I. Process-Oriented & Collaborative Management
· Incident Management: Flexible ticket assignment and routing with seamless integration into problem and change workflows. Duplicate incidents are automatically correlated to reduce redundant handling. Full process logs ensure efficient cross-team collaboration.
· Problem Management: Workflow-driven ticket assignment and tracking, supporting root cause analysis and solution knowledge accumulation to prevent recurring issues.
· Change Management: Built-in security controls and approval mechanisms minimize risks during changes. Change requests are linked with incident and problem workflows to avoid introducing new operational issues.
· Process Design Tool: Powered by the Primgene BPS tool, supports customizable workflows, process monitoring, and forced routing adjustments, meeting enterprises’ evolving process requirements.
II. Data Security & Compliance
· Security Mechanisms: End-to-end encryption ensures safe data transmission and storage. Fine-grained permission management (functional + data-level) controls access scope. Security auditing logs all operations to meet compliance requirements.
· Privacy Protection: Access control policies restrict sensitive information visibility (e.g., asset data, user records). Only authorized roles can view or modify such data, reducing the risk of information leakage.
III. Multi-Architecture Adaptability
· Multi-Organization & Multi-Data Center Support: Modular design and flexible permission allocation support complex organizational structures and cross–data center IT operations, while ensuring data independence and controllability per entity.
· Standardized Interfaces: Provides open APIs to integrate with existing enterprise monitoring platforms and automated O&M systems, breaking down data silos and enabling unified collaboration across heterogeneous environments.
IV. Intelligent Response & Resource Optimization
· AI-Powered Service Desk: Automatically generates and assigns incident tickets, reducing manual intervention. Intelligent scheduling and expert-matching mechanisms assign tickets based on skills and experience, accelerating response speed.
· Automated Priority Definition: Incident severity is automatically determined by impact scope, user count, and seriousness. High-priority issues are handled first, optimizing resource allocation.
V. Knowledge Management & Reuse
· Unified Knowledge Base: Supports knowledge submission, approval, classification, and standardization of incident/problem solutions. Knowledge entries are integrated into workflows, enabling direct reference during resolution to boost efficiency.
· Knowledge Analytics: Reporting system tracks usage frequency, reuse rate, and other KPIs to continuously optimize knowledge assets.
VI. Process Monitoring & Optimization
· End-to-End Monitoring: Real-time tracking of incident, problem, and change process flows. Logs and analytics reports (volume-based, time-based, trend-based) provide insights for continuous improvement.
· Notification & Alerts: Integrated SMS/email notifications keep stakeholders informed at each step (ticket creation, resolution, timeout), ensuring workflows remain uninterrupted.
