Developed by Eden Corporation, IT PowerPAC WS, is an award-winning Service Management application designed to maximise the efficiencies across IT organisations so companies benefit from increased work-flow and productivity, while lowering costs. IT PowerPAC WS will:

Simplify how IT departments manage their help desks, service callers and resolve tickets and issues;

Simplify software defects, bug tracking, and reporting;

Simplify software and hardware asset management, polling, and systems changes; Simplify how organizations manage their projects and resources;

Designed for the IBM Websphere Application Server, IT PowerPAC WS™ is a suite includes software applications for Service Desk and Incident reporting, Problem Management, Configuration Management, Change Management, Knowledge Management, Service Level Agreement monitoring and compliance, and a host of analytical and statistical reporting tools.

IT PowerPAC WS sports an entirely new user-interface, navigation and design, and incorporates numerous exclusive features all focused on improving “time-to-resolution” and providing improved visibility into IT performance and optimization metrics. Most notably, the software is designed to be easily set-up, configured and deployed.

ADVANTAGES:

Intuitive Navigation and Work Flow to Increase IT Team Productivity:
IT PowerPAC WS manages work-flow the way you manage work flow. You can change both workflow and all technician and end-user views. You can have software that’s exactly right for your environment.

Regardless of what you’re trying to accomplish, all IT Service tasks, work-requests, projects, issues, tickets and every other category of IT operations is maintained, related and integrated to give you a complete picture of the problem and solve it in the shortest time.

Fully configurable, administrative features allow you to modify the text and view formats, add fields, forms and even work-space layouts to match corporate standards.

Navigation is user-friendly and straight-forward; facilitating proper ticket handling and resolution. Prompts and required fields indicate “must-have” data important to your organization.

Calls for help are prioritized, and technicians can be automatically notified by email or pager. Mission-critical problems get solved first.

Thorough and Feature Rich:
Sometimes you need more. Eden’s IT PowerPAC WS provides enterprise level Service Management with uncompromising functional capabilities and the highest degree of process sophistication.

Through state-of-the-art programming and technical expertise, Eden has created a solution that not only contains the features demanded by IT professionals, but also provides the unparalleled performance, agility and flexibility to leverage those features and improve Service Quality.

Executive & Sub-level Portal Views
Help Desk/ Call Center support and resolution
Domain-specific Help Desk Reporting
Asset Manager
Domain-specific Asset Reporting
Issue & Defect Management
Domain-specific Issue Reporting
IT Work/Task request & Requirements Management
Reporting, charting and analytics

Improve overall IT Service Quality:
IT PowerPAC WS puts data to work and does more than track and manage, it collects actionable data to improve processes, procedures and provides a forum for IT education.

Our sophisticated KnowledgeBase captures institutional knowledge and reduces duplicate effort on repetitive issues. Solve a problem once and then automatically resolve similar issues with the click of a mouse. Technicians find the answers they need at their fingertips. Escalation is reduced, and call turnaround time decreases dramatically.

Client surveys allow you to get feedback from the people you service. Identifying and addressing strengths and weaknesses leads to increased user satisfaction. Further, an automated Coaching and Training function gives the Help Desk manager the tools needed to assess and enhance their staff’s performance.

Tracking and Measuring tools to Improve Team Performance:
Your IT department is a repository of vital feedback and statistical data, which indicate organizational strengths and weaknesses. When this information is properly filtered and understood, the result is increased efficiency and superior performance. Eden’s sophisticated reporting allows you to project and chart the trends that matter. You can proactively service your organization and get the maximum potential from every technician - and every end user. Understand which issues come up time and again, and customize your training. Know when the peak call times are, and staff accordingly.

Superior performance and security:

Security in J2EE
Eden’s IT PowerPAC WS is a J2EE Compliant Application. Components within the J2EE platform include Java Application clients, servlets, JSPs and EJBs. Eden implements the J2EE platform containers that provide the runtime services and support for these components.

Security in WebSphere
WebSphere Application Server provides a unified, policy-based, and permission-based model for securing Web and Enterprise Java resources according to the J2EE specifications. Specifically, Version 5 complies with J2EE specification Version 1.3 and has passed the J2EE Compatibility Test Suite.

Flexible and scalable to meet your needs now, and in the future:
Many structured-process applications are simply incompatible with proven organizational methodologies. For a IT team to both streamline support processes as well as reduce the costs to manage the service department, a service management application must be flexible and completely administrable.

Eden IT PowewrPAC WS provides complete flexibility for IT technicians to configure everything within the application from custom fields, required fields and drop down text to the information displayed to end users, access levels and even their application visual themes.

Further flexibility is provided in our unique charting and reports wizard which provides a view into any data point with the application. This kind of flexibility means you can personalize your view and your workspace to meet the specific idiosyncrasies of your industry, company and department.

For more information, see the Eden website