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Tracer: Defined & Repeatable Work Processes

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Tracer’s structured processes enable an IT organization to achieve CMMI & ITIL compliance. Tracer’s process templates and associated artifacts are in alignment with the process characteristics within CMMI including repeatable (Level 2), defined (Level 3), managed (Level 4), and optimized (Level 5).

 

  • Defined work processes BASED ON INDUSTRY-RECOGNIZED BEST PRACTICES of CMMI & ITIL V3
  • Standard processes ensure that TEAMS PERFORM WORK CONSISTENTLY
  • Resource, time, and work performance data are collected in REAL-TIME

      Defined Work Processes

 

 

 

 

 

 

 

 

 

 

 

 

  

 

 

 

 

 

 

 

 

The above process work flow is defined within Tracer as process templates. There are work flow templates for all work types within the IT Support team. The the process flow along with process narrative, process document templates are loaded into Tracer using the “Process Configuration Manager” (PCM). The following screen is the output from the PCM contains all the process steps, process narrative text, process rules, and document templates that may be required to complete a specific process step. This is what the support analyst sees when completing any work event to which they are assigned. The specific task within the event to which the support analyst is assigned appears on individual “Resource Work Dashboards” along with data identifying whether the task is meeting or not meeting SLA performance goals. 

 

Process Document Templates

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