| KEY BENEFITS |
- Efficient execution of all phases of service activities
- Enforcement of compliance to SLAs through automated management
- Real time information allows incidents to be easily prioritized
- Grows easily as organizations, service desks, and products increase in size and number
- Reduced call volumes with increased quality of service (QoS)
- More time is available for maintenance and planning
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Help desk organizations are vital to the smooth operation of today's high tech core of business administration. The help desk performs incident management for both IT operations and internal users. With service as the core focus, the help desk adds value to the bottom line through streamlining and maintaining operational efficiencies. However, small and medium businesses, with constrained resources and budgets, always face a tough challenge in maintaining a fully functional help desk organization. Achieving operational cost efficiencies while maintaining internal service is the key challenge in these environments
PhaseWare Solution
PhaseWare’s approach to this challenge is to provide a simple, efficient, and economical solution that fits small business needs by reducing operational expenses with quick return on investment (ROI). The key driver of PhaseWare's Help Desk Management solution is automation of incident management. Our solution tracks the entire incident lifecycle including resolution and closure of trouble tickets. Additional self service options with knowledge management capability increase the quality of service for end-users while decreasing the load on the help desk.
With a design attuned to standard industry practices, PhaseWare's Help Desk Management Solution provides powerful capabilities for workflow management, reporting capabilities, automated alarms/alerts management, an executive dashboard application, and flexible integration capabilities with 3rd party solutions.