IT Service Management with EriZone Converting support quality into service excellence

FACTSHEET ERIZONE

2 EriZone by WÜRTH PHOENIX www.wuerth-phoenix.com

SERVICE QUALITY

EriZone enables you to increa-se and quantify your IT service quality.

EFFICIENCY

You will maximize the efficien-cy of your service organization by increasing your customer and employees‘ satisfaction.

VERSATILITY

EriZone can be deployed to manage processes of all business areas following ITIL best practices.

SECURITY

Automated opening of a secu-rity incident assure a prompt signalization and removal of security issues.

>> EriZone is your Service Management

solution to manage tickets and processes

according to ITIL best practices.

>> Based on open source technology,

EriZone is delivering superior service

to your customers and internal users to

manage service processes across all

business areas.

>> EriZone offers a range of features for the

Service Desk to support dedicated ITIL (IT

Infrastructure Library) processes.

>> EriZone is compliant with ISO 20000

and ISO 27001 information security best

practices, all related to information protection

and supporting business processes in line

with your security policies.

YOUR ADDED VALUE

3EriZone by WÜRTH PHOENIX© Würth Phoenix

ALL SUPPORT PROCESSES...through the ITSM know-how of Würth Phoenix

15 ... certified ITIL consultants

5.0

... the new EriZone Release with a completely re-elaborated user interface

23.000... companies, supported by customer PensPlan using EriZone

13... years of experience in ITSM

15%... yearly growth in consultancy service within EriZone projects

ERIZONE - IT‘S MORE THAN JUST IT

› A comprehensive Service Management solution EriZone has evolved over the last years, becoming a comprehensive

Service Management solution to address enterprise requirements.

› New look and feel EriZone 5 comes up with a completely new look and feel. The

graphical user interface (GUI) has been redesigned to provide a clear, intuitive and homogeneous design, and a common service model for your employees.

› Saving costs EriZone makes an administrator‘s life much easier and helps to save

operative costs in ITSM.

› Versatility EriZone is not limited to support and Service Desk management. It can

also be used to manage business function services from service strategy through to service.

› Business enabler EriZone is a business enabler, providing the technology to support

business-wide Service Management.

1.500... daily tickets generated by EriZone customer DigiCamere

FACTS & FIGURES

4 EriZone by WÜRTH PHOENIX www.wuerth-phoenix.com

HIGHEST QUALITY OF SERVICE... with Würth Phoenix and EriZone

OUR SERVICES

› Project scoping and project management of your

entire implementation with ITIL certified consultants

at your disposal.

› Architecture review and analysis of the existing

service processes.

› Deployment and rollout.

› Training of users and administrators.

› Customization and individual documentation.

IT projects are more than software solutions. They depend on a deep understanding of your market uniqueness, on the competence and methodology

of the people working for you, on the quality demands you expect in choosing your IT partner. Würth Phoenix is your secure, stable and international

experienced IT partner, supporting you in achieving valuable business results.

5EriZone by WÜRTH PHOENIX© Würth Phoenix

GET AN OVERVIEW OF ALL YOUR SERVICE PROCESSESEriZone as your integrated Service Desk solution

ERIZONE - AN ITIL BASED SOLUTION

› Incident Management: with EriZone incidents and their

automated categorization and classification are clearly structured,

with the possibility to involve different hierarchical and functional

levels according to impact and urgency.

› Asset und Configuration Management: with EriZone you have

direct access to the CIs in the CMDB, which are assigned to the

requesting user. CIs are categorized according to typology and

linked to the corresponding contracts and devices.

› Service Catalogue Management: EriZone comprises the creation

and management of a Service Catalogue with the possibility

of grouping according to responsible person, classification into

categories and assignment to competence centers.

› Service Level Management: with EriZone you can evaluate

delivered services to monitor the compliance with defined SLAs

in a easy to use and structured way. Illustration of SLAs on

dashboards will encourage management awareness regarding

service quality and the appropriate allocation of your resources.

ERP & CRM

6 EriZone by WÜRTH PHOENIX www.wuerth-phoenix.com

ERP - CRM - IT SYSTEM MANAGEMENTWürth Phoenix business software – it’s all a matter of the people involved

ABOUT WÜRTH PHOENIX

› As software company of the Würth Group, Würth Phoenix implements and

supports industry-specific ERP, CRM and System Management solutions.

› We are solution partners for business processes with distinct core competences

in the wholesale distribution, IT Management and service processes. We

ensure the competitiveness of market-leading companies by evolving software

quality into service excellence.

WHAT WE STAND FOR

CONTINUITY

Our work and offers are oriented towards long-term stability and cooperation with our customers.

QUALITY

To us, quality means always calling things into question and achieving a balance between continuous renewal and exten-sion of the tried-and-trusted.

FOCUS

The major focuses of our market access is a customer-oriented approach, thought and realizati-on that emphasize our strengths.

TRUST

Our customers trust in our actions. Their resulting benefit determines what is innovative, marketable and thus successful for them.

7EriZone by WÜRTH PHOENIX© Würth Phoenix

VOICE OF THE CUSTOMEREnthusiastic users are our best reference

„Service Management with EriZone has increased the quality of our customer service - efficiently, effectively and transparently.“

Arianna Giudiceandrea, Head of Sales Processing Microtec S.r.l.

EXCERPT FROM CURRENT ERIZONE PROJECTS

REFERENZEN

Würth Phoenix S.r.l.via Kravogl 4I-39100 BolzanoTel: +39 0471 56 41 11Fax: +39 0471 56 41 22E-Mail: info@wuerth-phoenix.com

Würth Phoenix S.r.l.Via Tiberina Km 17,600I-00060 Capena (Rome)Tel: +39 06 90 10 11 11Fax: +39 06 90 10 11 10

© Würth Phoenix S.r.l.

www.wuerth-phoenix.com