1. General characteristics

Integria IMS is an integrated management tool, designed to cover all management processes within companies, organizations and workgroups. IMS stands for “ITIL Management System”, and means Integria is adaptable to managing any organization from an ITIL point of view.

At a more functional level, we can define Integria as a tool for tickets, project management, human resources, time tracking, all combined with a complex inventory system and a complete CRM structure, a wiki, task management and assigning, a knowledge base, a file distribution system and some other features. All of it via a multiprofile/multiuser WEB.

About Integria IMS

Integria IMS was originally designed as a simple ticketing/followup system for bugs, oriented to being multiuser and multigroup, with support for different profiles and internal auditing capacity. Integria was a partial derivate of the Pandora FMS project.

Even though the first version was released in 2007, it was really little more than an internal project with OpenSource coding that was freed on SourceForge. After that there have been multiple versions (1.1, 1.2, 2.0 y 2.1) from 2008 to 2013 until with version 4.0 a stable version was completed, after years of having used it with our customers and internally. The official webpage is http://integriaims.com.

General Characteristics

  Ticket management (ticketing).
  Project management.
  Time management (time tracking).
  Knowledge management (knowledge base).
  Inventory system (cmdb).
  Planner.
  Wiki.
  Management over leads, companies, contracts, contacts and invoices (CRM).
  Centralised software download environment.
  Staff control.

Integria is a tool that can be used in both an “onsite” way (installed on a Windows or Linux server) or as a service on a hosting (SaaS mode). It's a 100% web-based tool, with a user interface that is available in multiple languages (Spanish, English, Chinese, Portuguese, Russian, French and Italian, among others).

Up next, details on the general characteristics of each of the main features included with Integria IMS.

Ticket management (Ticketing)

Integria IMS uses a ticket management or ticketing system. It can be used on software development projects, as a helpdesk tool, or adapting to your needs, to tend to any customer or user interaction. It allows bidirectional mail notifications, including ticket creation via email. It also has a complete web interface, a simplified WEB interface and an interface for mobile devices. It can create custom ticket types with custom fields for each type. With Integria you can use an agile methodology (KANBAN) or a more classic means of ticket management.

Individual followups can be performed per ticket, measuring status, total time invested, and the degree of SLA accomplishment. The system also has a tool to measure the degree of customer satisfaction.

Project management

Integria can be used to create a classic project methodology (based on Gantt, milestones and tasks) or agile methodologies (SCRUM). It has various types of reports and metrics based on time and costs.

Allows roles to be defined and assigns each role a planning with time and cost inputs integrated. All updates are notified via email.

Customer Relationship Manager system (CRM)

Can perform as a standalone, functional CRM. Includes newsletter management and can be used to manage customer accounts, contracts, leads and it has an invoice manager all integrated on the same system.

Wiki

The Wiki system is a well-known way to share and publish information (born with Wikipedia). Integria has an integrated Wiki which includes a permission and access system.

Inventory (CMDB)

Integria incorporates a flexible inventory system, where objects, fields and how they relate is defined by the administrator, simplifying the management of device stocks and even allowing the implementation of CMDB with pre-existing data culled from your organization. The inventory system can be optionally linked to CRM and the Ticketing system.

What do you need to install Integria IMS?

Integria is an application developed on PHP5 and that uses MySQL as a database. Apache/PHP is used as a WEB application motor. It can be installed on any server (Linux, Windows, Solaris), as long as it has support for PHP5 and MySQL.

If you download the VmWare image or the installation CD, you'll have a system ready to work based on CentOS Linux. You can also mount Integria IMS on Windows, using the WAMP metapackage which installs everything needed for Integria to work.


Integria Documentation