Bangalore: Wipro Infotech, a leading provider of IT and business transformation services has announced that its eHelpline tool has been certified by Pink Elephant, the world’s leading consulting and training provider in the IT Infrastructure Library (ITIL) best practices framework.
eHelpline version 3.0 becomes the first ITSM tool from the Asia-Pacific region to be successfully assessed for PINK Verify 3.1 for the 3 key processes Incident Management(IM), Problem Management (PM) and Change Management (CM) by the Pink Elephant corporation for its adherence to ITIL V3 standards, capabilities for its automation and documentation standards. It is also among the first 5 ITSM products that are currently certified on the latest PINK Verify 3.1 toolset.
In a release, Ramkumar Balasubramanian, GM – Practice & Business Development, Manage IT, Wipro Infotech said, “Over 150 customers are serviced by Wipro’s homegrown eHelpline tool. This is indeed an important milestone for us and reiterates our commitment to provide our customers IT best practices that are recognized globally”.
Pink Elephant is recognized as an ITIL Licensed Software Assessor, by the APM group. With its decade-plus track record of independent tool assessment experience, PinkVerify is the most mature and rigorous tool certification program in the world that objectively assesses a software tool’s enabling applications against the definitions and workflow requirements of the following ITSM processes.
Pink Certification for eHelpline 3.0 means the tool is in compliance with all the ITIL V3 norms, methodologies and recommendations. eHelpline has also been assessed for capabilities on automation and user documentation for getting certified on OGC Swirl an ITIL body. With this prestigious certification, eHelpline 3.0 would be positioned along with the leading ITSM tools in the market.
For managing services, a single system to support all processes and manage the business services with the underlying infrastructure upon which an organization depends is required. eHelpline is one such product which is an integrated ITSM solution offered as a suite of service management applications. It specializes in providing workflow automation and seamless integration to service desk applications across key ITIL processes resulting in rapid organizational adoption and process efficiency.
eHelpline has extensive features that include registering, classifying & prioritizing incidents, problems, request for changes, request fulfillment records etc. It also has other options like scheduling, escalation, knowledge management and service level management with performance measurements through extensive reporting supported by ability to conduct c-sat surveys, and also manage human resource availability through attendance module. The eHelpline tool has modules on Incident Management, Problem Management, Request fulfillment, Change Management, Service Asset and Configuration Management, Knowledge Management etc.
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