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

By: Vector Networks  09-12-2011
Keywords: process management, Audit Trail, Issue Tracker

IT Issue Tracking matched to your business processes

Solution Deliverables

  • HelpDesk is a complete framework for delivering support to IT end users.
  • HelpDesk provides capabilities that enable support teams to respond to the introduction of Service Level Agreements.
  • HelpDesk increases IT end-user productivity through reduced incident resolution times.
  • Similarly, applying HelpDesk to general IT incident management should increase availability of IT infrastructure and business critical systems.
  • Support efficiency is increased through increased automation.
  • Information on support activity can be provided for user department charge-back, and support performance is monitored against agreed service levels.
  • Longer term performance trends can be monitored in pursuit of continuous service improvement – a key ITIL goal.

Solution Highlights

  • HelpDesk is Web-based and accessible to anyone with a supported browser and logon access.
  • 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 has a full feature set, including
    • Customizable UI
    • Multiple SLA support
    • Self-service mode
    • Issue audit trail
    • Team working
    • Role-based access to data
    • Time and event-based escalation
    • Reporting and trending

Keywords: Audit Trail, Issue Tracker, process management,

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