E-GENE™ ICE ENGINE
We will be a leader in Service Management Enterprise Solutions.
ICE is the E-GENE™ solution's
Core Engine
ICE engine is the core engine of E-GENE™ solution and consists of three major modules: Data Integration Pipeline, an ETL automation module that collects data from distributed external data and constitutes a business process Data Repository, Correlation module that performs complex calculations through correlation of data for service level management based on data repository, and Workflow module to support the process of service delivery, etc.
The ICE Engine's
Key Features
Data Integration Pipeline
Strict service management requires connectivity with all systems that support enterprise business processes related to business services, not just ITSM. For example, ITSM’s Service Desk is required to manage the service level of customer support services, and task management information from the Project Management System (PMS) is required to support the development of customer support services.
E-GENE™ DIP understands this environment in terms of corporate service management and regularly collects complex data related to service management from systems that are complexly organized in a distributed environment to form a service repository.
This configured Service Repository can be used as a data source for SLAs, BSCs, and key performance indicators (KPIs).
Data Correlation
Once you have configured your service repository through Data Integration Pipeline, you can now organize your enterprise’s business service information. Complete the data initialization for SLM by configuring the service catalog based on the service catalog template, configuring SLA information and company information, etc.
Based on the configured service management information, data correlation is automatically driven, and data for SLM and IT BSC is collected along with engine operation.
The collected data can be viewed in various forms using reports, dashboards, and OLAP.
Workflow
Workflows are required to support the processes in the Service Delivery area for service management. For example, a feature that assigns a person in charge for each service provided and notifies the person in charge of anomalies when the service is experiencing anomalies, and the person in charge has a process for convening a service delivery committee to discuss the issue, create an action plan, implement it, and review it.
This includes processes for artificial data collection, such as customer satisfaction surveys, so the Workflow engine allows you to design your processes directly into activity-level screens.
ICE is the E-GENE™ solution's
Core Engine
Reporting / Dashborad / Notification / OLAP
