Incident IQ Enterprise Capabiities and Support

   Incident IQ Enterprise Capabilities &
             ITIL Best Practices Support
Introducing iiQ Enterprise Service Management

Incident IQ is the workflow management platform that is transforming
operations for school districts nationwide. We take that to the next level with
iiQ Enterprise Service Management—a version of our Platform technology
designed to specifically meet the needs for the largest most complex districts
in the country.

Our award-winning asset management tools (iiQ Assets), along with our
best-in-class, built for K-12 IT ticketing suite (iiQ Ticketing), combine with a
bespoke Change Management solution and an even more powerful version
of the core iiQ Platform to make up iiQ Enterprise Service Management. iiQ
Enterprise Service Management includes all the functionality of iiQ Ticketing,
iiQ Assets, and Change Management, along with enhanced permissions
capability, more powerful search and reporting functionality, and a premium
support and service package.

iiQ Enterprise Service Management Capabilities

Incident IQ empowers ITIL processes including Incident Management,
Problem Management, Change Management, Asset Management, Service
Catalog, and Knowledge Management, as described below. Moreover,
Incident IQ’s approach to all of these requirements is with the needs of K-12
exclusively in mind.


Incident Management
IT incident management functionality is provided via Incident IQ’s core
ticketing features, which include easy incident ticket submission via Ticket
Wizard, Quick Tickets, from iOS or Android app, or ticket-from-email.
Incident management is enhanced through automatic routing and
prioritization through Rules Engine. IT support professionals are then able to
diagnose and address tickets quickly with integrated communication tools
which can communicate to a requestor via the app but also provide
notification via email. Requestors meanwhile can simply respond to email
notifications through their email and these comments will flow into Incident
IQ, so there are no missed communications in either direction. Finally, a host
of productivity tools empower technicians to complete incident tickets
quickly. For example, batch ticketing enables the working/closure of multiple
tickets simultaneously and resolution actions allow agents to quickly record
work performed using consistent resolution action codes.


Problem Management
Incident IQ supports the linking of incident tickets which share a common
root cause or problem, as a collection via a feature called Work Packages.
Work Packages allow for easy recall of related incident tickets and let users
resolve problems holistically. The identification and management of
problems is further empowered by Incident IQ’s powerful Analytics Explorer.
These tools enable IT leaders to spot trends in incident ticket data, identify
root causes, and drive improvement accordingly. Standard reports and key
performance indicator dashboard components include ticket resolution
metrics, ticket response time metrics, tickets open over closed, and service
level agreement performance. Analytics Explorer also provides data
visualizations for other subcategories of tickets, including reporting by
model, by device type (e.g., printers, laptops, desktops, etc.), performance
reporting by agent, and reports by location. Additionally, any analytics
package can easily be customized, ad hoc using filter overlays. Finally,
Analytics Explorer makes the sharing of these insights easy with tools to
export charting elements as images, pdfs or straight to a PowerPoint slide.


Change Management
Incident IQ has change management tools that allow districts to construct
change management workflows quickly and easily. Workflows allow for a
requested change to document potential impact of proposed change by
location, associated system or device, affected users, etc. Additionally,
Incident IQ’s tools enable dynamic change review and approval workflows
(including multi-tiered, unanimous consent which allows reviewers to review,
approve, deny or defer an approval, all with comment, from within Incident
IQ or right from email.
Service Catalog
Incident IQ’s ticket wizard is easily configured to allow requestors easy access
to the services offered by the IT team. Incident IQ has built-in workflows for
some of the most common challenges like password resets, along with
workflows for K-12 specific service requests such as teachers seeking training
from an instructional technology team and student device support requests.


Asset Management
Incident IQ’s Asset management tools are software solutions designed to
streamline the management of school assets. It enables real-time tracking
and monitoring of various assets like projectors, textbooks, computers, and
more. Ideally, school asset management solutions offer mobile apps for
administrators to easily update asset information, track their location, and
schedule maintenance tasks.


This comprehensive system helps schools effectively manage their resources,
reduce loss or theft, improve asset utilization, and ensure timely
maintenance. By using an asset management solution to streamline asset
management processes, schools can enhance operational efficiency, save
costs, and provide a conducive learning environment for students and
teachers alike.


