Brochure service desk_director_en

CATALOGPRODUCT Dexon Service Desk Director is a product designed and engineered to deliver the highest

standards of quality and service for the proper administration of events and services to final users both, internal and external. This product is the main source of contact and delivery of knowledge to customers and users, modeled on ITIL standards that allow the development of a product that does not only provides the adjustments for quick and easy implementation but also the documented process flow for monitoring and control..

You can make restoration of critical business services in the shortest time possible.We will minimize the impact of causing incidents in the operations of his company.You can standardize processes or functions of the services of his organization with an incident management and applications in a scalable, integrated and modular.

Dexon Software SACustumer Service Line: + 57 (1) 2368633 Bogota, Colombia [email protected] www.dexon.us

With Incident Management of Dexon management you can minimize the disruption to your business by restoring normal operations of your company as quickly as possible.

Dexon Incident Management provides a single point of contact between your company and customers beyond the typical help desk including the ability to process incident reporting, problems, change and service request in a tool integrating other IT elements.

INCIDENT MANAGEMENT

Achieving Standardization of processes and functions of the services themselves with incident management in a scalable and integrated way

With features like scaling and functional hierarchy of applications, managing technical groups, warning about the events of the incidents, monitoring life cycle of the i n c i den t s , c apac i t y Managemen t , multicompany from the same point of contact, detail classification of incidents including ensuring that the proper administration of the incidents framed by a totalitarian design.

Dexon Configuration Management monitors all individual components of IC technology platform to establish and maintain the coherence of each CI in their relationships, roles and performance.One of the main advantages of Dexon Configuration Management is that due to the constant monitoring and updating of data can be created automatically relationships between various elements configurable by administration that will impact positively on other aspects of your IT organization.

SERVICE ASSET CONFIGURATION MANAGEMENT

The successful administration of our Configuration Management lies in the finding of a single tool and a single management agent running total assets making communication software and management of configuration items is carried out successfully and productive.


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Dexon Problem Management investigates the cause of the incidents, and is intended to prevent incidents of a similar nature from recurring. Using the elimination of errors, which often require deep structural changes to the infrastructure in an organization, making the number of cases or incidents are reduce over time.

The Process of Dexon Problem Management includes the reaction and the action or execution as key bases in their administrative.

Allows you to effectively anticipate the impact of changes, reducing business risk of failures and inconsistencies in services.Simplifies architectural complexity of its technological platform and reduce administration cost of incidents and problems.Will help you comply with the requirements and internal policies, tracking changes across your organization.

Dexon Change Management ensures that the methods and procedures used, give a quick and efficient handling of all changes to controlled IT infrastructure, in order to minimize the number and impact of any element of the incidents related to the technological service.Dexon Change Management usually includes the administration and registration changes, the evaluation of the effects, cost, benefits and risk of changes made in its infrastructure

CHANGE MANAGEMENT

by preventing these that cause problems in infrastructure, Dexon Change Management will be your right hand to the foresight and prevention of difficulties.

PROBLEMMANAGEMENT


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Dexon Event Management allows you to monitor all the important events of its IT platform, and detect and scale of exception conditions in order to contribute to the normal operation of the service; the module itself is responsible for classifying events and its impact on the service. It is also responsible for documenting the event and refers to the corresponding process for actions to be taken.

EVENTMANAGEMENT

With Availability Management Dexon you can monitor the implementation of the systems available for use under the terms of use level agreements (SLAs) with activities such as monitoring, reporting, backup, among others, all to deliver a level of availability, a cost effective, to enable the business in order to meet their business objectives.

AVAILABILITYMANAGEMENT

Dexon Availability Management will undertake activities to process automatic workflow service desk and how to determine availability requirements, identify business-critical functions (VBF´s) analysis of impact business, monitoring and trend analysis.

Dexon Event Management helps early detection of incidents, even to prevent their appearance to users, is a key point in the integration and direct coordination with other processes, and enables them to react more quickly, resulting in higher efficiency of the entire IT organization.

Dexon Capacity Management helps ensure that IT infrastructure it's provided to the business services at right time, in the precise amount and the right price to ensure their efficient use.It is in this Dexon Service Desk module that can integrate business processes and the BCM (Business Capacity Management) SCM (Service Capacity Management) and RCM (resourse Capacity Management).

Overall, Dexon Capacity Management ensures that the capacity of your IT infrastructure is aligned with the changing demands of your business by providing the best value-benefit in a, timely and accurate way.

CAPACITYMANAGEMENT


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Dexon Service Level Management enables you to define, negotiate and monitor the quality of the IT services that you offer your customers. With this module you can configure the management console from each of the commitments you have with your client to meet their needs and expectations.Service Level Management Dexon improves communication with your clients, preventing misunderstandings about the nature and quality of services you offer.

SERVICE LEVELMANAGEMENT

Dexon Knowledge Management is responsible for establishing criteria for registration and to undertake regular work classification, evaluation and improvement of the available data that are displayed and accessed from the Service Desk console. Dexon Knowledge Management enables you to collect, analyze, store and share the knowledge available at the Service Desk Management for the IT organization of your business. This module enables you to contribute to improve the quality of decisions made in your company, by ensuring that those who make the decisions have secure and reliable information. It also enable you to ensure that the staff uses Dexons console, both

KNOWLEDGEMANAGEMENT

recording and to consult the available data, evaluate the data collected, ensuring that they are constantly updated and analyze the information needs of certain departments and coordinate the appropriate transfer of knowledge from those who own the data.

Allows you to set clear and measurable objectives and clearly defined from the same console, the responsibilities of both customers and service providers. Staff at your Service Centre will have the necessary documentation (SLAs, OLAs, etc...) to take a close relationship with its customers and suppliers. The SLAs help IT Management to calculate both cost estimates and to justify its price to customers.


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Brochure service desk_director_en

Technology

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