Help-desk / Service desk

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Many companies consider how to improve the service of service applications from the users, the order in which to execute applications, how to register and transfer them between workers in Help Desk department.

Stocktaking of resources should carry the information on the resources currently possessed by the company as well as on the fact whether the software used by workers is legal. SII’s solutions provide answer to these questions with simultaneous minimization of the costs of maintenance of Help Desk department, fully supporting the management of ITIL processes.

Within the scope of implementation of Service-Desk service, SII provides the following:

• management of incidents
• management of problems
• management of changes
• record of resources:

• equipment record
• control of the software installed at the working stations
• control of the quantity of the distributed licence keys

• IT  purchase support
• management of SLA service agreements
• cyclical generating of reports:

• reports for the management board
• reports on the stocktaking of the network resources
• reports on the percentage of solved problems

• portal of technical help for the users
• base of knowledge of ready solutions
• remote work of service technician at the user’s working stations.