WebSPOC

WebSPOC is a web-based software suite launched in 2005 by ValCom, a technology management solutions company founded in 1983 and based out of Itasca, Illinois.
The WebSPOC suite attempts to embody the principles of the ITIL methodology to support IT Service Management practices. The software also supports project management methodologies to manage IT projects such as large-scale refresh projects and office moves.
History
When ValCom expanded its market reach into the IT services arena in the early nineties, it began to develop its own single-point-of-contact (SPOC) software to manage the services it delivered. That software, named "SPOC", moved to a web-based platform and became "WebSPOC" in 1999.
In 2005 ValCom became a member of the HP Enterprise Management Alliance Program when WebSPOC earned HP SmartLink certification for integration with HP OpenView. During this time, ValCom utilized WebSPOC to support large-scale IT projects and services for its Fortune 500 customers. With increasing demand for WebSPOC, ValCom launched the software as a commercial product in 2005. The following year, the WebSPOC Suite was PinkVERIFY certified by Pink Elephant for ITIL Compatibility with the Service Support processes of Incident Management, Problem Management, Change Management, Service Level Management and Configuration Management. Since then, ValCom and the WebSPOC division have been active contributors in ITSMF and Help Desk Institute events, and they have expanded to offer WebSPOC as a product for SMBs.
WebSPOC products
The WebSPOC Suite consists of a front-end portal for business users to submit requests, a main application for resolvers and managers to manage processes supporting IT services and projects, and the CMDB for configuration managers to maintain critical components of the IT infrastructure.
WebSPOC Self-Service Portal
The WebSPOC Self-Service Portal includes a service catalog with integrated product standards to help organizations consistently deliver technology to end users. Services in the portal incorporate functionality for service level management, workflows, categorization, quality assurance, satisfaction surveys, escalations, and automated approval hierarchies in order to automate the service request process. Administration for the setup of these services is done through the WebSPOC CMDB.
WebSPOC ITSM Application
The main application allows resolvers and service support managers to manage service and change requests, workflows, project progress, problems, known errors, unknown errors, service levels, escalations, approvals, and other processes and work groups. Dashboards provide at-a-glance status and customized views of work groups and projects, and customized as well as ad-hoc reporting provides users with access to data in the application.
WebSPOC CMDB
WebSPOC offers a federated CMDB which provides the foundation for asset management and configuration management throughout the WebSPOC Suite. The WebSPOC CMDB is for the management of components that comprise the IT infrastructure and environment, the relationships among those components, and the values attributed to those components. Configuration items (CIs) in the system are members of a three-part model, allowing CI templates to be offered in the WebSPOC Product Catalog and instantiated as physical assets in the WebSPOC system when end users submit an order.
The CMDB can integrate with other systems to populate the database, and users can punchout to third-party product catalogs, build a cart, and bring products into the WebSPOC system. The CMDB also includes setup for vendor management so that, when a workflow requires a task from a third-party vendor, that vendor is automatically notified of the service request order via their integrated system, email or PDA.
Events
*Assoc. Information Technology Professionals (AITP) Conference
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