SOLUTION TO MANAGE INCIDENTS LAUNCHED TO IMPROVE EFFICIENCY

By Fariha Mohd Yusoff

Kuala Lumpur, 10 October 2002 - XYBASE today launched XTrack, a completely integrated web-based solution to provide a framework to assist in automating and increasing the efficiency of managing incident reporting.

“We are positive XTrack will receive due interest from large organizations be it from private or public sector”, said En. Ahmad Azhar Mohd Dali, Senior Vice President for XYBASE Technologies (M) Sdn Bhd who is responsible for the newly launched solution. The XTrack system provides a solution for multi-department and multi-functional involvement on incidents. Incidents include complaints, inquiries, requests, technical issues or action items.

With XTrack, organizations are able to efficiently assign tasks and perform incident data analysis. Organizations can reduce time to verify and clear incidents as well as the need for supervisor to assign tasks on incidents reported.

Also present at the press conference today was the Executive Vice President for XYBASE, En. Mohamad Izmi Mohd Said.

“Business today has a growing need for a single standard incident management system that can be used by all disciplines”, he says adding that XTrack is adaptable to any organizational structure.

“In the light of current development, IT, as a business enabler should be adopted to boost efficiency and drive higher level of productivity regardless of the current economic climate”, he adds on. Also, the business will have the freedom to choose the new best-of-breed systems and implement it without restricting business growth.

The concept of the XTRack means that the data is Recorded, Assigned, Tracked and Analsyed via the RATA methodology. Each record is stored and processed in one place but can be accessed by multiple users across existing networks using any device which has access to the internet or any other platforms. XTrack simplifies the process of documenting issue problems/resolutions by transferring data items from the issue information to an internal database. Furthermore, this will also allow storing of questions and answers for any incidents. Naturally, the system cuts the time for resolving the same issue in the future. A technical support member simply conducts an electronic search and either reports the solution or dispatches another individual to perform the stored response to a given problem.

XTrack facilitates communication among the business organization from customer to upper management and also enables organization from customer to upper management and also enables automated email response to appropriate person or staff to respond to a given issue. The key feature of XTrack is to keep the communication flowing to proper individuals and ultimately, keep clients or customers happy.