ITIL-compliant helpdesk and complaint management for IBM Lotus Domino
More efficient IT processes, improved service quality and fewer risks through the automation of important service management processes lead to high system availability and fewer downtimes for users. The GEDYS IntraWare 7 Service module with integrated ITIL Best Practices provides you with proven ITIL processes for the optimum deployment of your service team.
Overview service and helpdesk software for CRM
Optimum deployment of service support
All information on the inventory
Service level management
Further Material concerning the ITIL-complaint helpdesk and service software for IBM Lotus Notes
ITIL-compliant helpdesk and complaint management for IBM Lotus Notes Domino
Presentation about the service management for IBM Lotus Notes Domino
Continuative information and checklists about CRM
CRM information package free of charge
Optimum deployment of service support
Increase quality and reduce response times in your service support department with GEDYS Service for IBM Lotus Notes. Clearly defined processes and the automatic expert search help you manage many incidents, and improve processing and the quality of results.
Whether you receive requests by telephone, fax, email or the internet, they are automatically assigned a service number. You use priority lists to define the processing sequence. If the system detects that a deadline has been overrun, it automatically triggers escalation management. As soon as a service request is received, the application checks whether a support contract exists, and if so, what type this is. You post service requests directly to this contract.
You use the integrated solution search in the knowledge databases to find solutions. You simply transfer solutions to problems or expert knowledge to the service requests in the form of solutions and send these to the requester with a mouse click.
Analyses of the incidents help you to determine the cause, create workarounds and forward information to Change Management for proactive problem avoidance.
In Problem Management, you group together repeated incidents to define a major problem. You can involve your customers into the support process via the internet. With the additional Web Desk module support and status requests and the searching for solutions can be carried out via your intranet, extranet or internet.
Asset/Inventory management
You can use GEDYS IntraWare 7 Service for IBM Lotus Notes to record and manage all your inventory. In the Configuration Management, you enter individual devices, furniture, equipment and software to form configurations and assign these to employees or customers. In the event of service requests, your employees have access to the complete system data on the hardware and software inventory.
Service level management
The Service module enables you to define the detailed framework for services, incl escalation times and scenarios, in the service level agreement. The available services are described in detail in the service catalogue. You also map agreements between the client and internal service providers (operational level agreements) and between service providers and an external provider (underpinning contracts). The service catalogue provides you with an overview of all service offers at all times, including, contracts, contract types and use, as well as response times. You post requests to the concluded agreement and perform accounting on the basis of this.
Summary of your advantages with the Service module
Service Desk – single point of contact for problem and incident management
Configurable ticket document for incidents of all types e.g. requests, complaints etc.
Self Service with service requests via the internet
Once click access to all important information and user guidance
Input support with fast, wizard-controlled data entry for telephone requests
Reminders, wizards and pop-up's for key tasks
Automatic handling of incoming emails and faxes based on ticket number
ITIL process-oriented work through workflow control
Prioritise and escalate based on urgency and user impact
Categorization and assignment of information on contract, inventory, manufacturer, supplier, second-level support
Activities:
Forwarding/informing/follow up
Create a contact profile from a ticket
Email transfer and assignment to ticket
Incidents
Solution search and solution saving
Self Service - track status via internet
Root cause analysis - create workarounds and proactive problem avoidance
Process creation:
E-mail pre-defined templates e.g. proposed solution, receipt confirmation etc.
Telephone notes, visit reports, calendar entries, tasks, etc.
Sametime integration:
Create online meetings from a ticket
Email dispatch to participants incl password
Record and replay online sessions
Knowledge management for diagnosis and problem-solving
Knowledge management
Self Service with solution search via internet
Storage of description and results for tickets
Release mechanism for new information and updates
Versioning of documents
Revision, archiving and deletion function
Discussion structure can be integrated
Contract management for service level management
Management of different types of contracts:
Agreement between client and manufacturer (service level agreements – SLA)
Agreement between client and internal service provider (operational level agreements – OLA)
Agreement between service provider and contracted provider (underpinning contracts – UC)
Configurable contract document with standardized content:
Purpose and type (SLA, OLA, UC or other)
Contractual partner, contract approval
Description of services and contract terms
Priority matrix and service reaction times
Availability of service (days, times)
Individual Escalation management fitted for the specific customer and contract situation
Signatures
Contract printing through integration of MS Word
Warning function if number of requests/incidents, terms etc. exceeded
Inventory management/configuration management
Freely-definable types of inventory e.g. installations, plants, furnishings, licences, vehicle fleet etc.
Individual components (configuration items) as smallest unit e.g. mouse, keyboard, monitor
Grouping of individual components to create a system e.g. Mrs Smith‘s workstation
Assignment of contract to individual component or system
Complete planning for maintenance including feedback on maintenance activities, history and planning of future maintenance dates
Configuration allows individual enhancements
General
Can be configured, modified and extended
Handling of any service tickets
Mapping of any service processes
100% ITIL compliant = ITIL-enabled software to support Service Desk function and processes SLM, IM, CoM and PM for IBM Lotus Notes
Stand-in rules for notifications
Possible integration of the IQ.Suite
Connection to any Know-How databases possible
Integrative cooperation with the Contacts, Office and Workflow modules | 
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