as many IT tasks, and make their systems “breathing”, the workflow of identifying a solution to a problem/incident and acting on it remains very manual.
- Every IT task begins with searching for and reading the most relevant technical information. This process often takes as long as fulfilling the task.
- Employees waste about 25% of their time trying to find information they need in order to fulfill their daily tasks (Forrester Report). In IT organizations this easily translates to millions of dollars which often go unnoticed.
- On average, over 50% of the time from flag raising to resolution is spent on searching for the appropriate solution. The lost in-production time is often priceless.
- IT operations are diverse physically, geographically & technologically. Therefore, governing how problems, errors, tasks are approached is increasingly difficult.
Due to the ever-growing flood of IT technical information, in order to identify
the relevant solution/technical information IT professionals often:
- Digging mountains of books and manuals.
- Googling for hours/days.
- Asking their team leader/guru.
- Calling internal technical support
- Calling external (vendor or outsourced) help desks technical information.
iDoc, The Solution
Softlib’s flagship product is iDoc, a server-based unique solution that combines software and content. With iDoc IT professionals can immediately and easily identify the relevant and only the relevant solution they need. With iDoc IT professionals can easily retrieve the most relevant data of any vendor, any platform, in any location and in any format (Mainframe to dot Net).
iDoc gives IT professionals a user friendly single point of access to any relevant technical information of the following three sources
- Vendors information: all the relevant technical information provided by the enterprise's hardware, software and communication vendors. Information updates are done automatically on predefined intervals, e.g. once a day.
- Internal information: all the IT related technical information that was created within the organization regardless of format and location and based users' access permissions. E. g. internal applications documentation, help desk answers, "think tanks" conclusions, technical regulations and more.
- Professional web sources: pinpoint relevant technical information from professional newsgroups, forums and blogs that is relevant to the IT users' needs. Information updates are done automatically on predefined intervals, e.g. once a day.
Softlib offers two configurations to best match your operational needs:
- A stand-alone IT technical information portal or a link in your corporate/IT organization portal
- An integrated part of your ITIL environment. iDoc architecture includes connector to the IT/organization portal, connector to the Service desk and connector to the problem management system. Softlib also created the architecture for a CMDB connector that will allow very efficient mapping of current software and hardware inventory and matching of required technical information and documentation. It will also allow for automatic identification by iDoc of new additions to the client IT infrastructure, and addition of relevant IT technical information.
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