With all of the numerous touch points that IT initiatives travel through, lines of communication can get lost along the way, causing: duplication in responsibilities, breaks in process flow and difficulty foreseeing change. These complexities reduce productivity and add greater time and cost to services and projects performed.
WebSPOC was developed with the knowledge that Service Management efficiency requires a centralized collaboration system that combines automated business processes and human task workflows. Services managed by IT, such as procurement, installation, or disposal of equipment, all require some level of manual intervention, as do projects such as technology roll-outs. Through WebSPOC, processes are visually mapped for contributing team members to view their role within the big picture, along with any needed skill requirements and technical procedures.
With so many organizations evolving to multi-sourced structures, WebSPOC's process routing capabilities also allow organizations to integrate with equipment supplier and service provider systems, permitting the procurement of equipment, dispatching of technicians, and monitoring of service quality and performance.
Through WebSPOC, organizations have the assurance that information is securely distributed to internal and external service providers in an optimized sequence. With a dashboard view of the status of each task performed, managers can monitor the performance of knowledge workers in relation to their service levels, and once a task is completed, rate their performance.
Real-time reporting of incidents, work groups and quality control provide the analysis necessary for process improvement.
WebSPOC has an open interface that integrates with leading helpdesk applications, such as HP OpenView, BMC Remedy and CA Unicenter. Provisioning and maintenance-related IT services can be handed off to WebSPOC, as well as infrastructure Change and Release Management activities. A bi-directional feed ensures requests managed and closed-out by the helpdesk are inclusive of all information within WebSPOC.