Millennium Care: Business Process Enabling Software Overview

I-Care™ 4.0 Overview
I-Care™ 4.0 is a powerful service chain automation application, designed around the principles of help desk management, extended into all aspects of the service chain and underpinned by ITIL best practices. The fully web enabled, ASP based help desk application, extends globally with minimal cost and effort and allows you to configure each operating unit and location with completely unique workflow and process rules than others within your company.

Customers have the options to procure Add-On modules that enable them to customize the application through licensing of pre-built code and access rights to enable an implementation specific to your needs and budget!

I-Care™ can be procured through Enterprise Licensing, or transaction based pricing models, the latter reducing your risk through flexible financial models, increasing your spend as you increase the cost avoided.

Our Web User Interfaces are intuitive and easy to use, enabling maximum peer based up-take and accountability, and the ASP delivery model enables very rapid implementation since we host the infrastructure and application services.

Rapid transitions result in lower cost implementations, and the acceleration of all benefits to your customers.

Document Share & File Attach Bundle
MCare's service chain automation software application, I-Care™, was designed to allow customers to build on the basic application with add-on modules that fit perfectly to their organization's needs. Document Share and File Attachment are two add-on modules available to enhance the I-Care™ experience. The objective of Docushare and File Attach is to provide customers with a repository for commonly used documents, such as procurement or other services requests. This functionality can be used to support a customer's change management processes.

Contact Link™
Contact LinkTM falls into the classification of a 'bridge' product, based on Millennium Care published XML specifications. It provides customers with the ability to electronically update user profiles in I-Care™ through interface with customer systems email or ERP systems. This alleviates the need for manual entry of changes to help desk users in the contact database and thereby reduce customer costs, associated with Business Services Fees.

Transaction Link™
Transaction Link™ falls into the classification of a bi-directional 'bridge' product, based on Millennium Care's published XML specifications. It provides customers with the ability to submit incident related transactions from customer data sources (Remedy, other ticketing systems).

Supported transaction types are:

Email Link™
Email Link™ falls into the classification of a 'bridge' product, based on Millennium Care published XML specifications. It provides customers with the ability to receive emails and create incidents and updates in I-Care™ from customer defined source automatically, therefore avoiding live calls in many cases (email only, or from alert management platform and/or other sources).

Representative Modules and Relationships
Our I-Care™ suite is comprised of many modules including those below, either in production today, or soon to be released.

Report Manager Module:
The Report Manager is an intuitive tool that allows all levels of a Customer to gain immediate access to information from I-Care™ or any of the I-Care™ suite of Add-on modules. A Customer will have the ability to generate real-time standard and predefined ad-hoc reports via the web.

Administration Manager Module:
Acquisitions, new technology deployments, staff changes and department restructuring all result in a significant amount of maintenance work within the I-Care™ system to ensure the ongoing integrity of the system rules. As a result, many MCare customers need to make constant changes to their workflow, routing and system content, often unplanned.

For many customers including, MCare has been providing business services functions to make these changes. We can now provide the Customer access to the Administration Manager to allow self-service for all changes to your database within I-Care™. Included with the Administration Manager is a full training program for our in-house designate. The Administration Manager will allow the Customer to manage their own I-Care™ Business Services changes like:

Survey Manager Module:
The Survey Manager Module will provide Customers with the ability to survey their employees, customers, vendors, etc. at any time. Customers will also have the ability to receive and interpret the survey results in a rapid online format, customized by business unit. The capability will be "I.T. agnostic" and can be used for other survey requirements beyond the I.T. realm of service.

Service Level Agreement Manager:
I-Care™ v.4 provides Customers with the ability to automatically follow-up and manage existing open transactions through their life cycle, leveraging time and event based alerts and notifications. By bolting on SLA Manager, Customers will have the additional capability, by category and sub-category, region, location and 'company tree' to setup SLA targets that transactions will age against. Targets include 'street' benchmarks, internal benchmarks, committed SLAs and negotiated SLAs for all technology supported by the MCare staff, Customer staff and external 3rd parties.

Time Manager Module:
Gathering an accurate accounting of team utilization and allocation of effort to any specific service transaction is always difficult. Traditional timesheet applications allow for too much subjectivity unless integrated with the support tools. Support tools often do not facilitate tracking 'real-time' of effort per service transaction (problem, incident, change). Few organizations are able to identify the true cost to process an ITIL based service transaction such as a change or incident request. In addition, the 'fudge' factor in existing time sheets makes it difficult to ascertain availability and scalability of existing support resources.

