The cloud-based REALTECH IT Service Management solution dot4 is an intuitive and quick-to-implement software that serves all your ITSM needs. Through consistent automation we make high-quality Service Management possible – regardless of your team’s size.
REALTECH’s Incident Management is a highly flexible ticket system with integrated CMDB, knowledge base, and self-service portal. Predefined workflows automatically categorize and assign standard requests. The role- and context-sensitive user interfaces allow intuitive operation.
REALTECH’s intelligent and predictive problem management system creates the best conditions for addressing problems not only reactively, but also proactively and eliminating them permanently. By this, we support you in identifying causes and deriving effective measures.
Thanks to REALTECH’s holistic Change Management, adjustments to your systems are implemented quickly and easily. The integrated impact analysis ensures smooth system operation without disrupting the availability of productive services.
Our intelligent system offers you professional management of your IT and non-IT components over their entire life cycle. In this way you provide your users, such as administrators, configuration managers, service desk staff, technical supporters or auditors, with all the information they need to meet business requirements.
The knowledge base forms the basis for effective Knowledge Management. Helpful information for users and agents is stored here as articles. Users have easy access via a service portal. As a special feature, the REALTECH Knowledge Base can be flexibly expanded simply by connecting external sources (e.g. MS Sharepoint). The integrated multilingualism also enables automatic translation of search queries.
No more logging into the service desk?
No problem with our integration in MS Teams.
Your employees will love it.
The Service Catalog forms the interface between service provider and user. REALTECH dot4 includes a ready-to-use Service Catalog in which common IT services are already preconfigured. In addition, services from other business departments can easily be included.
Service Monitoring is a unique concept of REALTECH smart ITSM. The aim of Service Monitoring is to make the quality of IT service provision visible at all times. Thanks to the associated root cause analysis, faults and their cause can be identified immediately.
IT services are created in the Service Portfolio and Catalog Management (SPCM) module and can be based on other services. Their operation is usually also based on technical IT services, such as the functioning of databases or SAP systems. If such systems fail, the service cannot be provided.
On the other hand, the operator of technical systems does not always know which IT services are based on his technology. In some cases, this can even lead to serious business process failures.
REALTECH’s Service Monitoring is structured in such a way that services of any kind carry a status. In the case of technical systems, this can be availability; in the case of non-technical objects, such as contracts, it can be their expiration date. The change of such a status has an influence on service statuses above it, so that the quality of service provision is immediately visible in the status. In the event of a fault, the same cascade points to the source of the fault and helps to quickly restore the service quality.