The adoption of technology as a tool to facilitate core business functions has led to complex company infrastructure that demands maximum uptime and high levels of service. In addition to that the trend towards IT outsourcing has placed in emphasis on IT departments to justify their value to an organisation by providing statistics as to the levels of service that they deliver.
Change is constant in any organisation and companies need a mechanism to manage these changes smoothly with a minimum of impact to the daily operations.
Active Helpdesk provides the tools for users and service desks to record and manage these processes. Active Helpdesk is tightly integrated with the Active Asset Manager and the Desktop Auditor.
Benefits :
Users require a central portal to record problem and view the problem resolution status. This mechanism offers a communication platform between consumers and infrastructure support staff to record manage and measure user requests and support delivery.
- An easy and flexible mechanism to address problem management
- A system to measure problems and therefore provide proactive support instead the traditional re-active support
- A mechanism to empower users to view calls progress and to understand the implications of logging support calls
- A system that provides statistics about calls thereby providing information to manage service levels with a company
- Full Web Application
- Call Logging and Management
- User defined call categories
- SLA Agreements
- Call Escalations
- Integration with Active Assets and Desktop Auditor
In today's technology driven world it is important that business dictates to technology how the business must operate and technology must align itself around business requirements.
Managing expectations is an integral part of a happy organisation.
Active Helpdesk provides a mechanism for business processes to be implemented and service deliverables to be measured. It becomes the central point of communication in a company and delivers the statistics to quantify service delivery in a company.
System requirements
- MS Windows Platforms:
- MS IIS5 or later
- MS SQL 2000 or MSDE database
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