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CLIENT SPEAK |
“Our long standing relationship with Microland is a testimonial to the strong support and flexibility they have always shown.”
Chief Technology Officer
A Fortune 10 Company |
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ACCOLADES & ACHIEVEMENTS |
Forrester Recognizes Microland as a Specialist
“Examples of firms that provide specialization around a line of service or technology include Microland (Infrastructure Management)…..
These firms, in order to deliver incremental value, build specialist domain capability by hiring experts, develop proprietary tools and methodologies to improve efficiency, and create reusable software components to assist rapid solution deployment.”
Why Do You Need Tier Two Providers? (And Do You Need Them?), Forrester Research, Inc., September 8, 2009. |
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| Home > Innovation > Service Automation Platform |
SERVICE AUTOMATION PLATFORM |
What differentiates Microland is that we use Six Sigma analytics techniques combined with ITIL in our engagements which in turn drives automation. We combine Analytics, Automation and Assurance into a framework called smartcenter which enhances scalability, reliability, responsiveness, speed, control and productivity to your operations.
| Service Automation Platform – Innovation @ Work |
Orchestration Engine is central to this platform. It helps in
- Intelligent prioritization and routing of tickets
- Meeting customer specific SLAs
- Balancing agent workload
- Integrating with all commercial service desk and systems management tools
- Automated diagnostics assistance
- Autonomic problem resolution
Customer Dashboard module provides greater visibility and control to enterprises through:
- Real-time view of performance and SLAs
- Role based views
- Extensive drill downs
- Self Service features
Unified Console provides:
- Single ops console across customers
- Skill / Role based views for agents
- Integrated view of diagnostics
- Event handlers
Process Audit Automation module aids:
- Automated audit of process compliance
- Enforces complex SLAs
- Six Sigma reporting
Knowledge Management (KM) module enables:
- Enterprise-wide KM
- Unified knowledge assets
- Automated workflow for easy knowledge capture and reuse
- On demand availability
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