ITSM | IT Service Management | Intelligent Automation

To be customer value-oriented, Cloudwise ITSM integrates theories and technologies such as ITIL, agile development, and knowledge graph to help users build a high-quality and efficient IT service management system. Cloudwise ITSM also helps enterprises to master the advanced operations and management processes, and empower customers for digital transformation.

IT service management

Provide a series of data value mining and analytics capabilities for different business scenarios and fields.

Desk

Integrate technologies such as ITIL, agile development, and knowledge graph based on years of in-depth industry practice of Cloudwise with value as the center, help companies master the rapid operations management process, and facilitate digital transformation of enterprises.

HelpDesk

Cloudwise HelpDesk is the product implementation of the HelpDesk practice concept in TIL4. Through the instant chat platform, the communication channel between service consumers and service providers is connected, so as to help users solve problems and meet their service requests.

WiseBot

Based on technologies such as NLP and semantic similarity computing, through certain carriers such as Web, IM, and mobile APP, provide users with 7*24 hours of self-service Q&A service in the field of IT operations, improve communication efficiency, and reduce labor costs.

User scenarios

IT service process management

Improve the practical ability of ITIL and provide the service management processes such as service request, fault, problem, change, release, configuration, and service directory management.

Service level and quality assessment

Evaluate the work efficiency of IT service personnel based on the ticket SLA. Evaluate the quality of enterprise IT service by monitoring all kinds of ticket data. Quantitatively evaluate the results to continuously improve the service quality.

Daily work management

Provide solutions for IT operations by routine, duty, article, change, messages, and data report.

Advantages

Adequate workflow template

Out-of-the-box and built-in typical ITIL workflow can meet the general needs of enterprise IT service management.

Flexible workflow engine

ITSM has an efficient workflow engine that supports diversified ticket workflow, multiple ticket processing and assignment methods, and dynamic forms, and manages tickets in any scenarios.

Mobile

Support mobile office. H5 can freely connect to WeCom, DingTalk and other apps to perform mobile operations.

Intelligent assistant

Support NLU conversations and operations and provide end users with QA questions and answers, ticket assistance, monitoring assistance, inspection assistance, service requests, and task script services to improve efficiency and reduce costs.

Quantifiable value model

Establish valuation methods and assessment systems based on the quantifiable value model of ITIL4 and create values by IT services.

Intelligent automation

Use integrated AI technologies and automation tools to implement automatic assignment, automatic creation, automatic execution, fault self-healing, and service request automation of tickets.

Integrated with Cloudwise solutions

Connect various activities in IT operations and service management, support users to build a unified IT management and control center by using Cloudwise solutions, reduce the complexity of platform service interfaces, and effectively improve the utilization of enterprise IT resources.

Professional service management consulting

Cooperate with partners and experts to provide customers with inclusive IT service management consulting, and help enterprises to build or improve the IT service management system.

Cases

Unified and efficient summary

Provide a unified ticket service portal, accept various requests for services, faults, and changes, and monitor the whole workflow of ticket processing, which realizes a comprehensive response to IT services.

Flexible form design

Provide built-in rich form fields and support dynamic forms, groups by field, and form tab configuration to meet the requirements of ticket customization in various scenarios.

Visual ticket workflow

Provide a visual ticket workflow setting panel and a wealth of visual controls. Users can create ticket workflows by dragging, which is simple to operate and easy to use.

Customers

YUEXIU

SANY GROUP

Use ITSM to increase the value of IT services

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