EriZone is your Service Management solution to manage tickets and processes according to ITIL best practices. Based on open source technology, EriZone delivers superior quality support to your customers and internal users to manage service processes across all business areas.
EriZone offers a range of features for the Service Desk to support dedicated ITIL (IT Infrastructure Library) processes: from Incident Management, Problem Management, Service Asset & Configuration Management, Change Management and Request Fulfilment to Knowledge Management and Access Management.
EriZone is compliant with ISO 20000 and ISO 27001 information security best practices, all related to information protection and supporting business processes in line with your security policies.
Rely on our broad expertise in IT Service Management with a project team of 14 ITIL certified consultants, analyzing your service support workflows and discovering unused potential in order to continuously improve your customer satisfaction.
Centralization across all Service Desk channels: With EriZone, incidents and their automated categorization and classification are clearly ;structured. Your service staff will be able to easily monitor generated tickets with the possibility involving different hierarchical and functional levels - with prioritization according to impact and urgency of every single request.
You have direct access to the CIs in the CMDB, which are assigned to the requesting user. CIs are categorized according to typology and linked to the corresponding contracts and devices. This module is also fully integrated with the Asset Management of NetEye.
EriZone supports you in the complementation of individual procedures for requests for change, including the process of change evaluation and fully supporting the approval workflow at the decision-making level.
Evaluate delivered services to monitor compliance with defined SLAs in a easy-to-use and structured way. Illustration of SLAs on dashboards will encourage management awareness regarding service quality and the appropriate allocation of your resources.
EriZone provides you with full documentation of the actual situation (CMDB) and recognition of eventual changes to automatically trigger alarms in case of a deviation from the intended condition. Automated opening of a security incident assure a prompt signalization and removal of security issues.
EriZone comprises the creation and management of a service catalogue that allows for grouping according to the responsible contact person, classification into categories and assignment to competence centers. It provides a single source of consistent information for all operational services.
... companies, supported by customer PensPlan using EriZone
... daily tickets generated by EriZone customer DigiCamere
... certified ITIL consultants
% growth over last year
... % yearly growth in consultancy service within EriZone projects
... years of experience in ITSM