Asset Performance Management Cum Automated Service...
Transcript of Asset Performance Management Cum Automated Service...
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Asset Performance Management Cum Automated Service Desk Solution
“Performance without Fail – Service without compromise”
Non- Disclosure Agreement
The Document made at SIPSS GLOBAL INDIA PVT. LTD., is to provide the
possible information to its customers to enable a best solution for the
requirement, the information contained in the document is the property
of SIPSS GLOBAL INDIA PVT. LTD., The subjected audience of this
document are authorized to use the information but not authorized to
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SIPSS – GLOBAL
Page 1 of 7 #2581 & 2582, Ground Floor, Snake Shyam Road
www.sipssglobal.com Vijayanagar 2nd Stage, Mysore- 570 017
E-Mail: [email protected] Karnataka |Tamilnadu|Kerala Ph: 0821 – 4268303, 2303505
Help Desk Software – What you need
KIS – Keep it Simple is the methodology which we have adopted in developing this
Helpdesk cum asset management software, surely without compromising the key
features and ensuring an ownership driven service delivery, User portal designed to
provide all key information and features to the end user, track the tickets escalate it if
required. Provide the proper feedbacks and suggestions. Service delivery portal will
provide an endless opportunity to track all actions of the ticket agents / service
engineers. Provide the best insights to the engineers when they open the tickets in their
portal. Both remote and site engineer options are built in with ticket tracking and
reassigning options to the Service coordinator. Key Features are explained below
Support Ticket Management Speed up Ticket Resolution with smart automations
Get The Best incident Management Practice
Offer an End user support by allowing them to register
their tickets via a simple web portal. Lightweight
portal can easily access from mobile devices as well.
Customer Login – Option for the users to track their
ticket and know the actual status of the ticket and
escalate the ticket if it is necessary.
Email Automations to get to know the every step
regarding the progress of their ticket.
Learn the Support agent details once the ticket assigns
from the portal and contact them directly in case of
any emergency
Automatically trigger the support group via Email
notification
Ensure the timely responses and resolutions as per SLA terms
SIPSS – GLOBAL
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www.sipssglobal.com Vijayanagar 2nd Stage, Mysore- 570 017
E-Mail: [email protected] Karnataka |Tamilnadu|Kerala Ph: 0821 – 4268303, 2303505
Automate Ticket Work flaws – Improve the Helpdesk efficiency
Automate every step of the
Ticket lifecycle right from registering
the ticket by categorizing the service
type to the group of responsible service
officials.
Immediate email notification to
the Service agent when the ticket is
assigned.
Increase the end user visibility
of incident progress by providing
information in the self-service portal
Get all the related tickets at one
place to improve the solution
effectiveness
Solve Incidents Faster Enhance the Service quality
Complete internal collaboration to improve
the end user communication effectiveness
Map the ticket with proper Asset details to
enable a better homework by the Service
agent before they attend the ticket. It
automatically improve the solution
efficiency
Option to upload the error snapshot /
image by the user to get better insight
about the problem.
SIPSS – GLOBAL
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www.sipssglobal.com Vijayanagar 2nd Stage, Mysore- 570 017
E-Mail: [email protected] Karnataka |Tamilnadu|Kerala Ph: 0821 – 4268303, 2303505
Real-time Dashboard to all Service Related officials
Have access to real-time information
over a graphical representation while
logging to the service agent / Admin
portal.
All the Open Tickets and feedback
summary for a quick understanding.
Easy navigation and automated
notifications to keep the complete process
live.
Automated feedbacks to the service
providers to improve their better services.
Track Assets – Learn about its Health and better insights
Asset details module, Track on the relevant
support information.
All the tickets will be automatically available
against the asset details to know how fast this
device is giving frequent troubles.
Single platform to obtain the complete
information about the organization’s assets.
Very basic asset module is packaged with the
helpdesk – more advanced asset management
options can be obtained through the SaaS delivery
options from us on the move.
Asset information is available only to the designated administrators / managers, agents and users will have very
limited visibility.
Asset is tracked Location, Department & user wise – Tracking and managing in all the way is defined through
effective navigation options.
Asset is also tracked by its classifications and certain common specifications etc. to enable an easy information
availability to the management over few mouse clicks.
Asset wise – Performance report, Uptime, Downtime indications etc. for a better insight to expose to the
investment performance.
