ITIL compliant IT management solution theGuard! with new service desk functions and extended interfaces to SAP components Walldorf, August 20, 2009 the REALTECH AG, manufacturer of software products for enterprise-wide IT management as well as SAP consultancy, presented the new version of the complete solution theGuard! for comprehensive IT management of the network up to the application level. From mid-August, also numerous innovations in the component are theGuard! ServiceDesk version 6.3 for the ITIL compliant incident and problem management available. New to the helpdesk interface is Manager to the SAP solution. This enables the smooth exchange of all data associated with a service request between the SAP system and theGuard! ServiceDesk. Both staff of the customer as the SAP support can see the requests in their systems and edit. While the questions on both systems are matched automatically.
Continues to work the new version of theGuard! with SAP CATS (cross-application time sheet) together, a solution to the working time recording. Working hours of the service employees, as well as other relevant activities, in the theGuard! ServiceDesk was collected, let this interface assigned to a job in the SAP system and module cross-post. The data so collected can be evaluated to the invoicing or reporting purposes and used. Also the correct update process in the SAP system of the REALTECH solution is monitored during data transfer. IT organizations save themselves the cost of manual time entry and billing control. The newly added in version 6.3 service desk dashboards provide an overview of key indicators of service and support processes.
These surfaces can be flexibly configured and provide the required information according to user role. So, for example, the utilization of supporter groups, the number can be graphically display critical tickets or service level monitors and save them as templates. In addition, numerous valuable functions for daily practice have been added. Styles to the ticket creation, called quick tickets”, help to edit such as this, recurring support requests more quickly and to apply in a consistent format. The new theGuard! Solution is from mid-August with the advanced service desk component theGuard! ServiceDesk version 6.3 available.