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The IT Service Desk - also known as the User Help Desk (UHD) - is the most important point of contact for users and service customers in the event of faults and malfunctions. IT service personnel have to resolve problems within extremely short times in order to prevent, or at least minimize, negative ripple-effects on business processes. This means that they have a very important role in comprehensive business service management.
You'll enjoy the following benefits from incident/problem management with Valuemation:
- Full support of ITIL processes in service management
- Highly efficient troubleshooting and fault resolution through access to CMDB data
- High rate of first-call resolutions through the use of solution databases
- Only two clicks until the ticket is closed
The Valuemation Incident/Problem Manager is based on ITIL standards and enables you to quickly register, classify, prioritize, process, forward, track/trace and close tickets. Direct access to the CMDB provides information on device configurations, connections, assigned components and also to contact persons, cost centers and contract terms and conditions. Our optional CTI integration will already make this information available automatically at the time the call is accepted.
Our optionally integrated USU KnowledgeMiner research function can be directly accessed in the ticket view. All information relevant for researching a solution is automatically added to the search results. If the help desk specialist selects and OK's a proposed solution, it is automatically added to the ticket and saved there. This means that it only takes two clicks to identify the solution, and the ticket is ready to be closed.
Click here to find out more about incident/problem management with Valuemation.
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