Service Management

ITIL®-Centric Approach

PS'Soft Service Desk delivers integrated call, incident and problem management based on ITIL ® standards with easy configuration to an organization's unique processes. It includes a robust Knowledge Base as well as powerful self-service features that allow users to report incidents, find solutions to their issues and make requests via the web. With embedded ITIL ® processes and easy implementation and configuration, PS'Soft Service Desk has low overall cost of ownership and delivers quick time to value.

Completely Integrated

Unlike other solutions that have been cobbled together by technology acquisition, the PS'Soft Service Desk solution is built on the same configuration management repository as the PS'Soft Asset Management Suite. Support staff using the PS'Soft Service Desk will have immediate drill down access to all information associated with an asset or configuration item - speeding problem resolution time and improving customer satisfaction.

Key Features:

• Tight integration with the asset and configuration repository - speeds incident resolution through better knowledge of asset and configuration details.
• Powerful business process technology integration - empowers task automation and integration with IT operation tools
• Fully web-enabled, zero client footprint - makes it easy to deploy in a distributed organization
• Email process automation - increases IT staff productivity
• Drag and drop screen designer - easily tailors screens to fit user needs
• Powerful Knowledge Base - facilitates incident and problem diagnosis
• Highly configurable escalation and notification system - optimizes alerts and communication
• CTI Integration - automatically identifies callers to accelerate incident recording

Key Benefits:

• Improve customer responsiveness - through a single point of contact
• Speed up ITIL framework-driven Service Management processes - by using the out-of-the-box settings to configure the solution
• Reduce time to record calls and incidents - by automating user identification with CTI integration and form fill-in with configurable rules
• Increase first level resolution call - through a better knowledge of all assets and CIs and the related changes and automatic alerts.
• Increase IT staff productivity - by automating repetitive tasks (e.g. password reset)
• Reduce number of calls, cut costs and improve end-user satisfaction - by offering 24/7 self-help capability: Knowledge Base, incident creation and follow-up.
• Optimize quality and lower costs - by automating email processing with incoming mail capability
• Easily integrate with all the applications in your infrastructure - by using the integration feature to interface with LDAP user directory, with an HR system or using the business process API to interact with your IT operations tools
• Improve user satisfaction - by using proactive alerts capabilities and automatic notification

PS'Soft Service Desk: an integrated solution

All the PS'Soft solutions are based on one unique foundation which provides capabilities such as unique central and flexible repository, web-enabled portal, custom reporting and powerful integration with other IT applications.

The PS'Soft Service Desk works with PS'Soft Change Management to activate and manage changes from incident or problem management. PS'Soft Service Desk shares a unique and central repository with PS'Soft Asset Management and is also fully integrated with PS'Soft Business Service Management and PS'Soft Change Management. These integrations enable a true drill down on asset, configuration, service details and changes related changes.

PS'Soft IT Business Intelligence and PS'Soft Executive Dashboard are unique capabilities which work throughout PS'Soft solutions to deliver dashboards and KPI tailored to executive-level positions such as the CEO, CTO and CFO.

* ITIL ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.