Datasheets-Case-Studies
gen-E Resolve Social ITPA speeds up the adoption of process automation and easily orchestrates critical IT processes across complex heterogeneous systems and cloud environments. This shifts the focus to innovation and customer service improvements, which are key ingredients for growth in today’s business environment. Now, organizations can easily automate the diagnosis and handling of requests and events above and beyond what has been experienced with traditional IT process automation. Resolve Social ITPA has helped customers automate commonly occurring tasks, leverage the knowledge of subject matter experts and define standard processes.
Resolve Service Desk Automation (SDA) delivers faster solution finding and eliminates cut-and-pasting multiple screens to reduce the mean time to resolution for incidents. Leveraging social tools to improve content reduces reliance on subject matter experts resulting in improved quality of service. From workflow improvements alone Resolve customers can see a 50 percent improvement in incident handling times. At one customer, integration into their change management system reduced unintended incidents by 75 percent. Resolve SDA integrates with leading Incident Management and IT Operations tools to build in layers of adaptive intelligence, orchestration and auxiliary process analytics to the KPI dashboards and reports in existence with your Service Desk tools.
Resolve Event Management Automation (EMA) enables better management of application, network and server performance because it is the only solution uniting collaboration and automation into an easy to use enterprise platform. Resolve EMA addresses the critical void left by existing event management systems, which lack the mechanism to group, process and take action on events against a pre-defined framework. Based on a uniquely designed event catalog, Resolve EMA automates hundreds of routine operational tasks by integrating with leading fault and performance management systems to significantly reduce the investment required to quickly automate processes.
gen-E Resolve Transforms Self-Service for a Global Service Desk Organization through Advanced Process, Decision and Knowledge Automation Functionality. The world’s largest banking institutions face many challenges, but none is more pressing on the mind of the CIO than the burden that manual processes inflict on the effectiveness and efficiency of IT. When a top 10 global bank recently sought to reduce this burden, its aim was simple: make a significant impact on the company’s primary strategic goals by improving productivity and reducing costs. To make this happen, executives determined that an entirely new approach to IT process automation (ITPA) was in order.
FICO gives gen-E high ratings for IT service management and automation expertise. gen-E’s Tivoli Netcool services lead to a reduction in IT ticket volumes of more than 60 percent. Best known for the FICO Score-the standard measure of consumer credit risk in the United States-along with popular solutions for managing credit accounts, identifying and minimizing the impact of fraud, and customizing consumer offers with pinpoint accuracy. FICO’s IT service management group runs a lean operation. Due to the time commitment required to keep the existing FICO IT infrastructure operating smoothly, the team’s Netcool implementation got off to a slow start. gen-E’s team of Netcool experts hit the ground running at FICO. After re-deploying the software suite to ensure seamless integration and comprehensive monitoring of the FICO environment, they assisted with the creation of automations to streamline ticketing, change management and configuration management processes.
The gen-E Managed Services group provides a complete platform of software support and administration services for the ongoing operations of IBM Tivoli and gen-E Resolve products. gen-E’s highly skilled support engineers and remote administrators offer you life-cycle support with leading-edge knowledge, tools and processes that are designed for supporting even the largest and most complex operating environments.
gen-E professionals provide the experience, insight and innovation to help companies view and manage IT as a strategic asset. Our consultants have worked with high performance businesses to not only better manage costs, but also to launch new service offerings. We leverage this experience to help you assess the bigger picture on day one. Our skills and knowledge capital give you the insight into defining a solution that delivers the quickest path to value, at the lowest possible cost. As a proven leader in automation, gen-E is committed to providing creativity and thought leadership to a unique solution that advances your specific initiative.
Optimize your software investments through training. gen-E offers User, Administration, Advanced and Fundamentals training for IBM® Tivoli® automation products and Resolve IT process automation solutions. All Tivoli training courses use authorized IBM training materials and are taught by a certified instructor, either online or in-person and in a private or group setting.
Worry-free operations of your Tivoli and/or Resolve environments. gen-E On-Demand administration services deliver certified and experienced remote engineers to provide focused attention to the administration of your Tivoli and/or Resolve Products. gen-E offers packaged On-Demand administration services. The Essentials package has been designed for small-medium environments and the Priority package has been designed for large and/or complex environments.
Consolidated Communications gains network reliability and improved Customer Service with gen-E Resolve IT process automation software. Consolidated Communications offers local and long distance telephone, digital phone, high-speed internet access and digital TV over its technologically advanced IP-based network. Maintaining 24 x 7 uptime across that network - as well as delivering the highest levels of customer service - is essential to the company’s success, which is why in 2010 it chose gen-E’s wiki-based Resolve IT process automation (ITPA) software to support its operations across the U.S.