Innovative IT Service Management Solutions enhancing performance and scalability of businesses: Cireson

In the digital world we live in, IT Services and Management plays an important role in establishing processes and procedures that optimize the use of technology and the services built around it. It encompasses everything that comes under the IT umbrella, from implementation to incident resolution operations of hardware and software and operations.

Globally, there are various companies providing excellent IT services and Management, among them Cireson stands out. Since 2011, Cireson has pursued one simple, powerful idea: to be the forward thinkers on all things Microsoft Service Management. With that idea in mind, Cireson has developed IT Service and Asset Management products and services exclusively for the world’s most trusted, proven and secure technology ecosystem: Microsoft. Its full suite of software solutions natively integrates with Microsoft technology, both on-premise and in the cloud, allowing companies to extract maximum value from their existing Microsoft investments. Today, the company’s values from the beginning remain the same; keep it genuine, do the right thing, and listen to customers. Taking pride in Cireson’s expertise, it proudly boasts some of the brightest and most fanatical IT professionals in the industry.

My Active Work Items App

The My Active Work Items app provides visibility to all of your assigned daily work items such as incidents, problems, service requests, releases, changes, and activities, for you and your associated support groups without having to continuously switch between views. For example, view all my incidents then move on to all my changes, and so on. Having visibility to all your assigned work items could never be more clear and simple. Service Manager allows for an analyst to assign work items, incidents, activities, problems, service requests, changes, releases, etc. to analysts or support groups. However, it’s impossible within a single view to see all the work items that are directly assigned to an analyst or their associated support groups.  Cireson developed the My Active Work Items app to solve this problem and provide clarity where it matters most.

Group Assign App

The Group Assign app aligns an organization’s natural business requirement of grouping IT staff to IT groups with Service Manager. This app allows for analysts to be associated with support groups within the incident management and service request fulfillment area for group assignments. With the introduction of this app to your Service Manager environment, assignments to analysts and support groups become easy and intuitive. You no longer have to search through Active Directory to assign to an analyst, or escalate to a support group. Assignments to analysts are visually simple as you only see the right analysts at the right time. Service Manager allows for analysts to re-assign incidents and service requests to individual analysts or individual support groups. This makes assigning incidents or service requests very difficult as there is no filtered view for just analysts, or their associated support groups. This challenge inspired Cireson to create an easier, more effective way of linking analysts and groups.

SCSM View Builder App

The View Builder app redefines all processes associated with the often-used, out of the box View Editor. Operating beyond the normal confines of the View Editor, this product allows for creating views with powerful insights within both the work items and configuration items work spaces. This sophisticated tool also significantly improves the way analysts understand work items and take action on those work items. Service Manager allows for an analyst to create views that show filters of different data, such as all open incidents, incidents assigned to me, service requests assigned to a support group. However, to create insightful views, analysts must edit raw XML and in some cases create additional code to purpose the view for its true intent. Simple examples of renaming columns or auto-refreshing a view reflect instances of the code-based effort in managing this exercise. This creates a time consuming, complicated, and undocumented process when creating an essential element of the Service Manager workspace. These are the kinds of challenges that really drive Cireson’s inspiration engine, and the View Builder app is a great example of a seamlessly delivered headache saving solution.

Affected User App

The Cireson Affected User app straightens out customer interaction when creating work items. In a single interface, an analyst can capture the customer’s information, understand the issue at hand, and then easily determine whether the request is an incident or a service request. With the introduction of this app to your System Center Service Manager environment, analysts no longer have to bounce between incidents and service requests while interacting with customers. Service Manager allows analysts to create incidents or service requests; however, they are required to know the type of work item prior to capturing the customer’s information. This makes the interaction with a customer cumbersome and sometimes backwards. The Affected User app was inspired as a solution to this issue, and now alleviates it completely.

Shaun Ericson, Co-Founder

“We strive to not only make IT better, but to do our part in making the world a better place as well. We donate our time and a portion of our profits to social-change organizations so they can amplify their impact.”