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  Service Delivery Management 

OMNITRACKER - System, Components and Extensions

OMNITRACKER is a very flexible and -through the unique concept of application packages- an almost arbitrarily expandable eTracking system.

The key differentiators of OmniTracker are:

• Extremely easy to configure and maintain (2-3 days of training is enough)
• Extreme flexible (make changes yourself if you want, without external consultants and without extensive training)
• Release compatible (this is guaranteed by contract)
• Multi language (including Russian)
• Cost effective for small and large organizations

Currently the following application packages are available:

• ITIL Service Desk / Helpdesk (certified for 6 ITIL processes by Pink Elephant in the USA)
• Sales management (including invoicing and integrated with 1C)
• Project management (based on Prince2)
• Defect tracking in the software and hardware development
• Asset and license management

Further solutions can be provided on request.

With the installation of OMNITRACKER, Service organisations can be fundamentally relieved through:

• extensive automation of customer specific processes
• comprehensive integration in the existing infrastructure (technically and organisationally)
• assistence of planning, invoicing and controlling through extensive and flexible statistical and reporting functions

Extension Modules

Modular design based on up to date software technologie

Web Application

The platform independent web application for the standard web browser allows easy and uncomplicated access to OMNITRACKER, without the need for the user to have to install special software.

• operation suitable for use through firewalls
• seamless integration into existing websites
• easy implementation of e.g. web portals, in which your customer's support queries can be put into OMNITRACKER and where they can query the condition of the processing themselves, i.e. notable relief of strain within the service organisation, dispensing with the need for manual gathering of information and telephone information.

Email processing

The automised dispatch of formatted emails, also in HTML format, is supported by every licensing variant of OMNITRACKER. In addition, the optional OMNITRACKER email gateway allows the automised processing of incoming emails. So incoming email queries, for example, can be turned into trouble tickets in OMNITRACKER.

Through the application of appropriate front end tools, other message types (such as SMS, SNMP-Traps,...) can also be processed via the email gateway.

Computer Telephony Integration (CTI)

In combination with TAPI compatible telephone systems, the information in incoming calls can be received and analysed. For example, the system can automatically display the asset data or open failure reports of the caller. Likewise the automatic initialisation of outgoing phone calls is made possible.

Inventory Scanner and licence management with OMNIASSET®

OMNIASSET® facilitates the integration of common inventory systems with OMNITRACKER. This automatically enables the data about software and hardware inventories from IT networks to be made available, processed and analysed in OMNITRACKER. As a result, the management of software licences and the construction of licence balances is made possible.

Further Advantages of OMNITRACKER

Multi-client capability

OMNITRACKER is multi-client capable. So a helpdesk or service provider, for example, can perform simultaneous services with a single OMNITRACKER system for a number of different customers. The data security is thereby warranted through the system.

Ability to integrate

Through open and powerful interfaces, OMNITRACKER allows you to integrate easily and flexibly into the existing IT infrastructure. In this way, OMNITRACKER allows data exchange without programming expenditure in different formats like:

• databases (over ODBC interfaces)
• data import from directory services (LDAP, ADSI, NDS)
• Excel
• XML

Additionally, through the integrated COM-Automation programming interfaces, OMNITRACKER can integrate easily with nearly all commercially available systems, for example Microsoft Backoffice products.

Reports and Statistics

Comprehensive analysis, reports and statistics with various forms of depiction (tables, bar charts and histograms, pie charts, graphs, Gannt charts, funnel charts) can be generated directly from OMNITRACKER.

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