Product modules


 

 

Introduction

 

Quism has a modular product structure with quick and easy installation and implementation. You can make your own selection from the available product modules.

 

We offer the standard modules, which support the work processes and additional modules with additional functions. Also every Quism installation comes with the framework modules for setting up and maintaining the Quism functional framework.


 

Standard

modules


 

Incident

*

 

For quick and complete registration of all customer or user calls. You can use this module to register and handle all incoming questions, change requests, remarks, errors, incidents calls, bug reports, reservation requests and requisitions at the servicedesk.

 

This module offers:

 

Wizard registration, quick customer lookup, replyable e-mail confirmation, service request classification, SLA monitoring, CI integration;

Support for efficient service request handling. Also dispatch, escalation, notification and planning functions are avaible;

For progress monitoring, quick reporting, exception notification and automated configurable management reports as standard functions.


 

 

Configuration

*

 

You can use this module for maintaining the efficient use and deployement of all your business facilities. All relevant asset information and the service history of you equipment, infrastructure, licences, documentation is available. The Quism Configuration module offers functions for:

 

Quick registration, search and selection, batch export/update/import and edit;

Automated invententory, user linkage and discovery of computer CI's;

Flexible CI attribute and component registration, supporting computers, printers, network, equipment, instruments, documentation, logical objects, keys, rooms, furniture, building installations and vehicles;

Product catalog, ordering, reservation, stock level monitoring and notification.


 

Problem

 

The Quism Problem module support the registration, analysis and resolution processes for defects, bugs and errors. A structured problem management approach as offered by this module helps reducing downtime of affected components. Available functions comprise:

 

Problem escalation from incidents, information inheritance, multiple linking, direct module registration;

Priority, progress log, classification, release and change management integration;

CI linkage, indirect incident update, user replyable updates by mail;

SLA level monitoring and notification, quick reporting and automated configuratble management reports.

  Incident Overview tab

Incident Overview tab


 

Change

 

You can use the Change module to register and analyse change requests and handle CAB approved changes. It supports change planning with milestones and a workbreakdown structure into workpackages. Workpackgages can be use to estime effort, for resource allocation and monitor and control scope during implementation.

 

The Change module supports both service management change processes and release based application management (BISL) or product development and project oriented business processes.

 

Module functions are:

 

Change registration and handling, generation from incidents and problems, multiple linking;

Priority, progress log, classification, release and incident and problem management integration;

CI linkage, indirect incident and problem update, user replyable updates by mail.

SLA level monitoring and notification, quick reporting and automated configuratble management reports;

Change templates, project workbreakdown structure templates, workflow definition, activity authorization.


 

Service

level

 

The Quism Service level module supports the registration of customer agreements on response and handling times of incidents, problems and changes. When incidents, problems and changes are registered or escalated the linked service agreement and priority determine the response times and expiration notification for the various handling activities, response time, analysisys and resolution times.

 

It is also possible to use this module to monitor the validity and duration of your support contracts, both internal for the servicedesk and external for your suppliers.

 

The Service level module offers functions for:

 

Contract duration and reminder dates, daily service time window definition, function related service costs;

Linking of customers, fixed and periodic service effort quota;

Service level reporting and notification, CI integration.


 

Servicedesk

 

This module offers a complete overview of all activities performed by the service management staff. Information is presented in user definable dashboards, task lists, calendars, overviews and graphs. All future planned and past activities are shown in a chronological order together with service level expiration notification. Custom filters offer a quick change of viewed service information.


 

Release

 

The Quism Release module consist of two submodules, Release Units and Release Groups. The module supports application management for releasing new product versions. It offers release based tracking of implemented changes and resolved problems to end users or customers.

 

Changes can be grouped into new releases and the release lifecycle and implementation status can be reviewed and controlled. This module works closely together with the Quism Configuration, Prolem and Change modules.


