| Help Desk System:- |
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- Keep details of users, their requests and problems.
- Track change and installation requests.
- Log actions taken to deal with requests.
- Escalate overdue calls.
- Be informed of significant events and service outages.
- Log calls via e-mail, web browser or phone/fax.
- View statistics and SLA compliance details.
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Intelligent Network Diagrams:- |
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- Show equipment at sites and how it is connected.
- Store details in a user definable database of information.
- Cross reference to external documents and web sites.
- Ping and control network equipment.
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Service Status Reporting:- |
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- View the operational status of services in real time.
- Users and support staff can see at a glance, via 'traffic
lights', the status of backups, virus checkers, network
resources, UPS and any other service you define.
- Integrate to your own service infrastructure and third party
monitoring tools and scripts.
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Knowledge Base:- |
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- Search through resolutions of problems that have become the
searchable knowledge base.
- Set a review schedule to manage the information to ensure
validity.
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Change Management:- |
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- Record what has been changed to solve future problems.
- Process change requests via a workflow approval cycle.
- Track Software versions.
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Service Level Agreements:- |
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- Monitor agreement and set fault response time targets.
- Produce statistics, reports and export data to spreadsheets.
- Real Time colour coded SLA Monitor
- Link equipment to an SLA
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