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iw@re PROBLEM MANAGEMENT - iPM
The intranet Problem Management (iPM) system allows all the client employees to log their problems, irrespective of its nature, via an intelligent intranet interface. The employee is assisted through the simple process by means of a wizard-like DHTML screens.
Upon submission, the problem request will be assessed automatically by the iw@re system to determine whether it requires authorisation, and will then be routed accordingly.
The back-office problem management team will receive the logged problem request and will be able to notify the clients internal service providers to assist with resolving the problem, or they can generate a works order to outsourced vendors to action a particular problem on their behalf e.g. a branch outside your Head Office area requires their refrigeration system repaired urgently.
However the clients' employees can always opt to resolve their own problems through an on-line, self-help knowledge base system attendant.
Were the employees to have a desktop PC issue they can also request on-line support where a relevant IT consultant may remotely access and control the employees' machine and resolve the problem, across the intranet.
Various other intelligent agents may be programmed to perform specific functions, which will help the client to quickly and effectively resolve their employees'' problems irrespective of their location.
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