 

Framework

modules

 

The Quism framework form the basis of a Quism implemetation. It consist of a number of modules which you can use to perform the initial set up and for maintaing the operational Quism configuration. The Quism framework is based on the following modules:

 

Organization

and Security
You can use these modules to register or import the information about your customers, end users, suppliers and service organization. You can create accounts, set the authorization and access rights and record contact and department information, e-mail, phone, adresses and locations. Quism also supports the integration and synchronization with external datasources, for example the Active Directory forrest;

Report


Quism has functions for quick reporting, statistic reporting and a separate Reporting module to create custom automated reports. You can define you own lay-outs, styles, datasets, reporting frequency and report distribution types. This allows you to create extended or consise reports for management information, periodic service reviews, progress monitoring and other KPI's using tables, lists and various types of graphic presentation;

Expert


This module contains the Quism Expert system. You can use it as a central repository for all your business expertise and documentation. It offers a classification and authorization structure and various search options integrated in the Quism modules. You can use the information to resolve incidents and problems or to offer solutions to customers when registering new service requests on the customer portal. Also you can create automatically new Expert content from the resolution of incidents, problems and changes.

Administration


The Quism Administration module forms the entrance to the configuration of the Quism framework. Here you determine how Quism will function for your organization, the modules and functions that are available for the Quism users.

You can use the Administrator module with the Quism Adminstrator account and it consists of various submodules for defining functions, login accounts, authorization, standard data, drop down lists, group membership, personal, organization and module settings and defaults.

This module offers also functions for maintaining all the e-mail settings for sending, receiving and processing e-mail and the standard (default) mail texts, layout and templates used by the Quism modules;

  Incident detail report

Incident detail report

 

Archive
You can use the Archive module for creating Quism archives. This makes it possible to store obsolete Quism information outside the main Quism database into separate archives. When moving information into an archive, the database relations are resolved, keeping the operational database consise and organized. Archive functions are integrated in the Quism modules and available only to authorized users;

Online-help


The Quism Online help module is directly accesible from the main menu. It contains direct access to all the Quism user, reference, installation and administration documentation. Also functions for diagnostics, logging and tracing of operational use are available from the online help menu.


 

Additional

modules

 

We offer additional modules to further meet your product requirements. Additionally we can provide tailor made components for example for registration and handling wizards, dashboards, forms, reports and external interfaces;

 

Quick

Access customer portal
This is a separate customer or end user portal website to offer 24/7 access by a virtual servicedesk. Authorized customers can login our using single sign on to record, view the progress or update incidents, problems or changes. Also authorized access is offered to the Expert system to provide solutions and documentation for routine service requests. The Quick Access Quism portal module is fully customizable through the Quism Administration interface with the QA content management module and supports multi language and multi instance usage;

E-mail


The Quism E-mail module offers fully automated processing, reply and notification of mail based service request. All incoming mail formats are supported including inline graphics and attachement processing. The E-mail module also supports authorized reply processing and can be used for incident, problems, changes and contacts;

CI-inventory


You can use this module to automate you computer configuration management. New computers are automatically discovered and recorded in the CMDB with all relevant asset information and hardware, network and software components. You can define you set of required components in order to keep the information comprehensive;

 

 

Escalation


The Quism Escalation module offers monitor, escalation and notification functions of service levels and other importent service moments. This module operates in close conjunction with the Incident, Problem, Change, Service level and Configuration modules;voor het signaleren van belangrijke momenten en het aflopen van periodes. Voor bijvoorbeeld reactietijden, servicelevels, garantie- en contracttermijnen. Deze module werkt nauw samen met de Incident, Probleem, Wijziging, Service afspraken en Configuratie modules;

Mobile

App and Web services
For mobile service management applications, you can use the Quism App together with the Quism webservices module for registration, update and realtime notifications. See for more info the Quism App page;

  iPhone Quism App login

iPhone Quism App login

 

Migration, Import and Export.
Various tools are and integration solutions are available to quickly implement and to keep you Quism service management environment up to date;


 

Miscellaneous

modules

 

Various other modules are available to meet specific user requirements. We are working in several projects for product development and R&D. New modules and functions are released at a regular basis. At the moment you can choose from for example the modules:

 

Statistics;

Inspection;

Purchasing and Invoicing;

Forum;

CTI, chat and Moment messaging.

 

Please contact us for more information.


  QPIT BV
Schiekade 830
PO box 299
3000 AG   Rotterdam THE NETHERLANDS
Phone: +31 10 243 9373
Email: quism@qpit.nl or use the info form
Website: www.qpit.nl