Job Description:
- ARIA—Self-service, virtual assistant/chat bot that exists within Service Point, that has "chat” capabilities within xFlow
- Asset Portfolio Manager (APM)—Configuration management tool that integrates with SDM
- Privileged Access Manager (PAM)—Workflow automation tool, utilized in scheduling and approving emails and tasks. It integrates with SDM with API integrations with Ensono and GitLab
- Service Catalog—Back end, administrative console for self-service form management. It has integration with SDM
- Service Desk Manager (SDM)—ITSM and configuration management tool that integrates with xTraction. It has an API integration with Ensono, GitLab, EMS, AppLens and Automation Center
- Service Point—End-user self-service portal with chat, knowledge search, ticket submission, ticket status, alerting/notification, etc. capabilities
- xFlow—Tier 1 ticket management application that integrates with SDM
Additionally, the team supports the following tools:
- Software Asset Manager (SAM)—Management tool used to track software applications and/or assets, which pulls information from multiple data sources
- Zena—Workflow automation tool, utilized in scheduling and approving emails and tasks. It integrates with AppLens and Automation Center
- xTraction—Reporting tool that interfaces with SDM
