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Incident Management
Richmond SupportDesk's intuitive interface enables users to quickly generate and manage new incidents. These incidents may be generated from a variety of sources including e-mail and the web.
As well as the ability to link new incidents to existing problems or known errors, Richmond SupportDesk provides a full audit trail and flexible tracking capabilities for each record. This allows users to quickly locate incidents using a comprehensive search console.
Problem Management
Richmond SupportDesk provides Problem workflow to maximise communication between the Problem Management Team and the Service Desk staff and allows for the linking of Incident records to existing Problems and Known Errors.
On the resolution of a Problem, all linked Incidents can be automatically closed, the resolution recorded against each Incident record, and customers notified of the resolution by email.
Incident Linking:
When a new Incident is recorded, a search against the Problem and Known Error database can automatically occur. Problems and Known Errors that are similarly categorised as the Incident are presented with the ability to link the Incident to a selected Problem or Known Error.
Change Management
Richmond SupportDesk provides standardised methods, procedures and approval processes for handling request for change (RFC) minimising the potentially detrimental impact of unplanned changes.
Changes are implemented based on priority, with the necessary tasks required for successful deployment of for example, upgrades or replacement of equipment. |
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Configuration Management
Navigator Tree:
The Richmond SupportDesk Navigator Tree is a graphical representation of all your components. This structure provides parent/child relationships between hardware, software, location and users.
Data Integration:
As part of the Richmond SupportDesk solution we provide live data links and import mappings to market leading System Management Solutions such as Centennial Discovery and Microsoft® SMS. These System Management Solutions can feed hardware and software information into Richmond SupportDesk giving the Service Desk up to date valuable information on IT components automatically.
Configuration Items:
An unlimited number of Configuration Item (CI) templates can be created to fit any requirement. Customisable attributes can be defined to record information against computers, servers, network devices, printers, and other components.
Knowledge Management
Richmond SupportDesk provides comprehensive knowledge management features for both internal and external users based on either resolved incidents or by publishing standard Microsoft Office™ documents, HTML, or PDF's to the helpdesk web server. Users can then query the knowledge base by using a simple free-text query.
For further information on Richmond SupportDesk Service Level Management benefits please call our Service Management team on 0208 943 22 22 or email info@jcom.co.uk |
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