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The GPS of Service Management tools

 

 

 

A customized front end solution for HP Service Manager offering you the tool support you always wished for:


 
  • Rapid implementation
  • Instant value add to the Service Desk
  • Modular structure
  • Simple, intuitive and user friendly.

 

 

The solution - eXpresso

 

Globicon’s eXpresso solution focuses on simplicity and usability. It guides you to your service management goals like a GPS navigates you  to your destination. Our offering includes:

 

  • A ready-to-deploy Service Management solution based on HP Service Manager.

 

  • Simple and user-friendly screens.

 
  • Graphical flow presentation offering immediate traceability across all modules.

 

  • Interactive processes with an embedded user manual. Processes are linked with the tool from overview over detailed procedures to tool specific work instructions.

 

  • Cross Module Matching allowing for a higher first solve rate by offering matching towards Incident, Problem, Change and Knowledge records.

 

  • HTML Views allowing for up to date look and feel on emails, notifications and prints.

 

  • System Administration made easy with a newly tailored GUI.

 

 

ValueAdd modules - your benefit 

 

Globicon provides eXpresso ValueAdd modules which can be implemented on any HP Service Manager solution. A few are highlighted below:

 

  • With its own Knowledge Light eXpresso enables you to benefit from the efficiency raise that a knowledge base can offer to the Service Desk. Via matching eXpresso presents knowledge articles that can help the Service Desk close interactions. This raises the first line resolution KPI.

 

  • Request Management Light is an eXpresso solution to a simplified way of supporting the Request Fulfillment process. Through our flexible Request and Work Order models you gain a very powerful yet simple and easy workflow engine.

 

  • Work Order Model concept available in the Incident and Problem Management modules allowing the use of work flows to support your needs.

 

  • Advanced Integrations provide an easy way of federating and importing data. eXpresso offers several Data Model Mapper (DMM) adaptors, e.g. uCMDB, RDBMS, LDAP, XML and more. The specialized HP Service Desk adaptor will support your migration project.

 

  • eXpress Keys. Are your Service Desk operators complaining about having to use the mouse for navigation? The answer is Globicon’s eclipse plug-in which enables keyboard shortcuts leading to decreased handling times.

 

  • Service Level Management Light is an eXpresso solution to an efficient handling of Service Level Agreements. With our SLA definitions it is easy to define agreements.  Executing and monitoring of SLAs is made easy by the tool implementation.

 

 

 

 

  

 

 

 

 

 

 

 

Information

 

For more information please contact

 

Philipp Koch

Solution Architect

 

Email: pko@globicon.dk

Phone: +45 3161 2167

 

 

Download eXpresso productsheet.