Vector IT Service Management Solutions
Service Management Pro
Maintaining the quality of your end-user IT
experience - and that of your support staff

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 -

  • Reduce support staff turnover.
  • Reduce issue resolution times.
  • Increase IT end-user productivity.
  • Maximize support efficiency.
  • Monitor support performance against agreed service levels.
  • Provide support activity information to support charge-back.
  • Monitor long term support performance trends in pursuit of continuous improvement.
  • Achieve significant progress in adoption of ITIL best practices.

Call +1 770-622-2850 now to discuss your requirements

Customer Perspectives

A comprehensive service management solution is essential if you are to maximise the efficiency of your service organization and raise the satisfaction of end-users through superior quality support.

With end-user support increasingly governed by service level agreements and other performance measures, the effectiveness of your service management operations are also highly visible, and subject to quantitative scrutiny just as much as any other function within the organization.

Support staff are recognized as among the most highly stressed people in the industry. Providing them with the highest quality tools visibly acknowledges the importance of their contribution and reduces turnover and training costs.

Organizations are also seeking efficiencies through sharing a foundation of configuration and change management information between asset management and service management activities

Solution Essentials

  • The heart of 'SM Pro' is the Web-based Vector HelpDesk. Its powerful and highly configurable issue escalation, workflow management and email integration features facilitate organizing and tracking the toughest desktop support challenges through to resolution. A cross section of the functionality provided is illustrated in the HelpDesk Screenshot Gallery.
  • Particularly important in today's drive for excellence is the detailed tracking of issue resolution, interweaving email exchanges with the record of support activity, which provides an unequivocal record of the efforts made to solve any given problem.
  • Anchored by Vector HelpDesk, SM Pro also includes 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 direct 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).
  • SM Pro benefits not only from the comprehensive asset detail and change history reports that come with the Asset Discovery and Mapping functionality, 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. It's Web architecture supports distributed support teams and remote administration.

To explore Vector's Service Management Pro Solution, Download a Free 30-Day Trial

Complementary Solutions

As detailed earlier, Service Management Pro is made up of three of the Vector solution range, each of which is available on its own. HelpDesk is an ideal standalone issue tracking tool, capable of integration with third party inventory databases and with remote control products featuring ActiveX controls. The Asset Discovery and Mapping solution can also be purchased independently to provide a foundation of asset information to support both Asset Management and Service Management activities. PC-Duo Remote Control is a natural choice on price, security and functionality grounds for any organization looking to refresh its remote PC support and remote system management infrastructure.

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. 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.
  • 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.