EcholoN holistic service management

EcholoN - Made in Germany - is a comprehensive yet easy solution for your service, support and customer care.

 

 

Comprehensive service management solution - simple procedure model

From simple ticketing with simple ticket entry to help desk with knowledge database, service desk with the standard processes (incident, problem, change, configuration management and service level management, etc.) to the holistic service management suite, EcholoN provides all the necessary functions and processes. Application templates (or schemes) can be used to standardize procedures can be "loaded", such as e.g. the good practices according to ITIL.

Powerful yet easy and very flexible

EcholoN is flexible in process customization. You can serve your required functions and processes (helpdesk, service desk, incident management, asset management, etc.) from the standard or individually and update secure to your company-specific requirements - from simple mask customization to the complex process workflow.

EcholoN has a hybrid operating model

  • Buy or rent, we offer both models with affordable packages for any size of business.
  • On Premise: You want full control of your system and operate your service management solution completely inhouse.
  • Cloud based / SaaS: You favor a cloud solution without burdening your infrastructure and operate your service management software in the EcholoN cloud.
  • Managed Service: You prefer a worry-free package and want to focus on your processes.

EcholoN Framework

EcholoN Framework

  • Service management
  • ITSM e.g. ITIL
  • Task management
  • Sales / CRM
  • Service asset management
  • Emergency Planning (BCM)
  • Facility management
  • maintenance
  • Requirements management

EcholoN Modules

  • Service portal
  • Data workflow system
  • Inventory service
  • CTI / ACD coupling
  • UCC accessibility solution
EcholoN Framework

With the EcholoN product range, we offer you all the software systems you need to make your support more efficient, from a single source. A very important aspect for us is the satisfaction of our customers. This leads, among other things, to the fact,that we implement individual wishes of our customers, fast and unconventionally, as standard in the EcholoN Framework.

The basic system forms the core of the EcholoN application. With this module you can already manage your complete service. The application supports the classic client / server model with comfortable Windows clients as well as distributed applications with modern web clients. The entire EcholoN system was developed on the Microsoft .NET Framework.

All departments involved in the process are efficiently integrated into the process chain in order to significantly increase support performance. Here, fast information on the Windows and Web client or mobile solutions are as important as detailed evaluations of individual processes.

Extensions and modules such as the EcholoN Data Workflow System (DWS) or the SAP Connector complete the EcholoN product range.

Example process from Incident Management
  • Contact identification 1

    Caller ID is automatically based on the phone number, email address, name or user ID, depending on the input channel

  • Object mapping 2

    What is it about, a service, a component, a device, a facility or a system? With direct access to the configuration database / CMDB

  • Fault detection 3

    What is the problem, the need or the requirement... About Ticket and Transaction Templates with one click

  • Problem-solving 4

    Direct, automated search while recording in the knowledgebase.

The following advantages are offered by the use of EcholoN in the service desk and incident management:

  • Clear and structured process acceptance via wizard
  • Transparency of the processes through logging, time and effort recording
  • Increase of the initial solution rate through integrated knowledge database
  • Extensive reporting for cost-benefit analysis
  • Fast, efficient process-recording using procedure and process templates
  • Direct connection to network management (PRTG, Nagios etc.)
  • Increase customer satisfaction
Example Process for Proactive Problem Management
  • Network Monitoring 1

    Via SNMP traps or via direct coupling of all common monitoring tools (PRTG, Nagios etc.).

  • Evaluation Incident Reports 2

    Real-time reports and trend analyses provide information about all the influences of system operation.

  • Categorization 3

    A problem is generated automatically or by the problem manager.

  • Analysis 4

    The problem can be analysed with the help of EcholoN. Impact on the infrastructure can be identified and evaluated immediately.

  • Solution 5

    The problem management initiates a request for change to solve the problem.

The following advantages are offered by the use of EcholoN in problem management:

  • Proactive problem management to prevent incidents and increase the availability of IT services
  • Clear presentation of all connections for an effective problem analysis
  • The number and effects of known errors can be evaluated and thus serve as a decision criterion for the acquisition of, for example, new IT components
  • Increase the initial solution rate by providing solutions in a knowledgebase

Example change management process

 

  • Change detection 1

    Collection of standard or normal changes via templates possible.

  • Classification 2

    Classification by category and impact with appropriate risk assessment for operation.

  • Approval 3

    Decide if the change should be done or not (CAB).

  • Planning 4

    Monitoring and planning with milestones and ongoing scheduling via change calendar.

  • Creation and test phase 5

    Involvement in the respective departments for further coordination with the necessary resources and ensuring the quality of service.

  • Release 6

    The release is made after appropriate test and review, with orderly withdrawal (back-out plan) if required.

  • Implementation 7

    Change management makes sure that the change acc. To the time frame is implemented and coordinates the necessary tasks with the department

  • [Translate to English:] Change review 8

    Was the change carried out as planned? Have the goals and results been achieved? Were time and budget respected? Have problems occurred?

The following advantages are offered by the use of EcholoN in change management:

  • Clear overview of all changes to be made within a period
  • Better assess the impact of changes through a graphical representation of all affected objects such as business units, systems or components
  • Time and resource planning for the execution of large changes
  • Increase user and customer productivity through fewer disruptions caused by unauthorized changes