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Mandate
ISIS
Mandate
ISIS – The Dynamic IT Governance System
Mandate ISIS is a web based IT Governance and Help Desk
Management Tool that provides complete user support,
risk management and best practices enforcement on all
IT activities, projects, processes and people for Corporate
IT department and Professional Service organizations.
Mandate ISIS is a unique
tool for the professional corporate IT department and
IT service providers who have the desire to tackle IT
service delivery at its root, not only Mandate ISIS
provides a system that yield visibility in all user
support service delivery and processes, it will results
unprecedented uplift in staff productivities and quality
improvement for the entire organization.
| Mandate
ISIS provides: |
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Individual
administrator console for each business location
to allow local resource planning and management
with roll-up from regional view or consolidate global
view that resemble true multi-national organizational
hierarchy |
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A
full picture over all IT service deliveries and
staff within an organization across all disciplines
and all geographical locations |
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A
best practice implementation tool to help keep staff
on track as to meeting expectations, minimize mistakes
and show progressive improvements in delivering
world class IT services |
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Complete
record trail on all IT activities and communications |
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Efficiency
in resource (staff) utilization and reduce operating
costs |
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Elimination
of unnecessary emails and tag all communications
to the precise task for future reference when needed |
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Elimination
of unnecessary emails and tag all communications
to the precise transaction for future reference
when needed |
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Increase
time for all staff and be more productive |
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Instill
transparency and prevent cover up that yield visibility
to senior management |
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Instant
“on line” analysis allow IT management
to be up to date at all time on IT projects, Service
deliveries, staff performances, communications,
staff work loads and quality of the work in progress
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Free
up more time for the IT management so that they
can concentrate in affairs relate to strategic improvement
and planning |
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Project
alert as a risk management tool to IT management
that would require interventions when necessary.
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Room
to act before problem escalated and deal with it
while containable |
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Proper
control and effective people management |
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Enforcement
of IT policies, Standards and Best Practices |
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Provide
performance monitoring on all staff and all IT activities |
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Risks
& issues logs prevent human oversight and achieve
timely resolution. |
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Tagging
of documents such as user guide, best practice statement,
IT policy, Change Control procedures, meeting notes,
reports, emails and SLA expectation directly to
the IT ticket |
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Time Management |
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Knowledgebase |
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Technical
Document Management by tagging all documents, such
as proposal, plans, discussion note, project progress
notes to the precise IT task to achieve true electronic
filling with easy retrieval of past records |
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Flexibility that replicate organisation charts |
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WEB
based - low learning curve - Busiest person can
use the tool instantaneously. |
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Instant update, powerful management reports |
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Accessible
from anywhere with or without PC, as long as connected
via Internet, 3G, 2G, WAP, Dial-up. Only limits
by your IT infrastructure. |
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Authorised Client
Access for IT project participation, Quality Control
and dynamic communication |
IT
Governance and Help Desk System in true Business Activities
Monitoring.
This is a killer application that yields visibility
in the entire organization for all IT activities, people
and processes to allow monitoring, tracking, dynamic
on line analysis, history, alert and intervention if
necessary. Equipped with Mandate ISIS, IT Management
will no longer need to rely on the passive and manual
“upward reporting” behavior that is the
source of all IT problems.
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Risk
Log and Issue Log
Mandate ISIS provides IT management and all IT team
members to record detail on risks and issues encounter
during IT service delivery and tag directly to the IT
ticket. This information can be share amongst authorized
users and IT team members for necessary IT risk management
that required attention and focus to derive quick resolution.
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Pro-active
Communication.
With Mandate ISIS, all users can now post questions
and provide answers that are directly related to the
IT project, the message will automatically appear on
the eDashboard of the intended responder and his / her
immediate supervisor and flag warning once it becomes
due. All communications related to the IT problem can
be view and response by the entire IT team, keeping
everyone with full understanding of progress without
the hassle of emails, spam, or unnecessary cc mails.
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Keeping
the big picture on the fingertip.
Once implemented, Mandate ISIS allows IT management
to obtain instant, dynamic and interactive view of all
major IT activities, projects, technical service request,
proposals, etc, right on their figure tip. It will also
allow department heads and managers to do the same on
all IT activities within their division. Mandate ISIS
has a tool to allow the users to monitor all IT activities
and IT projects in an easy to understand and consolidated
“eDashboard” manner.
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Stay
Informed with the Mandate ISIS
Mandate ISIS helps streamline processes and allow IT
ticket management to stay on top of critical issues.
The System provides dynamic information on all activities
under their responsibilities, IT management and IT staff
can monitor, query, check, interact, resolve and be
alerted to each problematic issue that may require attention
quickly and effectively. They will have instant access
to the overall picture to view their responsibilities,
jobs, projects, transactions with detail information
on each and every development, who is responsible, events,
resources, history, risk factors, and preventative measure
adopters, to help them in the problem resolution.
