Help Desk and ITIL® Software Administrator Features

Your service desk process will change...it's inevitable. We believe that application administration must be easy, so that the application can be easily configured to support your changing business processes. Especially with service management applications, where it is important to be able to quickly add new templates, web-forms, users, categories, subcategories, etc.. Once installed we provide our clients with a two-day administration course which covers all aspects of the application.

Day to Day administration

• New users can be easily added using the advanced Active Directory/LDAP integration, or built-in contact database.
• Add users (not in AD/LDAP) with a single click, or batch uploads using an MS Excel spreadsheet
• On the fly adding of new categories, subcategories, modules or resolutions to improve your call classification
• Automated back up and database maintenance
• Quick creation of new web forms to capture user information at request submission
• Publish whiteboard notifications to communicate critical information to the user community
• Send out email notifications to large groups of users
• Easy submission of new configuration items/assets via our asset template manager

Occasional administration

• Simple adhoc work flow modifications
• Scope work flow tasks to the user groups you want
• Adapt and copy newly laid out service rules and service policies
• Quickly add new service matrix rules for specific requests, users, user groups, departments or companies
• Use our asset template manager to create new configuration templates
• Advanced resource management to add new resources, assign skill sets to resources, define working hours, etc...

Less frequent administration

• Create and adapt service catalog forms with help of the advanced graphical Service Catalog Designer
• Create and adapt workflows'on the fly';
• Adapt your notifications / messaging using one single message center interface
• Create or adapt security user roles
• One-click adding of custom fields without the need for programming
• Add your own reports to our framework

Advanced administration

• Add your own custom scripts to the application to support customer-specific requirements
• Customize your web user interface to meet your corporate style
• Integrate to corporate systems using XML or web services
• Add your own features using our API