The core of your IT operations is the Service Desk - the face of IT to your customers. An integrated solution will empower your Service Desk and allow you to move from fire-fighting to proactive service provision.
Features include
- Rapid Call Logging
- Intelligent Assignments
- Automatic Notification
- Visual Event Monitor
- Multi-tasking Capability
- Full Knowledge Management Capability
- Major Incidents
- Speedy Incident Resolution
- Model Incidents
- Full GUI-based Event Management Control
Benefits include
- Consistent processes for call logging and resolution
- Reduces costs through increased first time fix rate
- Improves service response, communications and resource management
- Rapid resolution through centralised knowledge base
- Reduces business impact of Incidents by timely resolution
- Makes available business focused information related to the SLA and improves monitoring of performance against SLAs
- More accurate CMDB information enabling an ongoing audit while registering incidents
- Improves user satisfaction with less disruption to both IT support staff and users alike
- Better staff utilisation leading to greater efficiency
- Reduces adverse business impact - increased effectiveness
