Active Servicedesk

  • Web based service management
  • Incorporates ITIL methodologies
  • Used by IT, HR, Finance and more
  • SLA & escalations
  • Self-service portal
  • Mobile field service
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Active Servicedesk is an ITSM solution that allows organisations to facilitate request fulfilment and the resolution of common challenges in the everyday work environment.

It’s an intuitive application that optimises service delivery – primarily for IT departments, and can be deployed horizontally to other departments, such as HR, customer service, finance, marketing, procurement, facilities, etc. throughout the organisation.

Active Servicedesk channels core business functions and service management through one application, which ensures optimal productivity (both intercompany and interdepartmental), maximum uptime of systems, quick response times to call-logging, and the ability to proactively meet SLA’s. Departments can avoid the reputation and productivity damage caused by slow and unmanaged service, with this user-friendly and accessible tool.

Active Servicedesk makes provision for user-defined workflows, allowing users to map out business processes, and allocate tasks and approval levels to the relevant personnel. Even within these workflows, users can create sub-tasks to dynamically alter workflows to suit the particular situation.

When SLA’s are implemented, they factor in both public holidays and work hours, and allowance is made to allocate SLA’s per department, individual, call-type or priority. In order to timeously deal with incidents, escalation notifications can be sent directly to the relevant technicians and support personnel by email or SMS.

The BI reporting functions of Active Servicedesk are phenomenal, providing drill-down, slice-n-dice, dash-boarding, and automated report delivery to facilitate powerful and flexible trend analysis and business-centric metrics.

 

Dynamic out-of-the-box functionality
IT, HR, facilities, procurement, marketing, customer service etc. can make immediate use of all features.
Web-based deployment
Zero footprint web-based deployment provides accessibility from within your company as well as out in the field or from remote offices.
Mobile app
Native Android Application for field service call management
Easy to use interface
Technical and non-technical staff will find it easy to navigate, search, filter, and view their calls
Managed workflows
Managed workflows, including approvals, SLA’s, and OLA’s.
Wheels-within-wheels
Active Servicedesk has a “wheels-within-wheels” functionality, which allows for a single-core process with unlimited subtasks within it, for which SLA’s can also be managed at each level.
SLA management
Rule-based response and repair time measurement for business-hour and 24-hour environments.
Escalations
Proactive SLA Management triggered by Rules driven alarms.
ITIL standards
Incident and problem management, request fulfilment and entitlement, change management, asset management.
Active directory integration
Import and update personnel details.
Agent dashboard
Graphical interface displaying call statistics.
Self-service portal
End-users can log and track their own calls via simplified, customisable web interface with optional priority selection and knowledge base access
E-mail call-logging using keywords
automatically categorise assign calls to the relevant people and processes for resolution.
Remote updating of calls
Log, Update, Resolve and Close call via email, web or mobile.
Third-party integration
XML import and export allows for back-to-back helpdesk systems and third party application integration.
Client communication
Rules based templates for email and sms notifications.
Automated call routing and assignment
Dynamic Assignment driven by user defined rules.
Knowledge base
Optimize information collection, collation, and retrieval for your organization.
Security
Single sign-on or login authentication with Role based permissions
Asset management
Complete integration with Desktop Auditor
Scheduled task automation
Scheduled task automation creates calls for recurring tasks such as weekly back-ups, quarterly servicing, etc.
Call management console
Manage your tasks using this user-defined work-space with group, filter, search and sort capability.
Satisfaction surveys
User-defined questions and ratings with selective distribution allowing for collation via email or web.
Integrated reports
Excel, OLAP cubes and Crystal, provide comprehensive pre-defined reporting.
Business intelligence and dashboarding
Report development, analytics, drill-down, slice-n-dice and automated report delivery ensure a complete BI reporting platform
Billing
Keep track of Time and travel, with Rates and Support Levels.
Shift work and standby
Rosters with out-of-office functionality
  • Improved service delivery management and quality control
  • Accountability through visibility and transparency
  • Managing expectation through continuous communication
  • Service collaboration through user-defined workflows
  • Pro-active support through continuous measurement and monitoring
  • Empowerment of users to view call progress and understanding the implications of logging support calls
  • Continuous improvement in service delivery via Reporting and analysis
  • Reputation enhancement with managed Service Delivery
  • Maximise Resource utilisation through effective workload management
  • Streamlined Business Processes
  • The optimisation of IT infrastructure and efficiency using Planned Maintenance

  • All Modules included as standard with no hidden costs for extra features
  • Out-of-the-Box Functionality provides immediate low-cost implementation
  • Immediate improvement of productivity and resource efficiency
  • Better quality and quicker turnaround of customer requests
  • Augment staff and customer service perception and satisfaction
  • Minimise infrastructure down-time
  • Reduce staff idle time