SIPSS – GLOBAL
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www.sipssglobal.com Vijayanagar 2nd Stage, Mysore- 570 017
E-Mail: [email protected] Karnataka |Tamilnadu|Kerala Ph: 0821 – 4268303, 2303505
Control it completely – Under the proper Institutional surveillance
Designated management official can control the
complete usage of the portal by the respective
users, support agents, support coordinators,
Managers etc.
Permitting a helpdesk usage is very easily
achievable over few modifications in the system.
Enabling and disabling a user is very easily
achievable. Disabled user will not be able to explore
the Self Service portal till the administrator
resumes the suspension.
Transfer of ownership of tickets is also possible
on the move by reassigning the ticket.
Reports
User role wise different reports
Very basic reports are packaged with the
helpdesk – more advanced reports and its
customizations can be obtained through the
SaaS delivery options from us on the move.
Enterprise reporting features such as web
enabled report customization options can be
provided to the End Users if they are capable to
design their own reports. (Which is not
packaged but can be made available against
the request)
Service Provider / Vendor Wise Performance
reports.
Asset wise performance – down time uptime
analysis reports.
All reports come default with easy export options to the common formats, such as excel, word, html etc.
SIPSS – GLOBAL
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www.sipssglobal.com Vijayanagar 2nd Stage, Mysore- 570 017
E-Mail: [email protected] Karnataka |Tamilnadu|Kerala Ph: 0821 – 4268303, 2303505
Integrated BAR code & QR Code – Generation options
Need not to depend any other software
package to generate Bar codes / QR codes
Integrated Bar code generation option for
all assets.
Integrated QR code generation option for
all assets.
Option to print Bar code / QR code based
gate pass for the material management,
(Which is not packaged but can be made
available against the request)
Review the Service Provider / Service agent performance from the automated surveys –
Let the users give suggestions to improve the service delivery effectiveness.
Open feedback & suggestions form – to all users
to give their suggestions any time when they wish.
Immediate trigger of the feedback and
suggestion to the respective official to take action.
Very transparent and real-time information
availability, no more odds only eth crystal clear
visibility on performance. Which is open and
available to all the community which is associated
with.
The above characteristic will automatically
create the need of ensuring quality service delivery
in time by the Service providers.
SIPSS – GLOBAL
Page 6 of 7 #2581 & 2582, Ground Floor, Snake Shyam Road
www.sipssglobal.com Vijayanagar 2nd Stage, Mysore- 570 017
E-Mail: [email protected] Karnataka |Tamilnadu|Kerala Ph: 0821 – 4268303, 2303505
Delivery Models
We have various delivery models best fit for your requirement.
All the deliveries are best supported by the group of professionals spread
across.
Self-help videos and Remote Support desk to ensure an uninterrupted
usage of our system.
We strongly suggest the Cloud based installations so that Support
and service never be a challenge.
We support almost all web technologies to ensure a better user
experience over simple web based application.
ASSURED WITH COMMITTED SERVICE DELIVERY
Onsite Support Services
Remote Services, in Indian regional Languages Support Call center in Mysore, Karnataka.
Self Help Service Portal with Video Tutorials
Video Tutorials are available in Regional Languages
24/7 Server Hardware and Network Monitoring
Database Automated Backups and restoration without troubling the end users
ITIL Based Service Delivery Model is followed.
Proactive services, frequent service feedbacks are obtained and necessary improvements are made available very soon.
Onsite training assistance on the need
SIPSS – GLOBAL
Page 7 of 7 #2581 & 2582, Ground Floor, Snake Shyam Road
www.sipssglobal.com Vijayanagar 2nd Stage, Mysore- 570 017
E-Mail: [email protected] Karnataka |Tamilnadu|Kerala Ph: 0821 – 4268303, 2303505
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SIPSS GLOBAL INDIA PRIVATE LIMITED is a Global Information Technology Infrastructure Integration Company committed to “create an enterprise of tomorrow by integrating values” Comprehensive set of IT infrastructure solutions & 100% owned service delivery models, coupled with a wide range of proactive IT Support services, uniquely positions the company to address the dynamic requirements of variety industry verticals, predominantly Corporate, SME, Hospitality, Education, NGO/NPOs. The company also provides solutions for other verticals such as Government, Manufacturing, Retail, Distribution and healthcare. Headquartered in Mysore and reaching all the major cities of Karnataka, Tamilnadu and Kerala, Operations are getting widely expanded across the southern region of India. Started Operations from 2005 and established across 500+ customers. Got recognized many times as a continued value added reseller for the major technology providers such as Intel, CPPLUS, DELL, IBM, Sonicwall etc many time during the tenure.