Asset Management & Service Desk

Verax Asset Management & Service Desk integrates IT  asset management with service desk processes in order to reduce operations cost and increase customer satisfaction by ensuring timely and consistent service request resolution.

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  • Tracking of internally- and customer- reported incidents in a single, centralized location.
  • Detailed incident information, including:
    • Description, status, reported comments, etc.
    • Notes, categories, priority & urgency.
    • Attachments (screen shots, documents, videos and others).
  • User-configurable templates for commonly used incident descriptions (user can pick a predefined description for increased productivity).
  • “Blocked by” and “Dependent on” lists for proper prioritization of incidents.
  • User-configurable incident categories (e.g. network, application, etc.) with team assigning and task scheduling.
  • Configurable incident lifecycle and statuses that reflect support & service processes and procedures in any organization.
  • Intelligent, automatic incident dispatch.
  • Automation of service requests management (routing rules, escalation rules and priorities).
  • Security and access permissions (access control to incident information through a system of user groups and permissions).
  • History tracking and incident history retention.
  • Configurable, e-mail based notification manager for new incidents, status changes and others.
  • Ability to turn notifications on/off for a single incident.
  • Numbering rules for generating incident and change request identifiers:
    • Multiple, user-configurable rules with firing order,
    • Category and/or customer information matching (i.e. a different numbering schema may apply for tickets generated by different customers),
    • Configurable numbering sequences with start and increment values,
    • Configurable identifier format based on customer or category information (e.g. CUST-CRI-005).
  • Hardware inventory management: servers, hosts, storage systems, memory, network interfaces and others.
  • Software inventory management: Operating systems, firmware updates, software information such as publisher, version, and installation date and others.
  • CMDB synchronization with Verax NMS & APM inventory for CIs (configuration items) like hosts, routers, interface, CPUs and others that are present in the NMS inventory.
  • Asset audit: full history log including information about service requests, reported incidents, etc.
  • User-defined fields for extending and customizing assets’ description.
  • Relationship management: one to many, many to one, many to many.
  • Integration Adapter tool for importing data to CMDB from:
    • SQL databases: Oracle, Microsoft SQL Server, MySQL and PostgreSQL (via SQL queries)
    • Comma Separated Values (CSV) files
    • XML files
    • Other, custom sources via user-defined readers (requires Java coding)
  • Rapid SLA definition via an easy to use GUI.
  • End-to-end incident management.
  • Routing Rules: assigning service requests to specific users or groups.
  • Escalation Rules: sets of rules specifying actions that are taken automatically, e.g. when a service request has not been resolved by its due date.
  • Priorities (priorities of service requests based on predefined parameters).
  • Time tracking with online progress control.
  • Due dates (ability to set up various due dates and resolution times depending on service types).
  • Tracking of internally or customer requested change requests (such as configuration changes, planned maintenance works, etc.) in a single, centralized location.
  • Detailed change request information, including:
    • Description, status, reported comments, etc.
    • Notes, categories, priority & urgency.
    • Attachments.
  • Assigning responsible persons.
  • Visualization of change requests in the calendar view.
  • Full integration with the Service Desk: automatic addition of scheduled tasks.
  • Progress tracking and reporting.
  • Presentation of change requests.
  • Graphical navigation bar enabling easy calendar browsing.
  • Instant access to tips and solutions on how to resolve common issues.
  • Quick and simple creation of new knowledge base items with user friendly WYSIWYG editor.
  • Rich content (ability to attach files, images, videos and others).
  • Improved team performance via effective information sharing and knowledge retention.
  • Generation of reports in PDF, CSV or XLS formats.
  • Graphically designed report templates.
  • Scheduled report generation times (e.g. every Friday at 5PM).
  • Configurable report retention times.
  • Automatic report distribution via email to configured user groups.
  • Support for passing parameters to generated reports such as device lists, time ranges, etc.
  • Security profiles associated with each user defining: password strengths, session timeouts, idle timeouts and others.
  • Access to data (e.g. incidents in particular categories) limited on a per user group basis.
  • Security audit log providing full information on user logins (timestamp, host IP address, success, failure), logouts and denied operations with a graphical interface.
  • Event log for tracing system and user events (e.g. new object added, object deleted, etc.).
  • Logging & tracing services configurable at runtime.
  • Secure communications bus between client and server, ensuring that all exchanged data is encrypted.
  • Easy installation and configuration: no coding/scripting knowledge required.
  • Customizable look and feel.
  • User friendly, rich GUI based on Rich Internet Application technology.
  • Support for full screen mode, high-resolutions, multiple displays and panel hiding – ready to be deployed at Network Operations Centers (NOCs).
  • Advanced filtering capabilities with named filter saving, multiple filter criteria, multiple values in filter criteria and others.
  • Data export to CSV files.
  • Efficient hyperlink-driven navigation for maximum operator productivity.
  • Online, contextual help system.
  • Multilingual user interface changeable at runtime.
  • Filters, incremental search, mini-dashboards, statistics in each main view for maximum operator productivity.
  • System log and configurable tracing levels for easy troubleshooting and support.
  • Flexibility of configuration:
  • Configurable incident and change request views.
  • Configurable priorities and urgencies (color definition, values).

Case study

Learn how leading companies simplified their IT infrastructure management

Nationwide DVB-T brodcasting operator
Proactively monitoring of nationwide DVB-T digital television network and robust SLA compliance reporting.

System requirements

Commercial: Linux, Windows 10, Windows 7, Windows 8, Windows Server 2012, 2016, Oracle Solaris, IBM AIX and HP-UX.

Open source: Linux and Open Solaris.

CPU: Dual-core running at 2 GHz.

RAM: 1 GB of free, available RAM for NMS & APM, additional 1 GB when the database is running on the same host.

Disk space: 1 GB for NMS & APM, additional 3 GB (4 GB total) when the database is running on the same host.

Any mail server supporting POP3 or IMAP (optional, required only for incident reporting via e-mail).

Commercial: Oracle (version 10 or higher), Microsoft SQL Server (2008 or higher).

Free: Oracle Express, Microsoft SQL Server Express.

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