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| WebEvents: Solution Databases in User Help Desks |
In this WebEvent, you'll find out how you can use Valuemation to efficiently support the processes at your IT service desk in conformance with ITIL concepts and techniques and how easy it is to use the integrated solution database.
Objective
The service desk is the most important interface between users, internal customers and the IT service provider. Service desk personnel need to be able quickly access all data pertaining to the IT infrastructure, escalation paths, agreed-upon service level agreements (SLAs) as well as contract data including warranties as well as warranty terms and conditions. The combination of the Valuemation Incident/Problem Manager with knowledge-based databases such as the USU KnowledgeCenter considerably shortens response times and greatly increases the efficiency of the service desk.
Contents
Primary operating features of Valuemation
- Catalogs
- Searches
- Grouping
- Aggregating
- Different views (ways of organizing and presenting data)
A demonstration of each step in the process
- Taking calls
- Creating an incident
- Forwarding the ticket
The advantages of integrating a knowledge database: two clicks until the ticket is closed
Reports
Interfaces to additional modules within the Valuemation Suite
References
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