A proven service management foundation

Visual approach

The ServiceFlow Platform implements Digital Fuel’s patented Visual Design technology for defining the business rules that flow into SLAs and financial calculations. With it, business users can model the complex logic behind various types of business obligations – no coding required. The ServiceFlow Platform also provides a wide range of required data processing capabilities, giving users a simple, wizard-driven way to connect to underlying data sources. These tasks are executed in accordance with defined business rules.

Key platform components

• Service Repository: Allows the creation of service hierarchies, individual services, and service relationships, and maps services to configuration items, service level metrics, price formulas, and more.
• Agreement Framework for SLAs, OLAs, KPIs, UCs: A comprehensive framework for managing various types of service agreements.
• Correlation Engine: A robust data correlation engine that processes all the collected data against service agreements and performance and financial calculations, per customer, geography, organization, or vendor.
• Visual Designer: Allows defining the business rules that flow into SLAs and financial calculations with no coding required.
• Data Manager: Provides a wide range of required data processing capabilities, giving users a simple, wizard-driven way to connect to external data sources and associated data processing tasks.
• Reporting and Analytics: A range of capabilities for end users (customization) and advanced users (new report template creation with a feature-rich report generator).
• Web Forms: An intuitive way to capture end user data entries through customer surveys and other communications.
• Dashboards: End user-definable layouts allow users to customize their experience.

Core capabilities

• Services, Customers, Geographies: An intuitive way to handle services, customers, geographical locations, providers, and other business objects.
• Configurable User Roles: Facilities for administrators to set up new user roles and choose suitable permissions for existing roles through an intuitive, simple user interface.
• Multiple Time Zones: Created for global deployment, allowing users on different continents to work in their local times.
• Aligned with ITIL v3, ISO 20000, eTOM, and COBIT: Allows implementation of service management processes consistent with the recommendations provided by ITIL v3, ISO 20000, eTOM, and COBIT.
• Enterprise Ready: Fully Web-based and J2EE-compliant, and offering world-class security, reliability, high availability, scalability, performance, and usability.