PureShare ® SingleView IT is an operational metrics solution that consolidates and monitors IT service management metrics. Whether the environment is a Help Desk, Network Operations Center, Call Center, or multi-function service group, SingleView IT provides executives, managers, supervisors and team members withreal-time views of performance. An Early-Warning System PureShare SingleView IT alerts managers of potential SLA breaches – or any metric that falls below defined thresholds – to enable proactive operations management. The timely results show what’s going on at the moment, provide trending information, and compare progress against objectives. Automate and Visualize Based on PureShare’s ActiveMetrics platform, SingleView IT provides direct access to answers through automation and visualization. The solution consolidates performance data from multiple sources, including systems, databases, spreadsheets, web services and others. It then renders that information in highly consumable visual information within context for specific users. Single View, Multiple Perspectives While SingleView IT aligns all staff members around a consistent view of the data, specific views help individual managers, supervisors, staff and customers to quickly obtain the status information that is pertinent to them. More detailed information is made available through drill-ins and roll-over details, enabling users to get exactly the level of detail they need. Even customers can be empowered with their own dashboards that provide information about major outages, pending changes and links to relevant knowledge bases and self-help tools. A Complete View of IT Service Management Performance A Complete View of IT Service Management Performance Use SingleView IT to: Consolidated picture of operational metrics in one place Proactive management with early warning system Automated reports and KPIs at a glance Automate data collection Metrics consolidated from multiple sources, including systems, databases and spreadsheets Visualize current status Activity and results displayed in context provide a clear picture of what’s going on Monitor key metrics Early warning system tracks call stats, incidents, problems, changes, management events and more Present multiple perspectives Share service-level metrics and trends with executives, managers, customers and staff Maximize resources Identify and focus on areas of maximum impact and manage exceptions to meet objectives, SLAs and OLAs FACT SHEET
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The PureShare logo, PureShare ActiveMetrics®, and Now You Know are trademarks of PureShare Incorporated. Information in this document is subject to change without notice; please contact PureShare directly for the most up-to-date corporate and product information. Copyright© Pureshare.
PureShare® SingleView IT is an operational metrics solution that consolidates and monitors IT service management metrics. Whether the environment is a Help Desk, Network Operations Center, Call Center, or multi-function service group, SingleView IT provides executives, managers, supervisors and team members withreal-time views of performance.
An Early-Warning SystemPureShare SingleView IT alerts managers of potential SLA breaches – or any metric that falls below defined thresholds – to enable proactive operations management. The timely results show what’s going on at the moment, provide trending information, and compare progress against objectives.
Automate and VisualizeBased on PureShare’s ActiveMetrics platform, SingleView IT provides direct access to answers through automation and visualization. The solution consolidates performance data from multiple sources, including systems, databases, spreadsheets, web services and others. It then renders that information in highly consumable visual information within context for specific users.
Single View, Multiple PerspectivesWhile SingleView IT aligns all staff members around a consistent view of the data, specific views help individual managers, supervisors, staff and customers to quickly obtain the status information that is pertinent to them. More detailed information is made available through drill-ins and roll-over details, enabling users to get exactly the level of detail they need. Even customers can be empowered with their own dashboards that provide information about major outages, pending changes and links to relevant knowledge bases and self-help tools.
A Complete View of IT Service Management Performance
A Complete View of IT Service Management Performance
A Complete View of IT Service Management Performance
A Complete View of IT Service Management Performance
Help Desks (Monitor 24-7, Front Range HEAT, Remedy, HP Service Center, Peregrine and more)
Call Centers (Inbound and outbound)
Network Operations Centers
Multi-function IT service management groups
PureShare SingleView IT is used in these service management environments:
SingleView IT
SecurityManagement
NetworkManagement
SystemsManagement
KnowledgeBase
Financials HR
Call CenterACD
WEB ConfigurationManagement
DatabaseHelpDesk
CMDBIncident Problem
Service Desk
Change
SLAs - OLAsManagement
Objectives
SingleView IT AcceleratorSingleView IT comes prepackaged with a standard set of views and metrics templates that can be easily customized. Out of the box, the solution provides a best-practice based management framework based on the following metrics principles:
• Alerts – focus on areas that require immediate action; provide early warnings of pending breaches; create awareness of current critical conditions
• Workload/steady state indicators – inform of current workloads by tickets, team, and individual agents; provide relative performance trends
• SLAs and targets – provide a macro view of results that is aligned with the organizational mission and may be tied to bonuses, such as year-to-date, month-to-date, and weekly status
Report AutomationSingleView IT also supports the need for management reports. In some cases, it replaces traditional printed reports by providing up-to-the-minute, proactive status reports. The same information that is consolidated and rendered into SingleView IT can also be integrated into existing reporting tools using the same platform. And, SingleView IT dashboards themselves can be output as reports.