IT Service Management

Service Desk
Service Catalogue, Call Management, Email / SMS Communication, Management Reporting
SLA Management
Mutually agreed Service Levels, SLA versus KPI metrics, Escalations
Field Service
Technician Enablement, Mobility, Service Billing, Activity Scheduling
Workflows
Business Processes, Checklists, Approvals, Sign-Off, Sub-Tasks

Human Resources

Examples of how an Active Servicedesk service catalogue has been deployed within Human Resources environments

Employee Benefits
Bursaries, Disability, Medical Aid, Pension Fund, Provident Fund, Retirement Fund, Study Assistance…
Payroll
Allowance, Compensation Management, Deductions, Employee Information, Leave, Reports, Returns, Salary / Payslips…
Employee Relations
Case Management, Conciliation / Arbitration, Consultation on IR / ER, General Legislative Compliance, Resolution Management, Wage / Salary Negotiations…
Projects
Corporate Policy Development, HR Process Improvement, Performance Management
Staff Movement
New Staff Appointment, Staff Transfers, Resignation, Termination
Talent Management
Acquiring Talent, Developing Talent

Finance and Procurement

Workflows
Ordering, Approvals, Sub-tasks, Sign-Off, Checklists

Facilities

Maintenance
Schedules, Repairs, Checklists, Recurring fault trends
Security
Access Control, Parking

Sales and Marketing

Advertising
Print Media, Social Media, Radio, Television, Sponsorship
Corporate Branding
Signage, Clothing, Corporate Identity, Stationery
Communication
Newsletters, Social Media, Websites, Competitions
Events
Roadshows, Exhibitions, Sponsorship, Conferences

Customer Care

Complaints
Record and respond to complaints, Customer Satisfaction, Communication
Compliments
Record compliments, Employee satisfaction, Continual Improvement
Queries
Rapid resolution, query routing, analysis and reporting.
What is your licensing model?
Active Servicedesk (ASD) has concurrent or named licensing models. Licenses are calculated per agent that services calls. Field Service agents updating calls via email or Mobile App require a Named license. An example of concurrency requirements might be a 7 user license for 10 agents.
Who can log calls and how?
Anyone can log calls (even unknown guests – if enabled). Logging can occur via self-service using the web portal, emails (with keywords), telephone, monitoring tools, xml integration, web services API or mobile app.
What platform and database does it use?
Active Servicedesk runs on any Microsoft Windows ™ Operating System with IIS and Microsoft SQL Server ™.
What are the minimum server spec requirements?
  • SQL Server
    • As per SQL Server version minimum requirements (2005 or higher recommended)
  • Application Server
    • OS – Windows Server 2008
    • IIS Installer
    • Memory – 4GB minimum (8GB or more recommended)
    • Storage – 100GB minimum (250GB or more recommended)
    • CPU – Dual Core CPU 2.7 Ghz or faster
Does it integrate with Active Directory?
Active Directory Users are imported on a schedule. User Details can be updated in Active Servicedesk and written back to AD, assisting with AD accuracy.
Does it integrate with Desktop Auditor?
Active Servicedesk integrates with Desktop Auditor sharing all Personnel and Asset Data. Call history against problematic assets can highlight brand defect trends.
Can it integrate with 3rd Party applications?
Yes. Integration via xml, web services and email.
What communication channels are utilised?
Email and SMS communication to multiple recipients, wanting to be informed.
Do you have a Mobile Field Service App?
Yes. An Android App provides both online and offline field service. Online mobile devices can also access Active Servicedesk via web browser.
Can I change the look and feel?
Custom branding can be achieved through logo substitution. A selection of default skins is available for simple appearance changes. Custom styling can be done if required. All notification templates can be custom designed and distributed based on rules (e.g. Different branding for each customer).
How does security work?
Active Servicedesk supports login or single sign-on via Windows Authentication. In addition, Roles and Visibility define access to available functionality within the application.
How are SLA’s triggered?
A rules engine utilises multiple criteria for defining and triggering SLA’s. This criteria could include user details, customer information, address and location, call categorisation and priority, and asset information.
What controls Escalations?
Escalation rules define which recipient will be notified (Email or SMS), using variables or multiple email addresses, when milestones have been reached. These milestones can be based on percentage of SLA, or specific time periods within the call lifecycle.
What notifications are sent?
Each event within Active Servicedesk is linked to an Email and SMS notification. A user-defined matrix ensures sufficient communication without spamming recipients.
Are licenses sold in blocks? What are the minimum blocks sizes?
No. Licenses can be bought individually as and when the need arises.

ASD release notes (Download)

Installation guide (Download)

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