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Motadata ServiceOps Release Version 7.0

Release Date: April 01, 2020

What’s New?​

New Feature/Improvements​

Request Management​

  • Request management helps organizations to streamline IT service delivery by standardizing request/incident handling processes, eliminating duplication of efforts, ensuring availability of accurate information, and reducing IT operational costs through automation.

  • Multi-channel support for end users to create requests such as Support Portal, Email, Rest clients for third parties.

  • Request categorization and prioritization support for easier tracking of all requests with defined lifecycle status.

  • Assignment to technician or group based on expertise for accurate and timely resolution with work load balance and better collaboration.

  • Resolution SLAs with defined escalation paths.

  • Tracking of customer satisfaction index by capturing feedback for each resolved request.

Service Catalog Management​

  • Categorization of all the services that an organization offers to its employees with relevant details by providing custom service templates.

  • Requests for different services from the support portal

  • Service catalog allows process automation for each type of service by associating custom workflows, approval flows, SLA.

Problem Management​

  • Capability for efficient management of problems faced by organizations and diagnose the root cause.

  • Problem analysis details such as workarounds can be captured which becomes helpful in future resolve related problems.

Change Management​

  • Change Management module helps organizations to implement change in their network infrastructure in an efficient manner without or limited service disruption.

  • Change management offers better collaboration within different teams by driving change through multiple lifecycle stages such as Change Identification, Planning and Assessment, Implementation, Review and Closure.

Knowledge Management​

  • Using Knowledge management capabilities, organizations can build and publish different repositories of supporting documents with rich text, images and attachments.

  • Using advanced search capabilities of knowledge management end users can find answers to queries quickly from the support portal, which in turn results in higher productivity of the technician team.

Hardware/Software/Non-IT Asset Life cycle Management​

  • Helps organizations to efficiently manage the life cycle of different types of hardware assets, software assets and Non-It assets.

  • It also helps in managing required inventory levels of different types of assets.

  • Barcode tagging simplifies asset tracking and associating ownership, location, department with assets helps in better reconciliation of organization inventory.

Agent Less Discovery and Software Rules​

  • Asset Agent Less discovery with pull based approach

  • One Time configuration for asset

  • Scanning assets with a compatible network credential types.

  • Management of software using pre-defined rules related to Normalization and Prohibition maintenance

Automation Workflow, Approval Workflow, SLA, Scenario, Auto Assignment​

  • Incident workflows by performing criteria-based actions on incoming requests.

  • Real Time enable/disable approvals and their workflow with endless if/else conditions and AND/OR operators represented graphically.

  • Enabling auto assignment rules in work load balance to be managed between the teams.

  • Different course of measures performed in form of Scenario to avoid repeated actions for similar set of queries.

Notification Management​

  • An email alert in form of notification for each action against any management module on admin’s registered email-id

  • Predefined notification templates for sending email notification to requester’s or technicians based on different events.

  • Customization of content and format of email template based on organization needs.

Third Party Integration and Customization​

  • Simplified Integrations using REST API’s for installation on client remote Servers

  • Security provision in form of Access Levels for Third-Party Integrations across server

Company Management – Branding​

  • Facility of changing or uploading brand logo as per the organization requirements

  • Editing basic details like portal name and title name as per the organizational requirements

User Management – LDAP Integration​

  • Bulk update using LDAP for easier maintenance of user details and profiles of entire organization centrally

  • Mapping and Testing connection for hassle free integration

  • URL based configuration to avoid interruptions and error free updates

  • Configuration email notification

  • Block User flags for unwanted users deletion or addition

Security – Password Rules, Configuration Audit, Technician Activity Tracking​

  • Complete summary of all types of changes in configuration by the technician with desired time interval

  • Password policies for security via managing password expiry intervals, minimum length and character support

  • An audit report for complete activity ongoing over the used solution

User Dashboards​

  • Representation of the most valuable and useful set of information which provides an overview of how teams are performing.

  • Graphical Interface which allows user to play with data and do cross-sectional analysis easily

  • Drill down capability allows to view raw data information based on derived summary.

  • Support of custom KPI and widget development as per user’s requirement.

  • Refresh button for dashboard updation for newer entries

  • Side Panel Glider of modules for direct access

Reports​

  • Facility of Exporting and Downloading Report

  • Generation of all types of report in desired format and time interval

  • Custom report generation with desired columns and filters

  • Scheduling of future reports along with custom time range

  • Accessibility to only selected and defined stakeholder

Support Portal​

  • Creation and Management of Request and Incidents

  • Managing approvals on single click

  • Viewing Announcements on Home Page

Latest Technology and Responsive UI​

  • Newer platforms introduced with attractive UI with pictorials and icons for friendly user experience.