Network Support Services (NSS) has entered into an exclusive agreement to offer Ingenium Technology`s i-service products to organisations in SA.
The Milan-based service level intelligence company focuses its solution on organisations which are strongly reliant on IT services, offering a report-based business tool which provides a view of service levels and the quality of service.
"I-service software is ideally aimed at the enterprise or service provider where company management is required to monitor and report on service level agreements, quality of service profiles and outsourced service levels," said NSS Director Lynda Odendaal. "It offers a high level view of the service level agreement compliance and quality of service levels with the ability to drill down to identify areas impacting service delivery."
According to Ingenium Channel Manager Massimo Cristini, the company has enjoyed significant success in several European banks and utility companies.
"Ingenium empowers company management to answer key performance questions," he explained. "Ingenium will confirm that service is aligned to individual business needs - which obviously differ from company to company - and it lets you know if the level of service is worth the price you`re paying. In short, we recognise that business processes rely on services - and Ingenium meets that demand."
I-service has outstanding data collection capabilities, a flexible service model with a powerful reporting engine which enables automatic and proactive verification of service rules.
"The i-service recipients - customers, outsourced companies and the like - can now formally model their own methodologies for describing and measuring service levels. They will receive automatic, predictive service level certification in keeping with the existing SLA and there is the ability to share a view of ongoing service behaviour," Odendaal explained.
"The service provider, on the other hand, will be able to automate the entire service documentation process from data collection through to report provisioning without interrupting workflow. This has obvious cost saving implications on such issues as human resource.
"Clearly, Ingenium offers the enterprise a means of optimising investment in service, allowing as it does cost-effective SLA management. The threat of penalties and irregularities and the stress surrounding both provider and recipient when it comes to taking corrective action is largely dispelled," she concluded.
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