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Information
Mining
Mandate ISIS harvest details and progress of all IT
tickets and IT projects at the bottom to provide a consolidated
and streamlined reporting at the highest level, Mandate
ISIS provide IT management with a top down view on all
IT tickets, projects, activities, etc and drill onto
detail when necessary.
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Remote
Access from Anywhere
Mandate ISIS is a web based system that allows authorized
user immediate access from any Internet connected computer
from a remote client site, business center, Internet
café, WAP Phone and PDA.
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Dynamic
Risk Analysis
Mandate ISIS allows IT management to drill on specifics
and bank in on details. Who is responsible? What went
wrong? Why the delay? When and how it happened? Question
can be post and feedback without the restriction of
people’s availability, time and location. No more
“waits” for someone to be available for
meeting, to get off the phone, to return to the office
for status update. Follow up and conversations can be
transpired via the dialogue function instantly.
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Easy
to use and No Learning Curve.
Mandate ISIS’s Web Based user interface make it
intuitive to use without learning curve. Anyone who
is familiar with using a Web Browser can use the system
without formal training.
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Powerful
Decision Support.
Mandate ISIS Dynamic On Line Analysis and Dynamic Report
Generator extend the IT management’s effectiveness
in managing their IT responsibilities. The system makes
it easy to turn the dynamic data and past history into
valuable management information for decision support
on resource management, staff planning, workload distribution
and individual’s performance, overall productivity
on all activities.
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Management
Alert
Mandate ISIS’s auto alert and warning function
ensure no more oversight with auto-escalation. It ensures
all IT activities receive the focus and attentiveness
required. When a task within an IT ticket or project
become due or incomplete, or a question received no
reply, the system can be set to generate auto escalation
to the appropriate manager. Auto-Escalation can notify
users through corporate e-mail, pager, SMS or other
communication methods.
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Improve
Productivity and Keep Everyone Focus
Mandate ISIS’s user eDashboard to notify user
of new assignments assigned by their superior. It works
in conjunction with the auto escalation function to
alert overdue assignments and flag warning messages
on the user’s eDashboard including sending email
messages and SMS to mobile phone, alerting IT management
and support staff even during after office hours and
when they are away from the office.
The system is so powerful
that it could help all IT professionals to improve their
productivity and focus by allowing individual to set
prior due date alert before due day to remind themselves
and flag warning when the job fall due or incomplete.
The deployment of Mandate
ISIS is like giving an immediate personal assistant
to everyone within the company, reminding and alerting
each and everyone of their duty, assigned jobs, IT activities
by keeping staff focus and organize their work better.
The system will direct the users to carry out their
jobs in accordance to the business processes, best practices,
workflow and timing as mandated by the company. There
will be no more room for excuses such as “over-look”,
“I forget”, or “I was confused because
I am handling too many things at a time”.
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Time
management
- Eliminate record taking and effectively
account for time on and off IT activities.
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Mandate
ISIS Focus
- Overall big pictures of all IT activities.
- Business Activities Monitoring (BAM)
implementation
- User Service Satisfactory factor
survey
- Productivities boots
- Management of Service Level Agreement
commitment
- IT Project – across multiple
disciplines and business units.
- Routine administrative task.
- IT governance by enforcement of
best practices an d policy
- Ad hoc – whatever is important
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Mandate
ISIS Description.
The system has the design of eDashboard concept, where
all necessary information is presented on a single interface
with expand and collapse function to allow user to manage
of the amount of data desired. The eDashboard’s
web based interface also provides easy navigation through
the menu bar.
The entire system complete
with up to five distinct eDashboards that resemble the
role of responsibility within the organization, namely
Administrator, Local administrator, Manager, Support
staff, Users.
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Global
/Regional / Local Administrator eDashboard.
The Governance eDashboard is the Master eDashboard with
full functionalities.
- Full Control and Enterprise wide
view
- All IT Projects, all staff, all
activities
- Reports and On Line Analysis that
roll-up from all business units and locations
- Creation of Best practices templates
- Assignment of access control
- All functions stated below.
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Manager
eDashboard.
The Manager eDashboard is the console for IT manager
or project team leader. It provides information relate
to the project progress, staff productivity, risk management,
forward alert and documentation for the management of
the project or division where he or she is responsible.
- View own IT ticket and assigned
jobs/to dos.
- Monitor Progress and On-line Analysis.
- All staff that work under the IT
manager including individual’s workload.
- All activities relates to their
own IT tickets, including dialogues, reports, record
trails and all communications.
- Auto alert and warning on due date
or incomplete job.
- All functions stated below.
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Support
Staff eDashboard
The Professional eDashboard is the
eDashboard for IT support staff that provides information
relates to their own responsibility and time management.
- View only information relates to
own assigned jobs/to dos.
- Communicate and tag all correspondence
to the IT ticket.
- History review
- Knowledge base
- Time management
- Auto alert and warning on due date
or incomplete job.
- Staff can set prior due date alert.
