Vizor ServiceDesk
Complete IT and customer support solution.
Incident, problem and change management.
Available in the cloud or on-premise.
Integrate with existing IT infrastructure.
Vizor ServiceDesk is a comprehensive helpdesk issue tracking system with features including powerful email integration, SLA support, knowledgebase, team-working, automatic ticket assignment and a self-service portal.
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Solution Summary
Vizor ServiceDesk
Vizor ServiceDesk is a comprehensive helpdesk issue tracking system for delivering full IT end-user and customer support. Vizor’s issue tracking functionality facilitates ITIL best practices for incident, problem and change management. Features include powerful email integration, SLA support, knowledgebase, team-working, automatic ticket assignment and a self-service portal. Vizor ServiceDesk is ready to use out-of-the-box or can easily be customized to meet your exact requirements. Vizor ServiceDesk is available on-premise or as a cloud service.
Asset and Software Modules
Vizor’s complementary Asset and Software modules offer additional functionality including network discovery, IT asset management and software license management. Vizor is completely modular, so you only purchase the features you need.
Features
Best Practice Incident & Problem Management
Vizor ServiceDesk is ready to use “out-of-the-box” with best practice ITIL incident, problem and change management processes. Powerful functionality such as team-working, automatic ticket assignment and escalation ensures issues are dealt with promptly and efficiently, so optimal customer service is provided at all times.
Change Management
Vizor ServiceDesk’s change management functionality ensures all relevant stakeholders are involved in the planning and execution of changes. Vizor ServiceDesk supports best practices through configurable workflows, uniquely supporting the management of multiple approval levels and multiple approvers. Change requests can easily be linked to incident and problems, this facilitates the simple closure of multiple incidents or problems after a change is implemented.
Self-Service Portal
The self-service portal allows IT end users and customers to submit issues, check on the status of existing issues and review the knowledgebase, without using a support resource. The portal also allows end users to request services they need, with processes in place to manage the approval and deployment.
Knowledgebase & FAQ
Knowledgebase articles can easily be created to ensure quick and consistent responses to end user requests. Articles can go through an approval process before publication in a public or internal knowledgebase. Approved public knowledgebase articles are made available to end-users through the self-service portal.
Email Integration & Automatic Ticket Routing
Vizor ServiceDesk analyzes incoming email issues through a powerful mailbox workflow engine. The system launches defined actions like optimal ticket routing or other processes for the issues, depending on the email content and the relevant team. Emails can also be authored and sent from Vizor, eliminating the need to rely on Outlook for your helpdesk.
Team Working
Vizor ServiceDesk provides extended team functionality through the Work Team capability. Issues can be assigned to a specific team, manually or through workflow rules. Teams or users are notified of issues assigned to them and may select a particular issue to work on. Additionally, issues can be automatically allocated based on issue categorization or keywords within an email subject line or message body.
Multiple Escalation & SLA Support
Vizor ServiceDesk permits the definition, documentation, and management of Service Level Agreements, each with escalation rules that ensure goals are met on time. Issues are automatically assigned and re-assigned and email notifications are sent to fulfill the SLA objectives. Vizor ServiceDesk uniquely supports SLA’s within configurable operational hours, ensuring compliance reports are accurate.
Customizable UI, Data Fields & Workflows
All user interface elements, data fields, and workflows are customizable with simple web based tools, so no developer skills are required to tailor Vizor ServiceDesk to your organization’s exact requirements. In addition, the system can be installed on-premise in an existing data center or fully hosted and managed in the cloud.
Dashboards & Reports
Powerful dashboards and reports provide helpdesk and other managers in your organization with all the information they need to monitor performance. Trends can be analyzed by time, analyst, topic, and any other metric represented by data fields in the system, keeping managers informed and prepared for future incidents.
A complete solution for delivering and managing IT support
How we’re different
Unlike other solutions, Vizor ServiceDesk actually reduces your workload by automating the most frequent IT requests, like user provisioning. Easily onboard assets for new employees and recover them when they leave. Access to systems can be quickly assigned or revoked within the system.
Vizor’s complementary Asset and Software modules offer additional functionality including network discovery, IT asset management and software license management. Vizor is completely modular, so you only purchase the features you need.
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