HERMES

HERMES is a web-based solution that enables the monitoring of request and fault processes from a single platform. HERMES creates organizational memory for service management with its robust inventory management and SLA structure.

Service providers should have the ability to track failures, demand and request management, support, or change requests that may occur after the service they provide and improve their business with reports containing critical insights.

HERMES' role-based approval mechanism ensures that failures can be tracked and managed by all partners. All SLA processes related to faults can be followed through HERMES. The detailed SLA reports generated by the solution make it easier than ever to access all SLA information about technical failures.

HERMES' process-based workflow approach allows customization of failure or request management. You can set up which teams the request or failure notifications will go to, who will approve them, SLA information, and similar related processes. User-based flow control also makes it possible to control and manage process and page accesses.

 


Abilities of HERMES
 

  • Configuration Management
  • System Management
  • Organization Management
  • Asset Management
  • Control Panel
  • Failure Process Management
  • Service Requests
  • Reports

 


BENEFITS & ADVANTAGES
 

  • HERMES enables inventory, failure, request processes to be tracked from a single platform and creates an organizational memory.
  • HERMES' intelligent dashboard provides easy access to the status of failures, service requests, and summary information via graphics.
  • Reports kept with historical and instant data are sent to the relevant professionals via e-mail regularly.
  • The role-based approval mechanism enables failures to be tracked and managed by authorized partners.
  • SLA periods and liabilities related to failures can be tracked through HERMES. Detailed SLA reports make all SLA details of a fault easily accessible.
  • HERMES calculates progress payment amounts according to the actions of business partners.
  • HERMES can be used easily on phones, tablets, and computers with its responsive structure.
  • Independent database.
  • HERMES provides retrospective history with detailed logging.
  • HERMES supports high-level protocols such as API and Web Service, allowing easy development, configuration, and integration with other systems.

 


FEATURES
 

 Configuration Management:
Workflow processes are based on records. Each case record is poured into the process with its specific setups, and the case life cycle progresses step by step accordingly. When a new case record is created, the relevant teams, SLA obligation, and approval processes are determined according to the defined flows.
 

 System Management:
HERMES provides user and role management abilities, system logs, and announcements with its System Management module. It provides access to informational records such as user login logs, page accesses, event logs, e-mail communications, and error displays.

 Organization Management:
HERMES ensures that the existing organizational structures of the enterprises are defined to the system, allowing the assignments of the users and teams to the new cases. The system also allows defining the team members who need action or approval regarding the event in question.

 Asset Management:
Asset Management module facilitates reporting by keeping track of the assets in its scope. When a case record is forwarded to the partners, all relevant information about the case held on asset management is shared with them also.

 Control Panel:
The Control Panel shows all records created by the user actions on the dashboard to provide awareness.

 Failure, Service, and Change Process:
HERMES enables end-to-end tracking of all breakdowns, service, and change processes. The records created on HERMES can be made available to the desired parties with the role-based operation. It enables to get detailed SLA reports containing the records and SLA information defined according to the record type.

 System Infrastructure:
Development and configuration can be done on HERMES, which supports high-level protocols such as API and Web Service. It can be used with all systems, regardless of the HERMES database and operating system.
 

 Reporting:
HERMES provides access to the standard service desk, failure, demand, SLA, progress payment reports. It also allows creating process-specific reporting. All reports can be exported in XML format.

 


REFERENCES
 

HERMES is currently in use by the Ministry of Youth and Sports, the Ministry of National Education, the Ministry of Culture and Tourism, and telecom companies. The solution collects failure, support, and change requests related to devices and circuits in a single platform and delivers them to the partners.

 

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