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Service Center solutions – ACTS call tracking system

General presentation

The ACTS system is an efficient tool in the hands of IT environment operators. It enables the management of information about the operated environment (about hardware, software, users) and its changes, furthermore, it enables the tracking of operation-related events, the measurement of service level times in a closed, ITIL-based model.

It increases the efficiency of operations activity by the assorted and retrievable storage of information and the support of fast information flow.

Capabilities

outstanding price-to-value ratio
a complex and well-organized configuration database
time stamps for data changes, logging
a customizable, multi-language customer web site, on which persons who have made reports can track their reports or make new reports.
search for file attachments: these can be uploaded both in ACTS client and on the My-ACTS interface
complex service level measurement with several parameters, multi-level automated alarms if these elements are in danger of being damaged. Contracts assigned to devices and/or based on service area can be implemented
customizable, multi-level individual field set, in order to provide better support to business processes

System elements:

The software program consists of three well-distinguishable modules. One of the objectives of the next chapters is to present the modules mentioned above, one by one.

Configuration Managing Database (CMDB)
The call tracking client (ACTS)
The graphic interface provided to the supported users (My-Acts)

Configuration Management Database(CMDB)

In line with the ITIL recommendation, the ACTS system relies on a configuration database (Configuration Management Database – CMDB). An efficient IT service cannot exist without the support personnel’s knowledge of what applications they support. to whom and on what devices.

CMDB implements these tasks with a uniform logical set-up. It displays data of various kind as configuration elements (Customer companies, sites, users, hardware, hardware types - classes, software, user IDs, authorizations, groups, etc.), thus the operated IT infrastructure can be mapped by these and through their relations.

ACTS application

ACTS is used to monitor the events of service providing activity. We can handle the individual events on automatically generated electronic forms with unique IDs, as trouble tickets.

In addition to the descriptions, the trouble ticket contains information in multiple categories. Some of these are “built in,” others can be defined without restrictions, according to business needs. By using this category information we can define the service level measurements and by them we can incorporate automatisms supporting business logic into the system.

By the individual field sets that can be created in ACTS we can record further business data.

Reporting interface(MY-ACTS)

The My-ACTS web interface provides a fully configurable, multi-language interface to the reporting persons for monitoring the trouble tickets, their own trouble tickets only or every ticket of the entire company, depending on their level of authorization.

In addition to monitoring, problems and requests may also be indicated. The reporting interface is customizable in ways that differ for each client company, thus the operator is able to serve every customer in an individual manner. All reports are added to the ACTS trouble ticket database immediately.

Through My-ACTS customers can also download reports predefined by the ACTS administrator, which may include all the data recorded in the system.

WHY SYNERGON SYSTEM INTEGRATOR?

Synergon Rendszerintegrátor Kft. is the exclusive distributor of ACTS in Hungary, in addition, the company has amassed experiences for decades in the implementation of service processes. Rendszerintegrátor Kft. supports its own operating tasks, too, by this system, furthermore, it has executed implementation adapted to the local features in the premises of several customers.

FREQUENTLY ASKED QUESTIONS

Why ITIL?

By now ITIL has become a widely used and acknowledged methodology in IT operation. The introduction and application of ITIL processes increase the efficiency and marketability of both internal IT operations and outsource operations.

What does ITIL mean in ACTS?

The ACTS system is capable of documenting activities corresponding to various ITIL processes, providing an efficient tool to the operators for the recording and measurement of performance.

Why is such a solution good for internal IT?

Recently internal IT departments have also been highly pressurized to make their activities measurable and transparent, to have them allocate verifiable performance to their costs, which can be realized by the implementation of the system and the related methods.

Why is ACTS good for an external service provider?

ACTS is suitable for the separate and customized management of the cases of several customers, matching their own individual business needs, thus the services can be appropriately measured and verified to the customers.

MAJOR REFERENCES FOR THE SYNERGON GROUP

Aegon Hungary insurer and its subsidiaries
General IT Outsourcing service, ACTS system implementation and version change, support of SRI and the internal IT activities of Aegon in one system.
Szerencsejáték Zrt. (Gambling Ltd.)
ACTS implementation and support, for the support of internal IT operation.
Atos Origin Austria
Development of the ACTS system