Enterprise-ReadyPureShare SingleView IT is an enterprise-ready solution that resides on a server inside your firewalls and existing security parameters. It integrates with external sources of authentication, and is PDA, cellphone and Blackberry enabled.
For more details, please visit www.pureshare.com, or contact us today.
Use SingleView IT to:
Consolidated picture of operational metrics in one place Proactive management with early warning systemAutomated reports and KPIs at a glance
Automate data collection Metrics consolidated from multiple sources, including systems, databases and spreadsheets
Visualize current status Activity and results displayed in context provide a clear picture of what’s going on
Monitor key metrics Early warning system tracks call stats, incidents, problems, changes, management events and more
Present multipleperspectives Share service-level metrics and trends with executives, managers, customers and staff
Maximize resourcesIdentify and focus on areas of maximum impact and manage exceptions to meet objectives, SLAs and OLAs
www.pureshare.comEmail: [email protected] Phone: +1.866.636.6065
FACT SHEET FACT SHEET
The PureShare logo, PureShare ActiveMetrics®, and Now You Know are trademarks of PureShare Incorporated. Information in this document is subject to change without notice; please contact PureShare directly for the most up-to-date corporate and product information. Copyright© Pureshare.
PureShare® SingleView IT is an operational metrics solution that consolidates and monitors IT service management metrics. Whether the environment is a Help Desk, Network Operations Center, Call Center, or multi-function service group, SingleView IT provides executives, managers, supervisors and team members withreal-time views of performance.
An Early-Warning SystemPureShare SingleView IT alerts managers of potential SLA breaches – or any metric that falls below defined thresholds – to enable proactive operations management. The timely results show what’s going on at the moment, provide trending information, and compare progress against objectives.
Automate and VisualizeBased on PureShare’s ActiveMetrics platform, SingleView IT provides direct access to answers through automation and visualization. The solution consolidates performance data from multiple sources, including systems, databases, spreadsheets, web services and others. It then renders that information in highly consumable visual information within context for specific users.
Single View, Multiple PerspectivesWhile SingleView IT aligns all staff members around a consistent view of the data, specific views help individual managers, supervisors, staff and customers to quickly obtain the status information that is pertinent to them. More detailed information is made available through drill-ins and roll-over details, enabling users to get exactly the level of detail they need. Even customers can be empowered with their own dashboards that provide information about major outages, pending changes and links to relevant knowledge bases and self-help tools.
A Complete View of IT Service Management Performance
A Complete View of IT Service Management Performance
A Complete View of IT Service Management Performance
A Complete View of IT Service Management Performance
Help Desks (Monitor 24-7, Front Range HEAT, Remedy, HP Service Center, Peregrine and more)
Call Centers (Inbound and outbound)
Network Operations Centers
Multi-function IT service management groups
PureShare SingleView IT is used in these service management environments:
SingleView IT
SecurityManagement
NetworkManagement
SystemsManagement
KnowledgeBase
Financials HR
Call CenterACD
WEB ConfigurationManagement
DatabaseHelpDesk
CMDBIncident Problem
Service Desk
Change
SLAs - OLAsManagement
Objectives
SingleView IT AcceleratorSingleView IT comes prepackaged with a standard set of views and metrics templates that can be easily customized. Out of the box, the solution provides a best-practice based management framework based on the following metrics principles:
• Alerts – focus on areas that require immediate action; provide early warnings of pending breaches; create awareness of current critical conditions
• Workload/steady state indicators – inform of current workloads by tickets, team, and individual agents; provide relative performance trends
• SLAs and targets – provide a macro view of results that is aligned with the organizational mission and may be tied to bonuses, such as year-to-date, month-to-date, and weekly status
Report AutomationSingleView IT also supports the need for management reports. In some cases, it replaces traditional printed reports by providing up-to-the-minute, proactive status reports. The same information that is consolidated and rendered into SingleView IT can also be integrated into existing reporting tools using the same platform. And, SingleView IT dashboards themselves can be output as reports.
Enterprise-ReadyPureShare SingleView IT is an enterprise-ready solution that resides on a server inside your firewalls and existing security parameters. It integrates with external sources of authentication, and is PDA, cellphone and Blackberry enabled.
For more details, please visit www.pureshare.com, or contact us today.
Use SingleView IT to:
Consolidated picture of operational metrics in one place Proactive management with early warning systemAutomated reports and KPIs at a glance
Automate data collection Metrics consolidated from multiple sources, including systems, databases and spreadsheets
Visualize current status Activity and results displayed in context provide a clear picture of what’s going on
Monitor key metrics Early warning system tracks call stats, incidents, problems, changes, management events and more
Present multipleperspectives Share service-level metrics and trends with executives, managers, customers and staff
Maximize resourcesIdentify and focus on areas of maximum impact and manage exceptions to meet objectives, SLAs and OLAs
www.pureshare.comEmail: [email protected] Phone: +1.866.636.6065
FACT SHEET FACT SHEET
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