Vector IT Service Management Solutions
Vector HelpDesk
Issue Tracking, configured to match and
support your business processes
Call (800) 330-5035 now to discuss your requirements
Outside the US and Canada? Call +1 (770) 622-2850
Business Needs Answered
Organizations use this solution to -
- Introduce a foundation of system and methodology into their delivery of support to end users of IT
- Replace legacy support systems of limited scope
- Respond to new frameworks of Service Level Agreements
- Increase IT end-user productivity
- Maximise support efficiency through increased automation
- Monitor support performance against agreed service levels
- Provide support activity information to support charge-back
- Enhance availability of infrastructure and critical business systems
- Monitor long term support performance trends in pursuit of continuous improvement
Call +1 770-622-2850 now to discuss your requirements
Customer Perspectives
The ability to manage the process of issue capture and resolution underpins everything that organizations can achieve in IT Service Management, such as improved service levels, cost reduction and problem reduction.
To be able to operate successfully in an environment governed by service level agreements, an issue tracking platform must have powerful and configurable escalation mechanisms.
Providing your valuable help desk staff with the highest quality tools you can afford visibly acknowledges the importance of their contribution and reduces turnover and training costs.
These statements are equally valid irrespective of the extent to which an organization is adopting ITIL practices.
Solution Essentials
- HelpDesk is at the heart of Vector's Service Management solution family. This Web-based software provides powerful and highly configurable -
- issue recording,
- time- and SLA-based escalation,
- team-oriented workflow management and
- email integration features.
- HelpDesk is highly scalable, and works as efficiently supporting hundreds of support staff as five. It Web architecture supports distributed help desk teams and remote administration.
- HelpDesk can be customized to access and display system configuration information from any SQL-based database, making it an ideal choice where organizations are not planning an imminent refresh of their inventory tools.
- For many classes of supported user it is practical to provide them a Web-based self-service ability to submit issues, and also optionally to view the progress of their issues.
- Detailed tracking of the progress of an issue through to resolution is particularly important in today's drive for excellence. HelpDesk interleaves email exchanges with the chronological record of support activity, providing an unequivocal record and audit trail of the efforts made to solve a problem.
- HelpDesk has its own suite of reports on issue resolution and service level metrics, providing information from organization level summaries down to the performance of individual support analysts.
To explore Vector's HelpDesk Solution, Download a Free 30-Day Trial
Complementary Solutions
The most commonly requested complementary solutions are PC-Duo Remote Control, and the hardware and software discovery and inventory functionality of the Asset Discovery and Mapping solution*. PC inventory data is provided directly to the support analyst in the HelpDesk interface, including details of installed software, system hardware and configuration, and location on the network right down to which port number on which hub/switch/etc (for managed network devices).
These two other solutions are folded into the comprehensive SM Pro solution.
* Although Service and Asset Management are very different aspects of IT, organizations are increasingly finding they can and should be based on a shared foundation of system and configuration information. Vector's Service and Asset Management solutions work together in this manner. (This is a prominent theme in ITIL which Vector is keen to support.) For example the rich and accurate Software Inventory supports the License Compliance aspects of Asset Management, and at the same time provides the help desk analyst with valuable insight into the configuration of any particular user's PC.
Further Information and Resources
If you prefer to review more information before downloading a trial copy of the Asset Management Pro solution, the following resources are available to you -
- On-line Screenshot Gallery of the HelpDesk support user interface.
- On-line HelpDesk - review sample schemas to find the closest to the way you wish to work
- Download the Solution Highlights brochure for Vector HelpDesk (PDF) - 8.5"x11" (Americas) or A4 Size (EMEA)
- For a no-obligation review of your business needs and Vector's solutions family, call now on +1 770-622-2850.
Or download the fully functional 30-day trial.
