ICCM Solutions

Solutions are developed in corporate environment of Assure founded on OpenText MBPM. The application development environment based on processes of Assure supports creation of ready-made solutions and assembly of new applications on the basis of previously developed basic processes and the configured components. Users of solutions of OpenText not only quickly receive results, using our ready-made solutions, but also can easily enter improvements to implement new business opportunities or to emphasize distinctive features of the services.

The ICCM Solutions company which head office is in Malmsbury (Great Britain) has wide client network: about 200 companies from the different countries of the world use the solutions ICCM, including two of five world's largest technical support services.

In November, 2013 the OpenText company announced acquisition of ICCM Solutions company — the partner in development of solutions for business process management (BPM) and the supplier of applications based on the OpenText BPM platform. Since August 1, 2013 the ICCM Solutions company carried over OpenText that allowed the companies to expand a line of solutions for business process management.

Having integrated experiment of ICCM on application development based on components and the leading OpenText BPM platform, the OpenText company becomes the first supplier in the market who created the application development environment for business process management which allows to reuse components processes in BPM implementations. Application of a development environment instead of writing of a program code allows to create new vertical and horizontal applications based on processes, spending for it only about one month. The library of the components services intended for reuse at implementation of applications on the basis of processes at the enterprise helps clients with planning and implementation new and improvement of the existing services. Costs of time are reduced by 25% in comparison with use of applications with tough structure or the traditional approaches to business process management like "net board" offered by competitors. Thanks to acceleration of development process of applications for work with intellectual processes (Smart Process Applications), the OpenText company helps the customers to try to obtain quickly an investment payback and to optimize business processes.

Relying on the best practices and leadership of ICCM in the development area of solutions for management of IT services, the OpenText company released OpenText Assure for ITSM — the latest application based on processes developed especially for management of IT services (IT Service Management — ITSM). The new application covers all process of providing IT services, since formation of requests and finishing with studying, the analysis, problem solving and replenishment of the knowledge base. OpenText Assure for ITSM provides high-quality process management and adaptation and also accelerates integration and development. Providing the fast and predicted implementation, the OpenText Assure for ITSM application is capable to process a wide number of the different requests for service differing by the size and type. The OpenText Assure for ITSM application is capable to process tens of thousands of requests for service a day.

The ready components services delivered as a part of OpenText Assure for ITSM are built in the environment of rendering services based on libraries and infrastructure of information technologies (Information Technology Infrastructure Library — ITIL) which allows to make use of the best practices in the field of rendering IT services in the solution. Thanks to the fact that the OpenText Assure for ITSM components services are integrated with the leading OpenText MBPM platform solutions for management of services differ in reliability and fast adaptability.