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Key
features:
- Advanced Help Desk Management allows
iIndependently manage helpdesk by country, by location,
by branch with rolled up to regional and headquarter
view for consolidated analysis
- Complaints Management function
allows root case problem resolution and enhancement
of service quality and IT organization’s professional
image, studies have shown that users who perceive
that their complaints have been dealt with satisfactorily
are amongst the most loyal thereafter
- Configuration Management allow
maintenance of inventories, analyze depreciation and
track warranty and maintenance contracts
- Collaboration function allow staff
to exercise teamwork in resolving complex IT issues
and project execution
- Documentation Management function
allows harvest of technical details and progress of
all IT support activities and processes to provide
a consolidated and streamlined reporting at the highest
levels
- Incident Management allows normal
service operations can be restored as quickly as possible
to minimize adverse business impact
- Knowledgebase Management
allows search on resolved call tickets for common
problem which allow user to find the solution without
contacting the helpdesk. Support staff members can
search the database to quickly access solution to
common technical problems
- Multiple Channel Management functions
allow management of different channels of user requests
such as phone, intranet and email
- Parent/Child Relationship for Call
Management function achieve enhanced work flow, reporting,
coordination and collaboration
- Problems Management function helps
to identify the underlying root cause of problem recorded.
Proper problem management not only allows for speedy
resolution of problems, it also prevents problems
from occurring
- Configuration Management
function allows maintenance in IT inventories, analyze
depreciation, and track warranty and maintenance contracts
- Reporting - Charts and reports
to allow easy measure of performances, call quantity
and service quality, including metrics on volume,
type of request and frequency of problems reported
and solved
- Risk Management and Issue Log function
record details on risks and issues encounter during
support. Information can be shared amongst authorized
users and team members for necessary risk control
to derive quick resolution
- SLA Management function to deliver
and manage different Service Level Agreements commitment
and service delivery priority
- Time Management function ensure
the concentration of time and energy on the high payoff
tasks to enhance overall productivity
- User Relationships Management function
provide customer care service and quality service
delivery to enhance IT support and user relationships
- Single eDashboard providing a complete
picture of all IT tickets, people, dialogue and dynamic
work load analysis, new and on going IT ticket status
tracking with auto alert function.
- eDashboard provides analysis of
accumulative total on all new IT ticket started today,
number of on going IT tickets, number of overdue IT
tickets that needing attention, number of IT tickets
completed today, this month and to-date, across all
categories to provides a complete picture of all IT
tickets within the entire firm across all disciplines
and all locations.
- eDashboard provides dynamic work
analysis on all IT management staff and support staff
with details on the number of IT ticket break down
by category assigned to the individual and accumulative
workload recorded by Mandate ISIS.
- eDashboard provide dynamic job
display with listing of all new and assigned jobs
with information on date, service level agreement,
priority, job category, task, IT manager responsible
for the job, client name, descriptions, ticket number
that correspond to Mandate Zeus – Corporate
Governance System for seamless data integration if
necessary.
The artificial intelligent
build into the eDashboard interface allows ease of information
management. It would only display name of staff and
category when there is actual job registered, and it
would automatically remove these information to avoid
information overflow and to preserve the simplicity
and user friendliness on the eDashboard. The collapse
and expand function allow the user to choose the amount
of information display on the EDashboard. The Sorting
function on the EDashboard allow the user to sort information
dynamically on date, IT ticket, client name, job type,
job priority, service level agreement, start date and
due date.
The auto refresh function
provides instant update on all information displayed
on the eDashboard at set interval, which can be set
by user.
Web based interface allows
easy navigation within the system and tights all modules
together, unlike other application that required user
to get in and out of different module before they can
access the function desired, access to other modules
and functions is just a click away without sequencing
restriction.
Auto Alert function will
highlight all IT project or tickets that has job overrun
or incomplete, system can be set to generate email,
SMS to the staff, IT ticket manager and partner.
System allows authorized
user to make enquiries across the entire organization
on IT tickets based on IT ticket numbers, IT ticket
type, client name, IT manager, IT project manager, date,
period, staff name and status such as Logged, assigned,
overdue and history based on closed IT ticket or project
status.
System allows assignment
unlimited sub tasks to an IT project or Ticket if necessary.
System allows parallel
execution of IT tasks within the IT project which replica
human behavior and business process derived from unforeseen
circumstances or planned methodology.
System provides powerful
report function that can be integrated with Crystal
Report and SQL OLAP functions.
System provides simply
and user friendly interface to allow customization and
modification necessary to match with changes derived
from changes in business environment or adoption of
new business strategy, most changes can be carried by
the authorized operator without the involvement of IT
professional.
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System
Requirement:
Hardware:
PC server with 1 GB RAM and minimum of 30 GB storage
capacity.
Server Software:
Microsoft Windows 2000 Advance Server.
Microsoft SQL 2000 Server.
Microsoft IIS Server.
Client:
PC with Microsoft IE 6.
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