The RMS Customer Service Centre (CSC) is a web based service delivery framework or portal. It allows users (such as customers, IT staff and management) to access the RMS Service Management Suite from their specific business context, requirements, process and language.
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Controlled by a powerful content management system (Active Site shown below), the CSC can quickly and easily be structured to suit each organisation and user type requirements. Typically, it is structured to give access to users by business function, this allows organisations to specify the view for each group of users. For example:
The CSC provides simplified incident/problem logging for customers. In the example below the system has been configured to present a menu option "I have an issue" which accesses a simplified incident record. The degree of detail provided to the customer is determined by the configuration. Customer contact details can also be auto-populated from their user log on and in this example only the description of the fault is required.
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The CSC can also interrogate the CMDB to publish information on assets, inventory, contracts and management reporting. The RMS Management Information System is also integrated into the RMS CSC to provide access to performance statistics and reporting. Access to this information can be controlled by privileges.
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The CSC provides functionality such as Bulletin Boards, key information and document stores. Furthermore, it also provides an interface to both the RMS Solutions Database and RMS Knowledge.
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The RMS web interfaces, which form part of the RMS Customer Service Centre, along with the Active Site content management system, are as follows:
