Service & Help Desk
Our Service & Help Desk offering is aimed at small and medium size organization, enabling these organizations to streamline their processes by leveraging proven ITIL Standard that bring in transparency, cost effective management of services, manage services based on business criticality and impact rather than first-in first-out basis. The solution enables SLA management and measurements that help optimize cost of services and remove redundancy.
High level feature set:
- Complete IT, HR, Facilities and Operations Service Management Tool based on ITIL v3 2011 designed to provide complete visibility into the lifecycle of services and systems. Including Service Transition processes such as Change, Release, Knowledge and Service Evaluation in an integrated environment.
- Streamlines the operations by automating major areas of ITIL V3 Service Operations like Incidents, Service Requests, Problems, and Service Desk Function.
- Comprehensive Service Asset Lifecycle Management, for efficient control and management of IT assets from business and financial perspectives.
- Provides out-of-box process packs or can create new ones to automate activities, without the programming Knowledge
- Supports hybrid environments - virtual, cloud and on premise systems – using a single management solution
- Automatic Ticket Dispatch with Business Workflow Automation that is easy to configure and provides email, SMS, Social media based notifications.
- Monitoring and Reporting
- Standard and Adhoc Reports based on ITIL
- Export Reports or Query Data as CSV, XLS & PDF
- Search Query Builder with export facilities
- Integration with Quality Management System to meet ISO 9001, ISO 27001 & ISO 20000:2011 requirements.
- In Built Remote Desktop Sharing
- Holidays Calendar / Operational Hours etc. for effective management of resource pool
- Integrated with Active Directory, MS Exchange, Twitter, VOIP and Contact Center solution
- Scalable software so as to support up to 10,000 concurrently logged in users