ITSM.

Easily manage, track and control support requests and tickets.

The target Customer is a Company that needs to track and control the process of user support. It may be useful for managing technical tickets (Technical Support), managing Facility Management tickets (e.g. for the General Services), claims, post selling or any other type of support tickets that require specialist intervention for resolution.

Our platform allows you to:

• Record and properly classify all support requests
• Route incidents to the correct support groups for resolution
• Improve and automate the communication with customers and business users
• Give end users the ability to self-record their requests and monitor their status
• Track all the activities carried out to solve an incident
• Have a list of assets assigned to users and connect them to the incidents
• Evaluate the performance of support groups and the quality of service provided to the customers and business users

The ITSM complements and extends the “Help Desk” application, in order to support a more advanced Help Desk, which becomes a single point of contact for end-users, to solve all end-users’ requests, whether they are:

• Support Requests
• Requests to deploy standard services
• Requests for new configurations
• Requests for change
• Requests for information
• Claims and Complaints