Product comparator
Incident Management
›› handling of security incidents and operational problems by the service desk and helpdesk
›› use of ticket templates for efficient recording of messages
without templates
Change Management
›› integrated process management with flexible approval workflows for orders, releases, leave requests or even onboarding
without process management
Services and Service contracts
›› manage services and SLAs (Service Level Agreement)
›› management of service contracts with customers, suppliers and service providers
›› provision of service catalogues
Problem Management
›› identify and analyse problems, record known errors and provide workarounds
with restrictions
Asset Management
›› management of software, hardware, licences, contracts, inventory, locations in KIX Asset Database
›› versioning of assets incl. version comparison
›› linkage graph to map dependencies between multiple assets and perform impact analysis
without link graph
Knowledge Database / FAQ
›› management and provision of knowledge entries in agent portal and self-service portal
›› the link to tickets and assets enables a quick transfer of information e.g. maintenance instructions, troubleshooting, instructions/regulations
Individualisation / Extensibility
›› use of individual fields to record additional information, e.g. on tickets, contacts or organisations
›› integration of sidebars for more functionality
with restrictions
Use of Dashboards
›› use and manage dashboards to monitor tickets and assets
›› integration of new widgets based on own search templates and reports
with restrictions
Integrated Reporting
›› comprehensive reporting module with customisable evaluations of KPIs, runtimes and SLA fulfilment
with restrictions, only CSV & JSON format
Kanban Board
›› display of tickets in the Kanban Board for a structured overview of all pending tasks
personal board only
personal and team board
Ticket Calendar
›› display of tickets in the KIX calendar for optimised time management
personal calendar only
Multilingualism
›› KIX is delivered with 2 languages (English, German)
›› other languages can be added individually
Revision Safety
›› all changes to tickets and assets are historised and can be retrieved at any time
Ticket Anonymisation
›› automated jobs allow data protection-compliant anonymisation of specific ticket fields
API Integration
›› fully comprehensive open REST API for quick and easy data exchange of all processes and objects
Self Service Portal
›› 24/7 portal for customers and employees
›› independent, uncomplicated reporting of tickets and tracking of the respective processing statuses
›› access to the knowledge base (FAQ)
›› display of assets assigned to the user
Integration in Websites
›› integration of a configurable form for the quick entry of tickets in external web portals such as intranets
Automatic Ticket Creation
›› in addition to the manual entry of tickets, KIX allows the creation of tickets via email, jobs and via data import via the KIX REST-API
with restrictions
Actions and Notifications
event-based automations with a wide range of configuration options for:
›› ticket notifications
›› ticket and article promotions
›› time and event-based jobs and actions
with restrictions
Tickets: Conversation Guides
›› configuration of questionnaires for the structured recording of incident reports
›› enables the selective display of solution aids in the helpdesk
Tickets: Text Modules and Checkboxes
›› prefabricated text modules for quick use
›› use of structured checklists, e.g. to map task lists
Incident Management
Problem Management
Service Request Management
Monitoring & Event Management
Change Enablement
Relationship Management
Service Configuration Management
Knowledge Management
Service Financial Management
Information Security Management
Measurement & Reporting Management
Service Catalogue Management
Service Level Management
Service Continuity Management
Supplier Management
Connect Database
›› integration and import of data from external software systems into KIX via database access
chargeable add-on module
Connect Baramundi
›› integration and import of asset data from the baramundi Management Suite (baramundi software AG)
chargeable add-on module
Connect Opsi
›› integration and import of asset data from the client management software opsi (uib GmbH)
chargeable add-on module
Connect Webservices
›› bidirectional data exchange between KIX and external software systems via web service (JSON)
chargeable add-on module
ITIL® 4 Practices
›› ITIL® 4 status workflows directly from project practice, immediately applicable (e.g. Incident, Changes, Problem, Service Request)
›› numerous ITIL® 4 reports as well as new asset classes for projects and contracts
chargeable add-on module
Field Agent App
›› create and edit service orders online and offline
›› further functions: Use of checklists, storage of photos and work reports, automatic time measurement
free of charge add-on module
Support Distributed Systems
›› separate installation of frontend and backend server is supported for efficient load distribution
LDAP/AD Authentication
›› central user administration can be carried out in the user‘s own LDAP/AD server and is synchronised each time the user logs on
Synchronisation of users and contact data from AD and LDAP
›› the central user administration can take place in the own LDAP/ AD server
›› automated periodic synchronisation of user and contact data from LDAP/AD (Active Directory) into KIX
›› when the user logs in, this data is accessed
Single-Sign-On
›› use single sign-on authentication with Kerberos
Support
›› support hotline assistance (e-mail, telephone)
Forum
›› Forum support
KIX Pro Administrator Training
›› discount for the KIX Pro Standard Administrator Training
