Akelon of Service

In January, 2015 the Akelon company announced an exit of new business solution of "Akelon of Service" based on an electronic document management system and interaction management of DIRECTUM. Functionality of the solution allows to simplify considerably work on rendering the services connected with support of IT infrastructure, service of technical and economic providing.

Business solution of "Akelon of Service" is intended for process automation of rendering services to internal and external consumers of the organization, and Akelon is a successor of business solution ": Management of service" (IT.Now 3.0).

Possibilities of business solution allow to automate not only process rendering the services connected with support of IT infrastructure, but also service of technical and economic providing.

Business solution of "Akelon of Service" is based on systems capabilities of Directum, postal services and servers of web access thanks to what has good scalability, has ample opportunities on setup of business processes of rendering services and, including, according to the ITSM standard.

Solvable business challenges

Interaction management
One of business solution components of "Akelon of Service" is the Center of Services portal. The portal is intended for the organization of convenient access for consumers to the directory of services, allows to create appeals to services of service, to control the course of process of rendering service and to perform remote communications with the staff of customer services.

Business solution includes the mail services intended for the maximum simplification of interaction of consumers with services of service and allowing to use such usual tool as e-mail.

Management of service agreements
For management of service agreements the office reference book "Agreements on the Level of Service" which allows to maintain a register of the agreements on the level of service signed with consumers and to regulate using the specified agreements availability of these or those services to different customer groups is used.

Management of the directory of services
In business solution the possibility of submission of the directory of services in two cuts is implemented:

• The directory of services for consumers – the multilevel directory of services in a simple, clear and available type.
• The directory of detailed services – the register of services in a type, convenient for service of service.
  

Management of addresses
Within process of management of addresses the possibility of the continuous consumer service delivery – registration and storage of base of addresses, classification of addresses, the organization of works on rendering services, control of terms and the status of execution of works, remote operational interaction is implemented.

Configuration management
Business solution has broad tool kit for configuration management that allows:

• maintain a register of configuration elements;
• monitor communications of configuration elements with requests of consumers for receiving services;
• register the changes of configuration elements arising in connection with execution of requests.
  

Change management
The change management process is based on use of the specialized magazine which is kept by objects of service and giving following features:

• control changes of configuration elements which arise in connection with rendering services to consumers;
• analyze communications between need of changes and other processes;
• store the change history;
• Element of the marked list to organize decision making processes about need of making changes.
  

Problem management
Business solution allows to maintain the unified register of the revealed problems, to connect problems with addresses of consumers, to fix solutions of a problem and, if necessary, to requalify problems in the known errors.

Management of the knowledge base
Control of the knowledge base is exercised using the reference book "Articles of the Knowledge Base" which records represent in the uniform list of articles and can be connected with problems and configuration elements.