Verax Service Desk - incident management and SLA compliance (presentation)

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Verax Service Desk automates and streamlines incident management, ensuring timely resolution and SLA compliance. More information at: http://www.veraxsystems.com/en/products/tt

Tecnología Empresariales

Copyright© Verax Systems.
All rights reserved.
Verax Service Desk
Streamline incident management and ensure SLA compliance
DL718

Copyright© Verax Systems.All rights reserved.
Overview
2
Verax Service Desk automates and
streamlines incident management,
ensuring timely resolution and SLA
compliance

SLA management
Incident
management
Knowledge base
Calendar
& scheduling
Verax Service Desk
Functional blocks
Copyright© Verax Systems.All rights reserved. 3

Incident management
4
Tracking of internally and externally reported incidents in
a single, centralized location
Intelligent, automatic incident dispatch
Configurable incident lifecycle and statuses that reflect
support & service processes and procedures in any
organization
Automation of service requests management (routing rules,
escalation rules and priorities)
Security and access permissions (access control to incident
information through a system of user groups and permissions)
Configurable notification engine
Copyright© Verax Systems.All rights reserved.

SLA management
5
Rapid SLA definition via easy to use GUI
Routing Rules: assigning service requests to specific users or
groups
Escalation Rules: sets of rules specifying actions that are
taken automatically, e.g. when a service request has not
been resolved by its due date
Priorities (priorities of service requests based on predefined
parameters)
Time tracking with online progress control
Due dates (ability to set up various due dates and resolution
times depending on service types)
Copyright© Verax Systems.All rights reserved.

Knowledge base
6
Instant access to tips and solutions on how to
resolve common issues
Quick and simple creation of new knowledge base
items with a user-friendly WYSIWYG editor
Improved team performance via effective
information sharing and knowledge retention
Rich content (ability to attach files, images, videos
and others)
Copyright© Verax Systems.All rights reserved.

Benefits
7
StreamlineIT and network operations,ensureSLA compliance and
maximize applicationsand network uptimes
Controlincident resolution workflow from assigning tasks to
administratorsand resolving incidents,to automatingworkflows and
trackingthem through to completion
Shorten incident resolution time based on experience-based information
storedin the knowledgebase
Ensure that incidentsare resolved in a timely manner via fully
configurableescalation and notification procedures
Integratewith other Verax applications(e.g. NMS or Workflow) in order
to create advanced incident tracking scenariossuch as disaster recovery,
service provisioningand others
Copyright© Verax Systems.All rights reserved.

Discover Verax Service Desk
Copyright© Verax Systems.All rights reserved.
Download free, fully functional version
www.veraxsystems.com/en/downloads/ttdownload
Live access
www.veraxsystems.com/en/products/tt
8

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Verax Service Desk - incident management and SLA compliance (presentation)

4. Incident management 4 Tracking of internally and externally reported incidents in a single, centralized location Intelligent, automatic incident dispatch Configurable incident lifecycle and statuses that reflect support & service processes and procedures in any organization Automation of service requests management (routing rules, escalation rules and priorities) Security and access permissions (access control to incident information through a system of user groups and permissions) Configurable notification engine Copyright© Verax Systems.All rights reserved.

5. SLA management 5 Rapid SLA definition via easy to use GUI Routing Rules: assigning service requests to specific users or groups Escalation Rules: sets of rules specifying actions that are taken automatically, e.g. when a service request has not been resolved by its due date Priorities (priorities of service requests based on predefined parameters) Time tracking with online progress control Due dates (ability to set up various due dates and resolution times depending on service types) Copyright© Verax Systems.All rights reserved.

6. Knowledge base 6 Instant access to tips and solutions on how to resolve common issues Quick and simple creation of new knowledge base items with a user-friendly WYSIWYG editor Improved team performance via effective information sharing and knowledge retention Rich content (ability to attach files, images, videos and others) Copyright© Verax Systems.All rights reserved.

7. Benefits 7 StreamlineIT and network operations,ensureSLA compliance and maximize applicationsand network uptimes Controlincident resolution workflow from assigning tasks to administratorsand resolving incidents,to automatingworkflows and trackingthem through to completion Shorten incident resolution time based on experience-based information storedin the knowledgebase Ensure that incidentsare resolved in a timely manner via fully configurableescalation and notification procedures Integratewith other Verax applications(e.g. NMS or Workflow) in order to create advanced incident tracking scenariossuch as disaster recovery, service provisioningand others Copyright© Verax Systems.All rights reserved.

8. Discover Verax Service Desk Copyright© Verax Systems.All rights reserved. Download free, fully functional version www.veraxsystems.com/en/downloads/ttdownload Live access www.veraxsystems.com/en/products/tt 8

Verax Service Desk - incident management and SLA compliance (presentation)

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