Our ITSM Suite
Remdiz is a software suite developed by Caparizon for IT Service Management. It is a cost-effective, scalable ITSM product, which helps to reorganize and transform technical support processes of an organization. Broadly, Remdiz has four components:
1. RemdizApp – a Desktop Agent App for Remote Management and Issue Registration. It is a Windows-based agent installed on every PC or laptop in the organization that has to be managed and tracked under ITSM.
2. Remdiz Remote – for Fixed Asset Management and Service Issue Management
3. Remdiz Server – the server component for Remote Management
4. Remdiz Mobile – the mobile component which can be used by service personnel on the field to see requests generated, update the status after servicing requests and track the status of requests.
The features and highlights include the following:
Asset Lifecycle Management
Remdiz Remote helps enterprises to manage assets throughout their lifecycle and to document the depreciation of all fixed IT assets depending on the depreciation policy of the organization. It helps IT departments to model the extended enterprise with a Head Office, Regional Office, and it’s numerous Branch Offices that use different categories of networked assets. The assets and their parent assets, if any, can be registered against branches and given a unique ID. A Custodian and Asset User can be assigned to each asset; and as they change over the life of the asset, those changes can be effected. Details such as Asset Value, Residual Value, Depreciation Board, Computation Method, Time Method, and other relevant fields can be set or configured when the Asset is created, in accordance with the organization’s accounting principles to compute depreciation and end-of-life value. The identified assets can be disposed of through an Asset Sale, Disposal, or Transfer to (another) Cost Center and the relevant process employed can be recorded for the individual asset.
Software and Hardware Management
Remdiz offers modern IT Service Management capabilities, by providing options for IT Ticketing, Remote Desktop Management, Issue Tracking, and Contract Management including SLAs. In Asset Registration, it is possible to record the asset IP address and use it for managing machines on the network. Service personnel can modify it as per IT policies, whenever required. Similarly, other remote machine configurations such as host name, user accounts etc. can be easily created or modified by authorized administrative users. Remdiz helps administrators easily locate machines on which Remdiz is not installed at any branch, thus ensuring machines that must be managed are never missed out. When Remdiz is installed on each machine, it logs the software installed on them and displays it for all machines in the organization. It scans the network for both SNMP and non-SNMP assets and obtains details such as the software licenses. If it detects software, not included in the White List maintained by the organization, Remdiz notifies the authorized personnel. The risk posed by hostile software to organizations or the loss of productivity due to missing key applications on machines spread out across branches is a common problem that adds to the administrative workload. Remdiz automatically starts a scan and notifies authorized administrators about essential software that is not installed on machines. Similarly, these users get a system generated email after Remdiz identifies unauthorized hardware devices installed or if a crucial hardware is uninstalled from a machine.
Easily configurable services and templates
Service Managers can configure services that would be provided by different contracts and service stages. In addition, contracts and contract stages can be configured so that the different stages of a contract till its closure can be modeled. To ensure proper service management, complaint stages, complaint templates, common complaints that users may pick from when registering issues can all be configured. Remdiz Remote also lists all the AMCs and the assets that are associated with each AMC, to make it easier for service providers to monitor that AMCs are followed.
Issue management and remote issue resolution
Issue Registration is easily possible using Remdiz and an Issue Template helps users to quickly record an issue faced on an asset or machine and seek a resolution. A Service Manager can see issues raised by users in a selected branch and can assign them to individual members of her team. The service desk staff can launch the Remdiz S from the Issue List assigned to her and do a remote login to access any asset of any branch of the extended enterprise in order to resolve the issue. This is possible only after the end users grant access to their system. When issues on multiple machines have to be resolved at a time, the Remdiz administrator can connect to more than one remote machine at a time with the end user’s permission. The remote access enables the organization’s service desk staff to proactively act on issues across the extended enterprise, reducing resolution time. This translates into greater productivity for the business and ends users, making the service desk and IT team a reliable partner working with the rest of the organization in achieving its goals.