The Time Manager Module can integrate with your existing ERP based time sheet application and compare 'entered time' to I-Care™ system time, per support transaction and support resource, resulting in powerful aggregate reporting of 'estimated' vs. 'system' effort.

The more you know about your enterprise, the more effective you can be at managing it. Time Manager coupled with the Report Manager Module provides evidence of where support and services costs are being incurred by business unit, by end user and by IT resource.

Communication Manager:
With the advent of many new communication technologies, the web has become more of a delivery mechanism for data than pure presentment of data. This means cell phones, PDAs, Voice XML and other technologies are becoming the user interface of choice for mobile workers and technical support personnel.

The Communications Manager Module is designed to complement existing user interfaces and roles within I-Care™. It enables extended updating capability by using other mechanisms available. The primary objective is to reduce live calls by providing users and technology workers with more tools to provide and receive updates. Cost savings realized by reduced or eliminated live calls by helpdesk personnel will free-up dollars to invest in other areas of the service chain without compromising quality or timeliness of support.

Financial Manager:
Understanding the pull through of your I.T. budget, by operating unit, and I.T. transaction is never a simple task.

The Financial Manager Module integrates with your existing ERP based resource systems, taking direct feeds of labour costs from around the organization on an individual basis, or using an internal blended benchmark. Financial Manager will tell you the cost to support a given I.T. user by transaction, by day, by week, month or any time increment you request. Customers will also be able to report on lost productivity for those end users when critical system issues create downtime - mandatory statistics for any solid I.T. business case when requesting capital.

Enhanced Incident Manager:
The Enhanced Incident Manager Add-on Module will allow Customers to self-administer and support end-to-end workflow processes as they relate to incident management. The Enhanced Incident Manager supports, but is independent of, any specific best practices (e.g. ITIL) thus allowing Customers and other customers to extensively customize their own transactions online.

The Enhanced Incident Manager is designed to allow users to electronically manage any type of incident request and automate much of the follow-up and management of the transactions. This module will allow Customers to manage the activities for end-to-end incident management. Activities include (but are not limited to): create, classify, diagnose, resolve or assign to specialist, monitor and track, confirm with user and close. This module will provide a high degree of flexibility thus allowing Customers to configure your workflow to accommodate and expedite your processes. In addition, unique processes for incident management can be established at department or physical location levels, allowing for greater flexibility in process without losing control or having to achieve global consensus on the methodology

Problem Manager:
The Problem Manager Module will allow Customers to self-administer and support the Problem Management process to ensure that, while short-term workarounds are in place, chronic incidents (single problems) are tracked and managed such that normal service operation is restored as quickly as possible. This ensures the best possible service quality and availability are maintained. The Problem Manager Module supports, but is independent of, any specific best practices (e.g. ITIL).

The Problem Manager Module is designed to allow users to electronically manage any type of problem request and automate much of the follow-up and management of the transactions. In particular, this module will allow Customers to manage the activities for end-to-end problem execution. Activities include (but are not limited to): create/relate (classify problem), assign to specialist, access, request permission to investigate, investigate & diagnosis, determine if problem is request, change or known problem, reassign to Root Cause Specialist, etc.

Change Manager:
The Change Manager Add-on Module allows customers to self-administer and support end-to-end workflow processes as they relate to change management. The Change Manager Module supports, but is independent of, any specific best practice processes (e.g. ITIL).

The Change Manager Module is designed to allow users to electronically manage any type of Change Request and automate follow-up and manage functions. This allows resources to focus on "doing the work". In particular, this module will allow users to support standard processes through a pre-defined "Body of Work" for end-to-end change execution. Activities include (but are not limited to): create, access, approve, build/test, duplicate handling, routine change handling, emergency change handling, plan, certify, implement, monitor and audit. The module provides a high degree of flexibility allowing customers to configure their workflow to accommodate and expedite the processes and support exceptions.

Release Manager:
The Release Manager Add-on Module allows customers to self-administer and implement changes via the Release Management Process. The Release Management Process begins with changes ready for implementation and ends when those changes have been implemented. Change Management initiates the change and Release Management completes it. The Release Manager Module supports, but is independent of, any specific best practices (e.g. ITIL).

The Release Manager Module is designed to allow Customers to electronically manage any type of Release Request and automate much of the follow-up and management activities. Activities include: plan, certify, implement, monitor, manage and control.

Please contact our sales organization to find out how our platform can be brought to bear to serve your organizations business needs.