Web-based Help Desk Software, IT Service and Change Management Solution

By: Vector Networks  09-12-2011
Keywords: Help Desk, service management

Maximizing the quality and efficiency of your end-user IT service

Solution Deliverables

  • Reduction in issue resolution times.
  • Increased IT end-user productivity.
  • Maximized support and help desk efficiency.
  • Reduction in help desk and support staff turnover.
  • Help desk performance monitored against agreed service levels.
  • Help desk activity information for user charge-back.
  • Long term support performance measurement for pursuit of continuous improvement.
  • Progress in adoption of ITIL best practices.

Solution Highlights

  • SM Pro benefits not only from the comprehensive asset detail and change history reports that come with the functionality in Asset Discovery and Mapping, but also a set of Web-based reports that allow the organization to interrogate its service management history and review performance trends. This ability to understand how performance is changing over time is a key component of the ITIL approach to incident management.
  • Vector HelpDesk is highly scalable, and works as efficiently supporting hundreds of support staff as five. Its Web architecture supports distributed support teams and remote administration.

Solution Components in Vector Service Manager Pro

Follow these links to discover more about the power of Vector’s IT Service Management solutions.

Keywords: Help Desk, service management

Other products and services from Vector Networks


IT Change Management Software - ITIL oriented Solution

SLA support is more commonly associated with support and service management, but is very useful in the change management context in ensuring that contributors to the process carry out their tasks within prescribed times. Team working enables sub-processes such as change implementation piloting and testing to be allocated to a specialist group that can deal with it in the most efficient manner.


Web-based IT Help Desk & Issue Tracking software, SLA management solution

HelpDesk is based on Vector’s powerful Issue Tracker engine, with flexibility proved in a wide range of general business issue tracking and business process management installations. HelpDesk provides capabilities that enable support teams to respond to the introduction of Service Level Agreements. Longer term performance trends can be monitored in pursuit of continuous service improvement – a key ITIL goal.