Project: oz ERM (Managed by )
Project Overview
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Introduction |  | Categories |
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Project Category:
Help Desk
Primary Contact:
Elizabeth Kennedy
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Details |
oz ERM ( Entity Relationship Manager ) suite - 6 x DBs - ( Freeware ) Lotus Notes / Domino.
ozNotes.NET oz ERM is a Suite of 6 x Databases that conform to the ITIL V3 framework.
The Service Desk ( HUB ) in a nutshell is a Help Desk, you create Companies, Contacts, Employees or Issues documents in the Entities database you then raise a Incident ( ticket ) against those Entities in the Service Desk ( HUB ) database.
It allows you to log Incoming or Outgoing - Phone Calls, Faxs, Emails or Personal visits as Incidents.
You then track the activities that are required to resolve the incident for the Company, Contact, Employee or Issue.
The Contacts and Employees Views are Sametime ( IM ) aware. The Entities database can be a cascaded address book.
There is a Configuration Management ( Device ) database, this database is where the Automated Audit of each PC is maintained. A list of Servers, PDAs, Routers, Printers and other hardware can be created.
There is a Change Management database, this database is where you create Change Requests, Problems, MileStones and Bulletins. |
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