Data and Database Management Software
Software offers consolidated view of IT service management.
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Press Release Summary:
SingleView IT delivers web-based framework for monitoring IT service-management (ITSM) operations across enterprise. In-depth view suits managers of help desks, network operations centers, and call centers who require timely access to accurate status information. Framework can be used to track and monitor trends, receive critical alerts about current conditions or events that require immediate attention, and automate data collection from any internal/external source.
Original Press Release:
PureShare SingleView IT Provides Consolidated View of IT Service Management
Web-based dashboards optimized for help desks, network operations centers, call centers
OTTAWA, Feb. 5 -- PureShare, a provider of software products that enable better business management through metrics, today announced the launch of PureShare SingleView IT, a web-based framework for monitoring IT service-management (ITSM) operations across the enterprise.
Built upon the PureShare ActiveMetrics platform, SingleView IT provides an in-depth view of ITSM operations that is ideal for managers of help desks, network operations centers and call centers who require quick access to timely and accurate status information. They can use the framework to track and monitor trends, receive critical alerts about current conditions or events that require immediate attention, and automate data collection from any internal or external source for a more comprehensive view of the factors that have an impact on service levels.
"In developing SingleView IT, we brought together metrics and best practices from clients spanning Global 1000 companies through to mid-size organizations into one package," said PureShare CEO Christopher Dean. "This acts as a jump-start, enabling busy managers to eliminate manual reporting and get access to clear, timely answers all in one place. Now they can focus on addressing areas of maximum impact rather than struggling with access to information."
Metrics are gathered from key systems, including incident, problem and change management, automated call-distribution systems, network and system-management tools, and knowledge bases. Targets such as service-level and operating-level agreements (SLAs and OLAs) are incorporated into the interactive dashboards and can be edited directly or drawn from any sources, including spreadsheets. Like all PureShare products, SingleView IT is data-source agnostic, integrating information in any format from any source including non-IT applications such as CRM, ERP, data warehouses, or anywhere else data is stored.
The framework offers organizations a truly complete picture of ITSM performance in the context of business targets and objectives. SingleView IT enables executives, managers, supervisors, staff and even customers to clearly see how service-management performance compares to objectives, SLAs and OLAs. Graphical displays are tailored to each group's unique perspective and show a different level of detail based on security rights. Each user is given access to an interactive portal that displays the operational metrics that matter most, while a consistent view of operations is established across the organization.
This approach represents a significant departure from traditional reporting and single-source dashboards incorporated into IT applications. By consolidating metrics from multiple sources into a single display, users gain a better understanding of business performance without having to manually merge information. In addition, since the metrics are being continually monitored, information is always current and the framework provides a proactive early-warning system with notifications and alerts.
Another unique aspect of the framework is that it enables motivational reporting, an emerging approach to performance management that uses engaging visual display metrics to motivate staff. PureShare clients are using this capability to introduce incentive programs and friendly competition. For example, team objectives around areas such as customer surveys or knowledge-base entries can be shown using race graphics indicating how teams or team members are performing in relation to one another. These same features are used to enable map-based displays and other creative presentations of enterprise metrics.
The web-based dashboards incorporated into SingleView IT can be easily accessed from anywhere. The views provided are ideal for displaying on plasma or LCD monitors in operation centers and are also accessible via mobile devices such as a Blackberry or PDA. The framework can be incorporated into web portals such as Microsoft SharePoint or can become a portal for other web content.
About PureShare
PureShare develops software products that are helping define the next level of business communications. Through PureShare solutions, business leaders gain direct access to answers for their mission-critical questions via interactive web dashboards, creating a powerful and immediate feedback loop for the entire organization. Headquartered in Ottawa, Canada, PureShare and its VAR and OEM partners deliver solutions to a worldwide customer base, including the Global 1000, large-to-midsized companies and public entities across many industries. For more information, please visit www.pureshare.com.
PureShare and ActiveMetrics are registered trademarks of PureShare.
