The solution implemented by FUJITSU is based on Remedy. At this point, the cooperation agreement between the two companies was essential. In addition to the Remedy engine and the Helpdesk module, three further modules were implemented in order to meet the requirements of the CyberCenter: Change management, the SLA and Inventory Management.
FUJITSU made modifications to the necessary modules in order to become fully adjusted to the platform’s operation requirements and even modified Remedy’s internal logic. The thorough creation of parameters that was performed to achieve full adaptation to the requirements and procedural forms of the Canary Islands CyberCenter should also be pointed out.
This system, with the integration performed by FUJITSU, is compatible with the CyberCenter’s former platform: it supports the Oracle 9i database and runs in the operating system adapted for the CyberCenter: Solaris 8.
Another part of the solution consisted of Remedy’s integration with the Spectrum Network Management System and the Ericsson MD110 switchboard through the development of a CTI interface.
A Moreover, the sizing of nominal and floating licenses necessary to be able to run trouble-free was studied, given the volume and number of operators at the service center.
Services offered by Fujitsu
Improvement in service for CyberCenter users
Thanks to the improvements put in place, the operators are provided with all of the information on users and are able to located and identify them as soon as they receive the incident, whether by telephone number, full name or system user name (login). As a result, the person can be assisted in a more personalized manner, and his or her request can be handled more quickly. Furthermore, the user can be informed of the status of his or her records or tickets, and the action taken on them, at all times.
More efficient CyberCenter management
The notifications system makes it possible to achieve immediate communications among various departments, which facilitates the resolution of service requests. The inclusion of modules such as inventory and change management, and their relationship with each other, as well as the automation of procedures and scaled features, allows for a decrease in non-fulfillment of objectives. Especially important is the advancement achieved in creating reports, which allows administrators and the different managers to get a complete overview of the service center’s status and total control over SLAs.
Greater potential for communication with the CyberCenter system
Access via web (intranet requiring authorization) for the creation and consultation of incidents, as well as the mailing of any suggestion or modification, makes it possible to achieve greater communication potential with the CyberCenter for the civil servants, as well as taking a burden off of the top-level operators in terms of call volume. All of this has the effect of improving the quality of service provided by the CyberCenter.
Greater speed in handling incidents and requests
The full computerization of the process, the knowledge base and the fast search of users and solutions accelerates the search for solutions to problems and the tracking of the tasks necessary to carry out changes requested by users.
Interface fully adapted to the CyberCenter’s criteria
The work screens, fields and graphic elements (colors, etc.) were custom designed for the CyberCenter.
Total integration and compatibility with all of the CyberCenter’s technological features and work procedures.
The solution provided by FUJITSU not only included the perfect relationship among all of the systems and applications, but is also fully adapted to the work system desired by the CyberCenter.
Total system security
Different levels of authentication are required to gain access to the various user profiles and perform certain activities, and therefore the access to information is secure. This security policy is also applied to the different authorization and approval circuits implemented.
Customized solution for the CYBERCENTER
FUJITSU has adapted its professional services to the specific needs of the CyberCenter in the improvement of its service center, thereby placing the most advanced information technology and communication services at the service of a unique, innovative, competitive solution.
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