iSupport
Service Desk Edition
is designed for
organizations who
adhere to IT
governance best
practices such as
ITIL®,
MOF®,
S-Ox,
COBIT®.
This all-inclusive,
fully-integrated,
web-based service
solution was
developed with a
focus on ease-of-use
and overall
ownership
experience.
iSupport Service
Desk is a
highly-scalable
service and support
application ready to
handle your unique
processes and
methodologies, with
enhanced permissions
to enable segmented
user bases or
departments within
the same instance of
the product. Our
product is developed
with an
"out-of-the-box"
ease-of-use in mind,
yet is powerful
enough to automate
your most complex
workflows and handle
today's service
functions
.
Incident Management
iSupport’s Incident
Management functionality can
assist in issue tracking and
accomplishing quick
restoration of service with
the following:
Incident creation from
email, direct entry,
scheduling, or self-help End
User Desktop,
Related incidents,
assets, problems, changes,
Auto-fill,
auto-close, and hierarchical
templates,
Routing based on
location, skill, name, and
group,
Access to knowledge
base,
Approval, audit,
correspondence, customer,
SLA, and work histories,
Fully configurable
notifications,
Configurable display
on the iSupport End User
Desktop,
Priority and
reassignment-based service
level agreements,
Numerous predefined
incident reports and views;
you can create custom
reports.
Problem Management
Tracking
problems enforces a process
of troubleshooting the
underlying issue until a
resolution is discovered.
Rather than update the work
on every affected incident,
the incidents are linked to
one Problem record and when
the problem is resolved, all
of the associated incidents
are also resolved.
Problem
Management can also improve
your company's quality of
customer service by tracking
issues that don’t start with
a customer; if a network
technician notices a server
running low on space, the
technician can create a
Problem record to track the
preventative work that has
taken place rather than wait
for customers to start
calling in. Providing this
proactive service reduces
the number of reactive calls
at a later time.
Cnange Mangement
Change
Management ensures that
standard methods and
procedures are used to
handle activities involving
services and assets. By
adding change management as
a tool for the service desk,
calls as simple as a request
for additional access to
those requiring an entire
department to be moved can
be tracked from start to
finish. Frequent requests
with similar content can be
automated for efficient
resolution, and approvals
and notifications ensure
communication between all
involved, as well as an
audit trail for any
documentation requirements.
Configuration
Management
Database
(CMDB)
iSupport’s CMDB is used to
track the assets, services,
and other resources that are
crucial to your
organization’s operation.
The key goal of iSupport’s
CMDB is to help your company
understand the relationships
between these components and
track their configuration.
Purchase and Billing
Comprehensive purchasing
functionality enables
iSupport users to manage the
complete lifecycle of the IT
service process, and track
all aspects of a project
from start to finish.
Request and track products
and services, and associate
those requests with
Incident, Problem, Change,
and Asset records. Use
representative permissions
to control purchase request
functionality, and leverage
templates for frequent
purchase requests.
Asset Management
Making
informed decisions about
future purchases can greatly
assist your organization in
running a smooth IT center.
Do you purchase new hardware
or pay for maintenance on
existing equipment? Does the
cost of upgrading an
application outweigh the
cost of downtime when the
older version fails? Any
asset or service that is
supported by the IT center
should be documented and its
history tracked. This will
assist in answering those
important questions that
will impact the future of
the service desk.
Knowledge Management
Integrating a knowledge
management process into your
service activities enables
you to identify, create,
represent, and distribute
knowledge throughout your
organization thus creating
improved performance,
competitive advantage,
innovation, and the general
development of collaborative
practices.
You can
capture
knowledge from resolved
incidents.
Make expert knowledge
available to front line
support staff.
Allow end users to
search for solutions.
Enable users to rank
knowledge entries on
usefulness.
Search results ranked
on relevance and previously
determined usefulness.
Integrate knowledge
entries into the ticketing
process to help reduce
ticket count.
Access and integrate
optional standardized PC
support content by
subscription.
Service
Contracts
Set
up contracts based on
work item count (a
specified number of
incidents and/or
changes), hourly count
(a specified number of
hours), duration (time
frame in days), or both
(limiting the number of
incidents and/or changes
within a specified daily
time frame).
create
and manage service contracts
for your customers. You can
track and restrict incidents
and changes for customers,
companies, and/or assets.
Set up
contracts based on work item
count (a specified number of
incidents and/or changes),
hourly count (a specified
number of hours), duration
(time frame in days), or
both (limiting the number of
incidents and/or changes
within a specified daily
time frame).
Service Level
Management
All the
issue, problem, and change
tracking in the world won’t
provide great customer
service if there is no
accountability. By having an
agreed upon level of
service, expectations are
set, metrics are measurable,
and alerts can be enabled to
help meet service goals.
Anyone can have good
customer service; the
defining difference is to
provide excellent customer
service. Clear, consistent,
automated, and timely
communication with everyone
involved will assist you in
achieving that difference.
Desktop Portal
By
providing easy access to and
management of critical
information, the iSupport
desktop makes the support
process simple and
intuitive. A unified, yet
highly customizable,
interface provides immediate
access to all of your
critical support
information. Support staff
can quickly manage their
work while managers can
easily determine key support
center metrics. Less time
spent searching for varied
types of information and
worrying about lost
communication means that
your support staff can focus
on what matters most:
building and maintaining
strong customer
relationships while solving
critical problems with fewer
resources.
Self Service Portal
Flexible self-service
interfaces can dramatically
reduce the workload of
service desk personnel.
Create one or many
End User Desktops and enable
customers or distinct
customer groups to view
unique FAQs, search
knowledge bases, submit and
view incidents, view
informational headlines, and
access web-based content to
reduce the number of calls
into the help desk.
Report
iSupport's Reporting
functionality includes the
following to create
powerful, highly-filterable
reports with little effort:
Predefined data models allow
easy access to necessary
data.
Create, disperse, or
automate reports quickly and
efficiently.
Powerful View
Designer pulls data from
practically any record in
the system.
Permission
restriction can be applied
to reports and views.
Which
Edition meet your
requirement?
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