"The business environment" implements an incident management system

On February 3, 2014 the OmniNet company announced implementation of the joint project with Business Environment company on development of a configuration of the software of OMNITRACKER.

Project Tasks

"The business Environment" works in the field of creating favorable conditions for development of the partners - representatives of small and medium business. With growth of number of transactions, control over incident management processes and requests for rendering technical support began to purchase bigger value. There was a need for a time supervision product for the solution of assigned tasks, ensuring reliability of the statistical data obtained for lifecycle of addresses, monitoring of the current works and load distribution among the staff of the company.

One of requirements in the choice of the software - capability to consider specifics of transactions of Business Environment which success directly depends not only on quality of work of internal specialists, but also on service quality, provided by external suppliers. The effective instrument of control capable to function in a complex system of escalation of requests which, depending on specifics, can be sent to either specialists of the company, or the suppliers providing services to the end user is necessary for Business Environment company. High dynamics of changes, characteristic of small business, was considered – in similar conditions the tool if necessary had to allow to make changes to the built-up processes of a configuration quickly.

A system should make calculation of necessary actions, regulate introduction of penalties at mismatch to the approved indicators stated in metrics of SLA, make management decisions at the different levels, including, and automatic.

Selected the OMNITRACKER platform - as the most optimal, in terms of quality and functionality. It also formed a basis for development of a configuration of the software.

Project Progress

The project was executed by forces of experts of OmniNet with the assistance of specialists of Business Environment.

Taking into account features of working structure of the company the system focused on interaction of all levels of support, which is consolidating information on addresses, monitoring stages of their lifecycle including step-by-step actions, date of accomplishment, real time of the solution and compliance to terms of agreement about the level of provision of services is developed. Also within the project several enough flexible interfaces for integration are implemented: web services, the gateway for integration by means of e-mails, import and export of files.

Project Results

"The joint project with Business Environment was very interesting and unusual in terms of assigned tasks and their implementation. Thanks to similar projects we see that we selected a right way of development, which basic principle – development of the solutions focused on individual needs of the customer" - Michael Dobner, the CEO of OMNINET of Russia and CIS noted.