Complete service management

ITIL ITSM solution to optimise service delivery for any department in any industry sector.

Web based service management

Incorporates ITIL methodologies

Used by IT, HR, Finance and more

SLA & escalations

Self-service portal / email support

Mobile field service

Workflows

Efficient service delivery

Pre-configured installation allows for fast ROI. Simple but powerful user interface facilitates continuous improvement in service delivery.

Easy adoption for clients

Servicing internal staff or third party clients via multiple channels to log calls by custom portal, email and api.

Streamlined business processes

Custom workflows facilitate controlled and efficient business processes. When coupled with custom forms this provides even further flexibility.

Proactive management

Powerful reporting for real time monitoring and trend analysis means maximised resource utilization and streamlined business processes.

Feature Highlights

ITIL Standards

Incident and problem management, request fulfilment and entitlement, change management, asset management.

Out-the-box functionality

IT, HR, facilities, procurement, marketing, customer service etc. can gain immediate benefit.

Easy to use interface

Technical and non-technical staff will find it easy to navigate, search, filter, and view their calls

Mobile App

Android Application for field service call management

Agent dashboard

Graphical interface displaying call statistics.

Self -service portal

End-users can log and track their own calls via simplified, customisable web portal with optional priority selection and knowledge base access.

Email call logging

Automatically categorise and assign calls based on rules-driven keyword logging.

Satisfaction Surveys

User-defined questions and ratings with selective distribution allowing for collation via email or web.

Comprehensive reporting

Numerous built-in reports and ability for users to create their own custom reports.

Billing

Keep track of Time and travel, with Rates and Support Levels.

Shift work and stand-by

Rosters with out-of-office functionality

Managed Workflows

Managed workflows, including approvals, escalations, custom routing based on user interaction.

SLA / OLA

Rule-based response and repair time measurement for business-hour and 24-hour environments.

Escalations

Proactive SLA Management triggered by Rules driven alarms.

Active Directory integration

Import and update personnel details.

Third party integration

REST API, and XML import import/export allows for back-to-back helpdesk systems and third party application integration.

Client communication

Rules based templates for email and sms notifications.

Intelligent call assignment

Dynamic call assignment driven by user defined rules.

Knowledge base

Optimize information collection, collation, and retrieval for your organization.

Asset management

Standalone asset process management and ability to integrate with Desktop Auditor.

Scheduled tasks

Scheduled recurring tasks such as weekly back-ups, quarterly servicing, etc.

Scheduled Reports

Scheduled predefined reports to be sent to user and management.