A HelpLINE Service Desk solution will address both your business and service management process requirements.

How well can you answer these questions?

• Does your Service Desk remain primarily reactive?
• Does your service team provide management information?
• Does your service team contribute to business improvement?
• Does your service operation meet defined service levels?
• Does your service operation cost too much?

Strong effective processes lie at the heart of every good system. HelpLINE has been designed to support industry Best Practice Service Desk disciplines, to give you the platform to deliver professional Service Desk management.

HelpLINE Service Desks support 7 KEY service management processes that lay the solid foundations for an effective Service Desk operation

1. Incident Management
HelpLINE centralises and automates the management, recording, prioritisation, escalation and allocation of incidents, to ensure they are owned, tracked and monitored through their lifecycle. Service Desk personnel are able to immediately access a wide range of relevant information to provide an appropriate timely response.

2. Problem Management
HelpLINE enables analysis and diagnosis of the organisation’s problems from the incidents reported. The powerful reporting tools enable trend reporting to facilitate cause and effect interpretations for management escalation and action.

3. Configuration & Asset Management
The HelpLINE asset database holds information about different types of equipment and software at component or aggregated assembled levels, describing their roles and inter-relationships. This information can be viewed and reported on by the Service Desk personnel, underpinning many of the other processes to assist in the improvement of resource utilisation to reduce inefficiencies.

4. Change Management
HelpLINE’s workflow facilities can be used to ensure that a uniform approach is used to manage changes in the supported environment to minimise the impact of change related events. This process ensures that all changes are authorised and carefully managed to prescribed procedures.

5. Release Management
HelpLINE enables scheduling and monitoring of updates and upgrades across the organisation, providing management with interim progress and final reporting.

6. Knowledge Management
HelpLINE enables you to build an efficient knowledge base to assist service delivery and support. It is driven by the requirement to equip Service Desk personnel with relevant, accessible and effective information to solve callers’ problems.

7. Service Level Management
HelpLINE provides automated facilities to manage and measure service support against prescribed performance service levels. The facility can be configured according to cost centres, specific assets, etc. HelpLINE provides managers with the opportunity for objective evaluation of performance. It also encourages a customer service culture and provides a base point for a quality improvement programme through a continuous improvement cycle.