iFIX
Digital Service Management Solution
for the 21st Century Enterprise
STUPA IT Services Announces Availability of iFIX Rel 1.0 –
A Cloud based Digital Service Management Solution
iFIX Rel 1.0 is available for customers with immediate effect
STUPA IT Services announces immediate availability of iFIX Rel 1.0, a cloud based
digital service management solu on for the 21st century enterprise. iFIX will
enable the customers to move into a revolu onary technology pla orm to
manage its services of all kind, digitally - in a faster, be er, sleek and cheaper way
to reduce its total cost of ownership.
iFIX is a cloud-based fully automated Digital Service Management
(DSM) solu on with built-in industry contents and best prac ces,
catering to all the DSM requirements through Digital Service
Exchange and Digital Service Desk and works on SaaS (So ware as a
Service) delivery model.
iFIX brings in disrup ve prac ces in service execu on with lowest
possible TCO.
iFIX Solution Modules:
iFIX Rel 1.0 comes with the following modules available for immediate use by
the customers:
DSE
Digital
Service
Exchange
DGC
DOCU+
ECM
Data
Govrn. &
Doc Mgmt
Escalation
Mgmt
Compliance
SMA
DSD
APA
Service
Mgmt
Analytics
Digital
Service
Desk
App Admin
iFIX Usage Suitability:
iFIX is required by all the organiza ons who wish to manage their IT opera ons and service
management func on through a single connected pla orm in a digital way across the various
applica ons, infrastructure and networks. iFIX can be used from mobile devices (Android & iOS), can
be connected to social media (FB, Twi er, Linkedin, etc), and comes with an on-line chat facility
available 24x7x365.
iFIX – DSE (Digital Service Exchange):
iFIX DSE module covers the following func onality:
• Incident Management (including Major Incident Management)
• Problem Management (Reac ve and Preven ve Problem Management)
• Service Request Management
• Inquiry
• Item Order
Modern, intelligent and innova ve features available within DSE:
• In-built Error Content – All possible combina ons of errors type (Approx 1
Million+) that may occur within your SAP, Oracle or Microso applica ons are
defined within DSE. Therefore, you can classify your error types properly and saves
your me in crea ng a cket. It also helps in rou ng the cket to right technical
support team and provides inputs to service analy cs.
•
Automa c Determina on of Ticket Priority – Ticket priori es are determined
automa cally based on the defined business impact (cost/damage it makes to the
business) and business urgency (how soon it's required to be resolved). This
eliminates human dependency and assigns priority in a completely logical manner
relevant to the business.
•
Industry Best Prac ce SLA – iFIX comes with the provision of adop ng to the best
prac ce SLA (Service Level Agreements). However, it can be modified very easily to
suit to the specific needs of an organiza on.
•
Real Time Solu on Database (RSDB) – An end user is provided with all the possible available
solu on to the cket at the me of crea ng the cket itself. This happens in real- me as he/she is
crea ng the cket. This facility helps an end user to resolve the cket by themselves instead
of sending it to the technical support team. Our observa ons indicates it has the ability to
resolve at least 30% of the cket by the end users themselves which means at least 30% savings on
cost of cket resolu on from the me of adop on of this solu on.
•
Knowledge Management Database (KMDB) – KMDB provides access to all the business process
documents and solu on design documents of the implemented func onality. At the me cket
crea on, iFIX recognizes from which process area the cket is coming and prompts immediately
with the list of all relevant documents like in a Google search manner. It provides a help the user
community to check whether they are following the right process or not and with some “how to”
answers.
•
SLA Meter – SLA meter of any cket provides a visual representa on of the status of the cket. It
shows the acknowledgement status as well as the resolu on status using graphics and crates a
sense of urgency to resolve the cket within SLA.
• Major Incident Management – iFIX DSE facilitates the execu on of the major incidents with a special
process feature. It brings in the feature of no fying all the stakeholders in specified me interval with the
progress of the resolu on of the ckets. This is performed by iFIX in an automated manner while the
service management team carry on their process of resolu on.
• Automated Mobile Alarm – iFIX DSE has inbuilt facility to put alarm in the designated mobile number of
the specified users in case of Major Incident or Very High Priority Incident. This is to ensure that all the
stake holders are alerted on the situa on even if they miss seeing mails or text messages.
