Extensive policies, procedures and compliance checks have become mandatory in large organizations. Names such as ITILTM, Sarbanes-Oxley (SOX), CobiTTM, and BASEL I and II can no longer be ignored. Asking IT Staff to implement new procedures and standards is unlikely to succeed if the systems they use don't promote those procedures and standards. Phinza encompasses extensive functionality, involved in many areas of IT operations, and uses a technology known as FootPrints to guide IT staff through the correct procedures for the organization and ensure that important steps are not skipped.


FootprintsTM

FootprintsTM lead users step by step through tasks and work-flows, showing them the way through business procedures, while at the same time keeping track of where they have been. Phinza uses Footprints to quietly ensure that corporate policies and procedures are followed, and that appropriate compliance checks are performed, all while helping IT staff do their job.


Footprints provide tight integration of workflow, application, and coordination of users (even across departmental boundaries), and are completely customized to fit in with your business needs and procedures.


Parallel processing paths, routing and nested workflows have the ability to handle the complex procedures common in large organizations. Monitors and status checker functions watch for conditions that require escalation and trigger automatic actions that need to be performed. A comprehensive messaging infrastructure allows alerts and notifications to be sent via email, SMS or passed on to external messaging systems such as Tibco, MQ Series, JMS, etc.


Checklists, forms, document storage and other mechanisms cater for manual processes and existing procedures, and in many cases FootPrints can also provide links directly to the screens of other applications.


A roles-based assignment model transfers responsibility of tasks between members of staff or between departments, and ensures a clear transfer of problem ownership. Each user has a "My Tasks" display and dashboards, showing tasks that require their attention. No tasks ever fall between the cracks ("I thought he was looking after it..."), and time based alerts escalate tasks that are not being completed in a timely manner, ensuring compliance with SLAs.


Queues allow multiple users to share tasks or take ownership of tasks. Queue mapping and queue switching allow groups of jobs to be automatically re-assigned to different users, for example based upon time zone or work shift. Similarly, extra staff can be assigned to queues according to staff availability, workload, queue length and other parameters, either automatically, or with the click of a button.


The use of FootPrints can also be extended outside of the IT department, allowing other people in an organization to instigate, or be involved in various steps of corporate procedures. For example, the HR department can start a workflow to request equipment and set-up for a new employee, and key management personnel are automatically asked for approval in procurement processes. Similarly, a user and group based security model can allow coordinated access to Phinza contained information to non IT users. Such controlled access to FootPrints and IT information can be instrumental in streamlining interactions between IT and the rest of the organization, improving the quality of IT service delivery.


Full logging provides an audit trail for important IT functions, showing who did what, when. This status history simplifies policing corporate policies, IT auditing, and demonstrating compliance. It also provides invaluable information for iteratively improving and streamlining IT operations.