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
- Does your service team provide
- Does your service team contribute
to business improvement?
- Does your service operation meet
defined service levels?
- Does your service operation cost
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 6 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. 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.
4. Release Management
HelpLINE enables scheduling and monitoring of updates and upgrades
across the organisation, providing management with interim progress
and final reporting.
5. Knowledge Management
HelpLINE enables you to build an efficient site-specific 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.
6. 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, customers, specific equipment,
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.