• Automated Text Messages – iFIX DSE has the capability of sending text messages for specific ckets to
the specified users to bring in extra a en on on the situa on. These can be configured as per the
organiza onal needs..
• Gamifica on, Rewards and Recogni on – The en re service management opera on is made to like
happening of a game or an event. Each of the service management areas are evaluated quan ta vely and
employees can be rewarded and recognized accordingly:
•
•
•
•
•
•
Best Employee/ Best Team with Highest No. of Ticket On Time Closure Rate
Best Employee/ Best Team with Highest TCO Index
Best Employee/ Best Team/ Best Engagement/ Best SDM with Highest Knowledge Index
Best Employee/ Best Team with Maximum Number of Ideas
Best Employee/ Best Team with Maximum Generated Values
Best Employee/ Best Team with Least Number of Escala ons.
• Integrated Email Update – E-mail func onality is integrated with iFIX. The users will have e-mail based
update for every stage of progression of their cket. This will bring in more awareness and sa sfac on
amongst the business users to see the gradual progress of their issues towards resolu on.
iFIX – DSD (Digital Service Desk):
DSD is an Articial Intelligence driven digital assistant available 24x7x365. This assistant
understands the various levels of complexities & technology platform of the tickets raised in the
system and accordingly assigns those to the right technical experts – all in an automated manner.
In addition, it provides a round the clock Live Chat facility to whom an user can always reach to for
any help. It helps in just-in time coordination with right resolver group assignments and improves
the service resolution productivity. Major functionality includes the following:
• Live Chat
• Ticket Acknowledgement
• Automated Ticket Assignment
• E-Mail Update
• Text Message
• Mobile Alarm
• Social Media Connection
iFIX – Docu+ (Multi-lingual Document Management Service):
iFIX Docu+ provides document management services. The relevant process and solution
document can be uploaded in any format and then Docu+ provides index based document
management. These document can be searched later on in a Google like search manner. This
provides benets of digitalization of all manual documents and making them available under
service management umbrella for any usage and reference. It brings in a major help in self-service
ticket resolution. As of now we have English and Kannada language facility available in Docu+.
iFIX – ECM (Escalation Management):
iFIX provides a facility of escalation for any of the service management elements (incidents,
problems, service requests, inquiry or item order. An Escalation Matrix is maintained in iFIX as per
organization rules with 3 levels of escalations. If the service elements are not being resolved
through normal operational route, these can be escalated to next levels. An action plan is dened
and assigned to the escalation manager for proper closure of the escalated items in a transparent
way.
iFIX – DGC (Data Governance & Compliance):
All service elements related data managements (like Users, Roles, Organizations, Clients, Best
practice contents, Approval mechanism, Escalation matrix, SLA, Ticket Category, Business
Process Role Alignment Matrix, etc) and related conguration setting is maintained within DGC. All
the service management functions and modules are congured through DGC.
iFIX – SMA (Service Management Analytics):
SMA brings in an Exchange Dashboard where the KPIs of all the service elements are visible to the
different levels of management to update them about the health of the organization from the service
management perspective. It clearly provides the actionable insight and draws upon the areas
where management attention is required. There are about 40+ dashboards with different cuts
(weekly/monthly/quarterly/yearly) are available across all service management functional modules
like DSE, Docu+, ECM, DGC, etc.
Typical Service Management Analytics
(Available through Visual Graphics Dashboards)
Most Unstable Solution Zone
Innovation Index
(Top 3 Process Areas for producing maximum
tickets)
(Idea generated, Approved and Value
Generated through Ideas)
Most Unstable Applications
Knowledge Index
(Top 3 Applications generating maximum
tickets)
(for the individual, team, and entire
engagement)
SLA Compliance Level
TCO Reduction Index
(Visual graphics based SLA status)
Open vs Close
– Incidents/ Reactive
Problem/ Preventive Problem/ Service
Requests/ Major Incidents
(Self Service Tickets)
Utilization Index – SMDB & KMDB
Change Request Index
Escalations Index
(% of Tickets resolved through escalation vs
the normal route)
(Extent of Business Change and Technical
Change Request)
iFIX Module – APA (App Admin):
APA module helps in establishing overall configuration setting of iFIX in a cloud environment for a specific
customer organization. A customer organization is created through APA and then rest of the
configurations are performed through DGC.
iFIX – Upcoming Module Releases
The following advanced functional modules are under development and planned to be released by mid
2016.
