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Microland Difference | Proprietary
Methodologies |
Proprietary
Methodologies |
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Microland's continuous focus on process
improvement initiatives has resulted in our creating proprietary
methodologies. These methodologies, honed through several
client engagements, ensure service quality, SLA compliance
and cost effective service delivery. Also known as Service
IPs, the proprietary methodologies provide significant
value add to clients, in addition to the regular benefits.
These methodologies are ITIL and Six
Sigma compliant and help keep the client's IT environment
up and running 24x7. Our clients are ensured of complete
transparency in the operations as most of the tools are
real-time and allow for round-the-clock monitoring.
Some of the proprietary
methodologies are– |
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i2e
- Automated Audit Portal  |
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Innocence to Excellence (i2e) is
a portal for tracking, managing and analyzing gaps in process;
i2e compares processes with predefined benchmarks to ensure
process compliance. i2e serves as a communication platform
for auditors and auditees to interact instantaneously and
continuously through the process. i2e also helps in defining
the process, scheduling and measuring the performance of
the engineer.
Significant features
of i2e -
- Ensures process adherence and compliance
- Enables gauging of the health of the
process
- Schedule and measure the performance
of engineer and the auditor
- Presents an overall sigma report of
service lines for specified Timelines – includes
detailed audit analysis
- Daily, weekly and bi-weekly audit reports
of all the client facing operations based on severity
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NALYZE
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NALYZE enables better incident
management by providing a reliable knowledge base of known
issues with proven steps for resolution. It works on the
Failure Mode Effect Analysis (FMEA) principle that considers
the severity, occurrence and detection of issues. The aim
of NALYZE is to facilitate faster detection of issues and
enable consistent actions towards resolution ensuring better
results.
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Magnify
Gold - Service Desk Tool  |
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Magnify is a help desk automation
software designed to manage and automate call logging, job
workflow and common administrative procedures in an IT environment.
Magnify contains an exhaustive knowledge database with project
and technical related information. The common database is
used by support staff to provide prompt and on-time service
to clients. The help desk tool is ITIL compliant and adds
great value to clients.
Significant features of Magnify -
- 24x7 monitoring and management through
support, program management and operations management
- Built-in process workflows such as
incident management, change management, configuration
management, problem management, knowledge management,
task and vendor management
- Support for multi-client, multi-location,
multi-SLA and multi service windows
- Cost effective compared to commercial
helpdesk software
- Speedy deployment and easy to use
- Highly Flexible, scalable and customizable
- Completely based on ITIL guidelines
for IT Service Management
- Highly secure - access levels are
controlled through password protection
- Easy integration with CRM and NSM
tools
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