Most schools find success in using asset tracking software to manage
school-assigned student devices, such as computers, Chromebooks, and
tablets. This specialized software offers a centralized platform to keep track
of the status of each and every checked-out device. It provides
comprehensive functionalities such as inventory management, maintenance
scheduling, location tracking, and lifecycle management.


While basic functions of asset tracking can be handled with more traditional
methods, like Excel spreadsheets, dedicated asset tracking tools offer instant
and effortless reporting capabilities, allowing asset managers to make
data-driven decisions and optimize resource allocation. Asset tracking
software provides educational institutions the tools needed to streamline
management processes, enhance asset utilization, and ensure the availability
of well-maintained devices for student and faculty needs.
Enhanced Permissions
Incident IQ's Enterprise Access Control represents a novel approach in the
realm of access control systems. This system blends the best aspects of two
predominant access control models: the simplicity and performance of
Role-Based Access Control (RBAC) and the power and customizability of
Attribute-Based Access Control (ABAC).


Incident IQ's permission system allows for the easy creation of security
policies, granting specific users access to specific entities. This is achieved by
using Incident IQ's powerful filtering system, which enables each policy to
target specific users by their role or any other associated attribute. Similarly,
this filtering system allows policies to target specific Tickets, Assets, or Users
based on a range of attributes, including location, category, issue type, and
more.


Additionally, leveraging the robust rules and automation capabilities within
Incident IQ, combined with native integrations with the district’s SSO, SIS, and
MDM systems, ensures that an enterprise-level access policy is automatically
maintained.


Finally, all of this can be achieved using Incident IQ's user-friendly, no-code
platform, which obviates the need for technical or dedicated resources for
maintenance.




Premium Add-ons
Our Enterprise Service Management product offering includes the following
comprehensive suite of premium add-ons. These add-ons are designed to
enhance functionality and provide a more integrated, efficient experience.


   ●    iiQ Enhanced Approval Workflow: Streamlines the approval process
        with advanced workflow options.
   ●   iiQ Forms Manager for IT: Ability to create and distribute forms for
       users throughout the district to submit
   ●   iiQ InTouch Integration: Payment integration with InTouch
   ●   iiQ LocknCharge Integration: Integrates with LocknCharge for
       efficient device charging and management.
   ●   iiQ MySchoolBucks Integration: Payment integration with
       MySchoolBucks
   ●   iiQ Password Assistant: Provides robust password management and
       reset options.
   ●   iiQ Policy Manager: A tool for creating policies, such as Student
       Device Policies, and the ability to distribute, collect, and report on
       them.
   ●   iiQ Square Integration: Payment integration with Square
   ●   iiQ Stripe Integration: Payment integration with Stripe
   ●   iiQ Support Messenger: Enhances communication with a real time
       messaging between requestors and agents.
   ●   iiQ Support Scheduler: Ability to schedule remote or in-person
       support sessions with integrations to individual calendars
   ●   iiQ Vanco Integration: Payment integration with Vanco



Ongoing Client Services (Included in iiQ Enterprise
License)

Support Service Offerings:
   ● Standard Support Requests - 2 hr SLA with automatic routing to a Tier 2
     team of experienced support engineers, expanded business hours
   ● Engineering-Dependent Support Tickets - Customer Ticket Requests that
     require engineering are promoted as high priority to ensure resolution in
     the shortest possible time
   ● Enhanced Agent/Admin Training - Annual on-site, personalized training
     for district Agents/Admins
   ● Enhanced iiQ Platform Access - Full administrator access to manage and
     report on district-wide Incident IQ training and certification progress by
     user/learner role.

Proactive Monitoring & Maintenance - CSM and/or AI proactively monitor the
customer's environment to identify threats to business continuity, bi-annual
maintenance.
iiQ Support & Platform Uptime Service Level Agreements
Standard Office Hours - (M-F, 7am-7pm) 2hr (Tickets & Email) Immediate - no
hold (Phone)
After hours Support 4hr Response