- With Kovair’s IT Help Desk Software, requests submitted by customers
are managed through a simple process that involves two service teams – Service Desk
and Level One Support. This pre-defined process can be enhanced (customizable) as
per business needs and objectives of service request management workflow of the
service provider.
- Multiple IT service requests can be linked to an Incident, and in that case, closure
of all these requests strictly depends on the closure of linked Incidents.
- Kovair’s Omniprocess Process Automation Technology helps to define, implement, enforce,
and automate Helpdesk processes.
Service Request- IT Service Fulfillment Process- A View from Kovair
- Kovair’s multi-user conditional role resolution capability enables multiple Helpdesk
people to play multiple roles for multiple conditions.
- Kovair’s IT Help Desk Software supports multiple Helpdesk processes,
and allows the implementation of various workflows even within a single Helpdesk
interface.
- The task-based process engine of Kovair’s IT Help Desk Software
allows multiple parallel tasks assigned to various persons that are all related
to the same Helpdesk ticket.
- The drag-and-drop configurability of Kovair’s process designer allows implementation
of process changes in hours rather than weeks.
-
Kovair's Help Desk Management solutions have built-in computation capability which makes
Service Level Agreement (SLA) calculations easy and automatic.
- Kovair's dashboard capability allows creation of various graphical and textual metrics
which are calculated in real time to show up-to-the-minute performance of the Helpdesk
organization.
- Kovair’s integration with corporate websites or email systems facilitates ‘self-help’,
which includes submission of a ticket from a website or converting a ticket from
an email as well as a real- time status update as the ticket moves through the Helpdesk
process. Self-help reduces calls and emails from end users.
- Kovair's ITIL Help Desk Software solutions seamlessly integrate helpdesk and all the other
components of
IT Service Management, including Incident Management, Problem Management,
Change Management,
Release Management,
and CMDB.
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