TRACER: ITSM Tool

Tracer_Innovation

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Tracer, CAI’s Application Support Service Management tool is one of the only ITSM tools in the industry today that provides a single point of integration for all IT Service Management (ITSM) processes, SLA performance goals, operational data, and service operations reporting. Tracer enables IT service delivery professionals to track all work throughout the complete process Lifecycle. Tracer ensures that relevant work and performance data are captured real-time as work is being performed.

These features of Tracer provide AN UNPRECEDENTED LEVEL OF APPLICATION SUPPORT VISIBILITY, CONTROL, PERFORMANCE IMPROVEMENT AND COST REDUCTION.

Only Tracer has these critical IT service management capabilities:

  • Defined WORK PROCESSES ALIGNED WITH ITIL V3 / ISO 20000 standards and specifically designed for the application support service environment
  • Work, resource, SLA performance and time data collection INTEGRATED WITHIN WORK PROCESSES SERVICE LEVEL AGREEMENT (SLA) TRACKING AND PERFORMANCE REPORTING
  • All these components function seamlessly within a single integrated operating environment and data repository.

Tracer was designed for managing the day-to-day operating environment of IT support professionals with minimal distraction from their real work.

Tracer: Where Process & Data Come Together!

Tracer Overview Process Flow_A

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