Incident Management

The goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

Includes incident detection, classification, support, analysis, resolution, and closure.

Access Management

This process aims to grant authorized users the right to use a service, while preventing access to non-authorized users, the service may be data, function, asset, service, system, or product.

In addition to granting rights, access management revokes rights when a user’s status changes through transfer, resignation, or termination.

Report Requests

This process aims to automate the process for handling reports requests coming to the BI/Reporting department in the IT directorate from all other directorates. This will help improve response time in handling requests and provide a way of tracking these request to check if it’s compliant with the SLA between departments.

Change Management

Change Management aims to control the lifecycle of all Changes to core-business systems. The primary objective of Change Management is to enable beneficial Changes to be made, with minimum disruption to IT services.

Assets Tracking

Assets management is the implementation of a database that includes details of the organization’s elements that are used in the provision and management of services. It also contains information that relates to the maintenance, movement, and problems experienced with the registered Items.

Vacation/Leave Management

Manages leave and vacation requests to show request status, add custom time-off types, with the ability to define special days where employees cannot request time-off and display balance in hours or in days for leaves/vacations.it also contains Multi-level approval process.

Helpdesk

Includes collaboration on tickets, Tasks re-assignment, Knowledge Base, notifications, Reporting, reminders & Escalation, three routing options: Direct assignment, SPOC and Resource Pool.

Enterprise Project Management

Manage projects portfolio through creating project schedule, assigning tasks, managing resources availability, time-sheets, project documents and workflows

Capture Documents to Sharepoint and Office 365

Connect to document libraries then to capture and push documents to SharePoint. It extends SharePoint permission and data models