Customer support
In the past days we activated a new IT procedure to manage the support requests (Incident Management), reserved to the customers who subscribed to the maintenance service for CMDBuild or for openMAINT.
The problem-solving activities carried out at the first and second level by our technical support are obviously controlled through a CMDBuild workflow, while the portal is based on the CMDBuild GUI Framework.
Every customer will receive an account and an URL to access the self-service portal. In this way you can open new requests and check the resolution process of the open ones.
While we are about to activate all customers' accounts (this was delayed due to summer vacations), from now all the requests received in any form (email, phone calls, etc.) from a first half of our customers are inserted manually by our technicians by opening a new workflow, and then are managed in the system through all the automatic mechanisms implemented.
Useful links
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CMDBuild on the field: ILafarge France
In this newsletter we want to describe you how CMDBuild is used by the French company Lafarge, world leader among the producers of building materials.
Here's a short description sent by them.
"Lafarge France has been using CMDBuild for the past 3 years.
It has been chosen because it was (and still is) the best OpenSource CMDB solution and can even easily compare with big vendors solutions (e.g. ServiceNow).
We use a home made model heavily based on TOGAF(r) and ArchiMate(r) (both registered trademarks of The Open Group), promoting CMDBuild to a full feature Enterprise Architecture Repository.
Thanks to CMDBuild and its data integration and reporting capability, we have now a clear view of our assets (even some intagible ones) and are able to really manage our services and costs.
The possibilities offered by such a tool are really endless, our teams use it every day for a lot of purposes (manual updates, impact analysis, report...) and would not be as efficient without it.
I highly recommend it."
The openMAINT and READY2USE products
The openMAINT and CMDBuild READY2USE products are achieving resounding success.
openMAINT has been downloaded more than 10,000 times on sourceForge, the open source repository hosting our projects.
Regarding CMDBuild READY2USE we have no specific data, since it is an additional element of the CMDBuild project, but since it has been released more than half of the received contacts is oriented towards this version. This is evidence of its functional completeness and of the advantage of starting with an already configured and customizable system.
The extended manual of CMDBuild READY2USE is available for those who signed the maintenance service, some video about using the application will soon be available for everybody.
In the next newsletters we will deal with the development plans we expect to work on in 2016.
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