ASG-Automation Center
for IT Service Management (ITSM) and Problem Resolution

ASG-Automation Center extends ASG's advanced IT Service Management capabilities to the Internet. ASG-Automation Center allows you to manage service desk challenges, problems, modifications, and assets anywhere at anytime via a browser. Help desk analysts, departmental and branch IT coordinators, managers, and end-users can access your company's help desk system without having to license, install, and maintain software on their PC.

Features at a Glance

• Deploys help desk and browser access at any location, enterprise-wide
• Enables replication of service desk, problem, and change records
• Provides new tables such as Privilege, Authority, Approver, User, and Lookup
• Supports asset management for hardware, software, features, and groups of related components
• Includes links for using Approvers, Downtime, Systems Applications, Attachments, and Transfer forms from the new Problem screen
• Enables service and equipment vendors to access records pertaining to repairs, changes, and installations assigned to them
• Monitors OS/390 mainframes and distributed systems (UNIX, Windows NT) for system and application alerts, automatically creating problem tickets, escalations, and notifications
• Displays all service desk, problem, or change records assigned to the help desk analyst
• Notifies all users of key service desk tickets at log-on with the dynamic broadcast window, which automatically refreshes itself if new broadcast tickets are issued
• Records tickets created by a single user, by department, or by the company with "Help Yourself Desk"
• Enables problems to be documented and tracked to individual assets through powerful asset management tools
• Simplifies navigation and reduces user training and learning curve with tabs and dynamic look-ups
• Assigns problem records to the correct support technician based on existing rules in the Automation Center database
• Allows the service desk to identify and select callers by company name, company ID, location ID, or user names within any combination of company and location
• Receives automatic problem ticket generation, notifications, and escalation of alerts from third-party products including, Tivoli NetView, REXX, EDM, OPC, SAP, Tivoli TME, BMC Patrol, CA/Unicenter, FirstSense, Harris Network Manager, Pivotal, Microsoft SMS, and e-Security OeSP
• Runs with Microsoft Internet Information Server on Windows NT, Windows 2000, IBM DB2, Oracle8i, or Microsoft SQL/Server
• Utilizes ASG-Server Facility as the middleware layer for event notifications to Automation Services for any process running on OS/390, Windows NT, IBM AIX, HP/UX, Solaris, or Linux

Other ASG Products that Complement ASG-Automation Center

• ASG-PreAlert/IDMS for CA-IDMS Monitoring
• ASG-Sentry for complete network management
• ASG-becubic for Understanding and Managing the Enterprise’s Application Portfolio
• ASG-Zeke for OS/390 and VSE enterprise event scheduling
• ASG-Trackbird for Asset/Configuration Discovery
• ASG's BSP Service Dependency Mapping
• ASG's metaCMDB for Change and Configuration Management

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