active servicedesk
This practical approach to facilitating common challenges facing modern organizations provides an intuitive solution to optimise service delivery and management. IT departments can avoid slow, unmanaged service which can be both damaging to their reputation and cause loss in productivity as well as easily provide statistics which help justify their cost.
By employing a web-base solution, Active Servicedesk has minimal rollout and maintenance implications and maximizes accessibility for both office and remote users alike.
User-defined workflow allows users to map out business processes and allocate tasks and approval levels to the relevant personnel. With options for branching and on-the-fly sub-task generation the workflow can dynamically be altered to suite the particular situation.
SLA’s are implemented by factoring in both public holiday and work-hour time-scales. A powerful mechanism for defining the SLA’s allows simple allocation by department, individual, call-type or priority. Escalation notification by Email or SMS ensures problem items are dealt with timeously.
By attaching custom user-defined forms that can traverse a single task, or an entire workflow, users can capture additional data in a pre-defined format.
In addition to many listing reports, three dimensional pivots (and graphs) provide powerful and flexible trend analysis.
features
- Web based
- End user call logging
- Knowledgebase
- Service level agreements
- Escalations
- Workflow (including authorizations)
- User defined forms
- Call logging against devices
- Email and sms notifications
