Vector Networks

Web based IT Help Desk Issue Tracking software, SLA management solution Vector Networks

IT Issue Tracking matched to your business processes

Vector’s HelpDesk is a scalable, Web-based issue tracking system for IT end-user support, issue escalation and problem resolution. It features powerful email integration, SLA support, knowledgebase, team-working, self-help and issue resolution audit-trail.

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 ITIL oriented, providing features that serve all the key support service related best practice objectives. In particular, a comprehensive set of current status and trend history reports supports the monitoring and continuous improvement of support service performance.
  • HelpDesk is based on Vector’s powerful Issue Tracker engine, with flexibility proved in a wide range of general business issue management and business process management installations.
  • HelpDesk has a full feature set, including
    • Customizable UI
    • Email integration
    • Team Working
    • Multiple SLA support
    • Self-service mode
    • Issue audit trail
    • Team working
    • Role-based access to data
    • Time and event-based escalation
    • Reporting and trending

Solution Components in Vector HelpDesk

Complementary Solutions

Vector HelpDesk combines the Vector Issue Tracker engine with the IT Support HelpDesk Template for a complete IT issue tracking solution. HelpDesk can integrate tightly with any SQL-based asset information database with accessible data tables, such as the Vector Asset Management Database. PC-Duo® Remote Control is a long-established, highly scalable, easy-to-use remote control solution already in widespread use across all sectors of the IT community. PC-Duo can be used from inside the Web-based HelpDesk console.

Further Information and Resources

Some of the organizations which trust Vector Networks