•
•
•
•
User Experience Manager (UXM)
Transition & Knowledge Management (TKM)
Innovation & Value Generator (IVG)
Change Request Management (CRT)
UXM
User
Experience
Manager
Transition &
Knowledge
Mgmt
Tracks all online
user/visitor and
provides actionable
business insights
Provides a best
practice transition
methodology and
KM framework
TKM
IVG
Innovation
& Value
Generator
Helps establishing
a culture of idea
generation and
value creation
CRT
Change
Request
Mgmt
Provides a step by
step methodology
for managing
changes
Positive Customer Impact
Many customers have already beneted from deploying iFIX Rel 1.0. Here's a few
update:
LAB NEEDS a supplier of Laboratory Materials in the
eld of Science & Technology, recently committed to
deploying iFIX Rel 1.0 to track its services with an aim to
provide better customer service.
B M T C ( B a n g a l o r e M e t r o p o l i t a n Tr a n s p o r t
Corporation), a Govt. of Karnataka Organization that
operates the public transport bus service in
BMTC
Bangalore, has completed the evaluation of iFIX for
immediate deployment of multi-lingual document
management functionality DOCU+ across all of its
location
KEONICS (Karnataka State Electronics
Development Corporation Limited) has endorsed &
certied iFIX for deployment within all Govt. of
Karnataka organizations as the only tool for digitally
Technology Solution Partner
enabled IT Service Management.
Why iFIX?
iFIX brings in an unmatched, distinct benets to your organization. This not only helps to reduce your
TCO but establishes a culture of innovation and business value creation which makes your business
users and partners happy. As a net result, it makes an impact to improve your C-SAT and to the growth of
your business.
Differentiation & Uniqueness
of iFIX
Impact to Business
#1. Built-in industry best practices
Faster ticket creation, Better UX (User
Experience), Higher productivity
Bottom line
(Cost Savings)
#2. No licensing cost. Available for
unlimited user base
Popularizing IT usage by all, Process
adoption through IT, Pay as per use
based on results
Bottom line
(Cost Savings)
#3. Guaranteed TCO reduction Built-in
Solution
Knowledge
Database
User self-service, 30% less ticket to
service provider, Lesser cost of IT OP EX
Bottom line
(Cost Savings)
#4. Digital Service Desk (based on
Artificial Intelligence)
Fully automated service desk triaging,
24x7x365 Live-Chat, Mobile Alarm,
Social Media
Bottom line
(Cost Savings)
#5. Automation in Ticket Priority
Determination
True reflection of business priority , no
organizational politics
Top line
(Org Growth)
#6. Real-time solution search
Instant solution for repeat cases
#7.
Continuous
Improvement
Hedge against skill attrition & capability
loss; enhancing user knowledge
Top & Bottom line
(Productivity &
Cost)
#8. Service Management Analytics
Improved governance & contract
management with service providers
Bottom line
(Cost Savings)
#9. Escalation Management
Improved governance
Bottom line
(Cost Savings)
#10. Establishing innovation culture
New ideas, better CSAT
Knowledge
Where?
Bottom line
(Cost Savings)
Top line
(Business Growth)
About STUPA IT Services Private Ltd:
Founded in 2015, STUPA IT Services (www.stupa.co) is an
innovation-led digital service management solution provider
organization. The company offers its agship product iFIX
as a cloud based end-to-end digital service management solution. Additionally, STUPA
provides solutions and services in the areas of digital transformation designed to sleek,
faster, better and cheaper ways of working. STUPA is a Technology Solution Partner of
KEONICS (Karnataka State Electronics Dev Corp Ltd), www.keonics.com, Govt. of
Karnataka and its product "iFIX" is certied by KEONICS for use in all kind of industries
including Govt. of Karnataka organizations.
STUPA’s solutions and services portfolio includes the following:
• iFIX – end to end digital service management solution on cloud/ on premise.
• Digital Transformation Service
• SAP Consulting & Development
• Open Source based complete e-Comm Site Development
• Mobile Apps Dev
• Digital Marketing
• Big Data & Analytics Solutions
*
Stupa IT Services Private Limited
Corporate Office
Karamuttu Center, No 634,
4th oor, Anna Salai
Nandanam, Chennai-600035
: 91 - 044 - 24344405
Innovation Lab
614, 2nd Floor
Chikka Banaswadi Main Road,
Bangalore -560 043
:+91 90366 32737
: www.stupa.co