IT Hub
Centro operativo IT · Network Operations · Service Desk · Operations & ITSM
🛠 Operatività CORE
📞
NOC
NOC · Network Operations
Coda operativa con filtro tier L1/L2/L3: monitoring, triage, investigation, escalation.
📞 Calls🚨 Alerts🔬 Investigation
📞
Service Desk
Service Desk · Assistenza & richieste
Coda service desk con filtro tier L1/L2/L3: triage, reset, incident/problem, catalog.
🎫 Triage📥 Queue📚 KB
🎫
CUSTOMER
Customer Service · gruppi per-cliente
Ticket Customer Service (CS-*) sui gruppi dedicati del cliente: inbox MasterGroup, dispatch ai tier L1/L2/L3, gestione richieste/incident/reclami.
📥 Inbox⬆ Dispatch🎫 CS-*
🎯 Direzione servizi
📡
NOC
NOC Service Director · cockpit cross-cliente
Console NOC: P1/War Room live, SLA per cliente, copertura turno L1/L2/L3, escalation, broadcast team, exec update, customer comm.
🚨 P1 live🔥 War Room⏱ SLA👥 Team
📢 Comms📋 Exec
🎧
SERVICE DESK
Service Desk Director · cockpit user-facing cross-cliente
Console Help Desk: FCR, AHT, volumi per canale (phone/chat/email), CSAT, queue wait time, analyst performance, KB coverage, peak hours.
📞 Channels⏱ AHT🎯 FCR😊 CSAT
📚 KB👥 Analysts
🎯
CUSTOMER
Customer Service Director · cockpit linea customer
Direzione della linea Customer Service sui gruppi per-cliente: vista inbox + tutti i tier, SLA, dispatch, produttività, reporting.
📥 Inbox📊 Tier⏱ SLA📈 Report
📊 Strumenti operativi & Reporting
📡
NEW
ITOM · IT Operations Mgmt
Log Analytics · AIOps (anomaly + capacity + correlation + handover AI) · Configuration Compliance (drift detection vs baselines).
📋 Logs
🔬 AIOps
⚙ Drift
📡
AIOPS
Events & AIOps · Event Rules & ML
ITOM intelligence: event rules · dedup · correlazione & noise reduction · RCA Bayesiana multi-domain · forecast/anomaly predittivo · business-service SLA · runbook autonomi (canary+rollback).
📜 Rules
🔗 Correlate
🔍 RCA
📈 Predict
⚙️ Runbook
🧠 Models
🔍
LIVE
Problem Management · Causa radice
Coda Problem, RCA (5-why + engine), incident collegati, Known Error DB, workflow.
🧬 RCA
📕 KEDB
🔗 Incident
🔄
CHG
Change Management · CAB
Change request, approval workflow CAB, change windows, deployment scheduling.
📅 CAB
✅ Approval
🔄 Deploy
📊
DASHBOARD
IT Operations Dashboard · widget cross-dominio
Dashboard unificata IT · NOC · Help Desk · ITOM · Incident · Change · Cross-domain. KPI live, trend, breakdown.
📈 NOC
🟢 Help Desk
🟣 ITOM
🔴 Incident
🟡 Change
📋
REPORTS
IT Report Center · catalogo report
29 report IT operativi · NOC · Help Desk · ITOM · Incident · Change · Cross. Anteprima · Schedulazione · Export CSV.
📋 Catalogo
⏰ Schedule
📥 Export
🎙
Voicemail · Inbox + AI transcript
VM ricevute da utenti / segnalazioni IT. Audio player, trascrizione AI (Whisper), risk scoring (Claude), callback integrato softphone.
🔊 Audio
📝 Trascrizione
📞 Callback