51本色

Category: Email, Calendar & Collaboration

KIX Pro is a web-based ITSM and ticketing system used by kiz to implement the ITIL processes of Incident and Request Management. Incidents and requests can be recorded, organised and processed via various communication channels, such as email, telephone and the customer front-end. KIX thus facilitates the traceable, consistent and transparent organisation of customer service workflows.

One special case is the handling of security incidents. This is carried out in collaboration between kiz and the CERT/CISO within a shared queue structure, through which alerts, security bulletins and advisories from government agencies are also received, assessed, distributed and tracked. In addition, KIX is used for the team-based handling of cases in Departments I, II and VI of the Central University Administration.

In addition, KIX is used for team-based processing of tasks in Departments I, II, and VI of the Central University Administration, as well as in the administrative division of kiz.

Performance features

• Self-Service Portal (SSP): All customers with a kiz account can log in to the SSP, submit new tickets for requests and incidents, check the status of their existing tickets, and view tickets that have already been resolved.
• Web-based access for agents: : All employees of kiz, the Data Protection Office, Department II, and CERT (including the CISO) are authorized to use the system. A rights and roles model has been implemented that distinguishes between agents with administrative, first-level (help desk), second-level, and team-specific access rights or views. The roles model also logically separates the various work areas (queues) from one another, similar to a multi-client system.
• Tickets can be assigned to different support levels and processed collaboratively by multiple agents. For the kiz division, a uniform workflow is followed across the entire kiz organization. At the interface between kiz and CERT, a different workflow is followed.
• The kiz service catalog is stored in KIX. The queue structure is also based on the services. All tickets are categorized鈥攖hat is, they are assigned to the relevant service, the ticket type is selected, and a priority is assigned.
• KIX offers audit-compliant ticket processing and also documents the communication history in the ticket history. Closed cases can be accessed for a limited period of time (until the deletion deadline is reached).
• Creating tabular and graphical reports to analyze the use of the ticketing system, as well as the number and type of tickets, by time period, service, etc.

User groups

Backend (agent function): 

• kiz staff
• Users from other university departments (Divisions I, II, VI)

Frontend (customer portal):

• Anyone with a kiz account

Service hours

24 x 7 x 365

Installations of new versions and maintenance work are carried out at irregular intervals during off-peak periods.

Application modalities

Frontend / Self-service portal:
The customer portal can be used without submitting an application, but access is restricted to holders of a kiz account.

Backend / Agent portal:
Employees of kiz and the participating departments of the ZUV are automatically granted access to the backend via their kiz account. It is not possible for other members of the university to submit an application. Where necessary, enquiries can be directed to the kiz service manager.

Fee / Charge

No fees or charges will be made for the service.