06. 10. 2015 Arianna Cunaccia Events, NetEye, Service Management

High Participation at the NetEye & EriZone User Group

Some impressions of the 2015 edition

The annual event dedicated to NetEye and EriZone users was held last Thursday in Cavaion Veronese, near the Garda Lake. The exchange of experiences among users and the collection of new proposals for future improvements were the main objectives of the day.

NetEye & EriZone User Group 2015

Hubert Kofler, the CEO of Würth Phoenix, has welcomed the participants – “The core values of our company are based on the innovation, trust and continual improvement of our services, which is why the User Group is the premier event for our solutions during the year. Our customers’ feedback is essential to optimize our offers and align them with the market demands. ”

The welcome speech of Hubert Kofler, CEO of Würth Phoenix

Unified Monitoring with NetEye: complete control in Microdata Group

Alfredo Martini: the NetEye monitoring strategy in Microdata

Alfredo Martini, IT manager at Microdata Group, company that provides outsourcing services for the complete management and storage of documents processes to support the business, presented its NetEye monitoring strategy. “In an extensive and heterogeneous environment as ours, it was essential to adopt a comprehensive and centralized monitoring solution to control our systems and more than 150 critical processes that make up a total of about 3500 daily cycles” underlined Martini.

ITIL best practises with EriZone

Stefano Moscatelli DigiCamere: Le best practise ITIL per il Service Management - l’adozione di EriZone in DigiCamere

Stefano Moscatelli DigiCamere: The ITIL best practise for the Service Management – the EriZone adoption in DigiCamere

Later on, the speech of DigiCamere, moved the focus on EriZone. With the IT Service Management project DigiCamere faced a major challenge: the redefinition of the entire support and organizational processes. “Efficiency, simplification, measurement, development of internal resources, end-to-end vision, role specialization and synergy between the areas constituted the drivers for the entire project implementation phase” explained Romina Rossini and Stefano Moscatelli of DigiCamere. “With EriZone we manage all Incident, Service Request and Problem processes and we are able to organize over 1,500 daily requests received by our contact center.”

The latest features of NetEye 3.5 and future developments

Georg Kostner: news on the latest 3.5 NetEye version

After lunch Georg Kostner, System Integration Department Manager, has introduced the latest released features: the new rule-matching engine in the Event Management and the integration of Elasticsearch, Logstash and Kibana in the Log Management. Additionally, he presented the Real User Experience use cases and the latest developments in terms of Service Level Management and Availability Management by concluding with the recent release of Alyvix 2.

The EriZone 3.4 highlights

Nicola Degara: Gli highlights e le recenti innovazioni di EriZone

Nicola Degara: the innovations and highlights of EriZone

The new modules of Change Evaluation and Budgeting represent the major highlights of EriZone 3.4, that will be released in the coming months. “Some of the main features that will be included in the latest version are the recurring tickets, new transition action for the realization of customized processes, SLA selection based on the impact and the new online support.” announced Nicola Degara and further anticipated that “the latest version of EriZone 3.4 will be released by the end of 2015, while in 2016 we have already scheduled the certification of EriZone as ITIL product with Axelos and the migration to OTRS 5, with the major release of EriZone 4.0”.

Brainstorming among the customers for a continual service improvement

The final workshop ended up the day. The participants, divided into different groups, defined new areas for improvement to extend the functional range of EriZone and NetEye.

Brainstorming among the particpants to define new areas of improvements for NetEye and EriZone

Brainstorming among the participants to define new areas of improvements for NetEye and EriZone

Photogallery

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If you would like to get the presentations of the User Group please do not hesitate to contact us by sending an email to usergroup@wuerth-phoenix.com.