Ficha de ProductoFicha de ProductoProduct Data Sheet

Product Data Sheet

Agent. The person who provides the service.

Contact. The person who receives the service, also

called client or user.

Ticket. Request sent by a contact.

Action. Any action an agent performs to manage a ticket.

SLA. Service level agreement.

Topic. Articles from the knowledge database.

CMDB. Configuration Management Database.

CI. Configuration item which makes up the CMDB.

Service desk and incident management

User web portal

Service levels (SLA)

Notifications and email integration

Control panel (Dashboard)

Reports and statistics

Knowledge database

Base Components

CMDB and Asset Management

Dynamic contact lists

Integration with external systems

Add-on Modules:

ServiceTonic has the following base components and add-on modules:

Terminology

General Features

Available on demand (cloud-based) and on premise.

100% web-based software. Improves accessibility and

simplifies customization as all changes are available to all

users immediately.

Internationalization. Each agent and contact can easily

customize their own language, time zone and specific

preferences, such as date format and first day of the week.

Multiplatform. The application can be installed on

Windows and Linux environments, and using an Oracle,

MySQL or SQLServer database.

Multiservice. Allows creating and using several services

within one subscription/installation, each one with its

own configuration.

Usability. The design criteria for the user interface and the

use of the RIA technology (Rich Internet Applications) make

ServiceTonic an ergonomic application, easy to learn and use.

Focused on productivity. Automation is available everywhere

within ServiceTonic, including quick answers, templates

and business rules to optimize the daily service management.

Quick setup. Available in just a few days depending on the

client requirements.

Easy to use, flexible and powerful. ServiceTonic is

completely customizable without writing a single

line of code, allowing continuous adjustment to new

requirements almost immediately.

Scalability. From just a few to thousands of users, thanks

to its completely scalable Java-based architecture.

Business role management. Provides various access

levels to each ServiceTonic functionality.

Product Description

ServiceTonic is the ideal software for service automation

and management, thanks to its broad functionality, and

its 100% web-based, easy-to-use platform.

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ServiceTonic Functionalities

Product Data Sheet

Multichannel. The contact has various options to create

a request ticket, including sending an email and using

the web portal, besides the traditional channels, such

as phone or fax.

Covers entire lifecycle of the incidents or requests,

including registration, categorization, prioritizing,

escalating, hibernating, follow-up, solved and closed.

Connection between tickets. Allows connecting various

tickets, defining parent-child or linked relations.

Global tickets. To manage incidents which affect multiple

users. They allow subscriptions and send notifications to

the subscribers regarding any change or resolution.

Work teams. Organization of agents in teams with

automatic assignment and notification rules.

Custom fields. The possibility to create an unlimited

number of fields, depending on the needs of the service.

Business rules. Based on the selection criteria, they

allow automating processes and work flows.

Customized views. Allow defining ticket lists, indicating

the information to show, ticket order, following filters

and reordering.

Accelerators. Quick ticket creation based on title,

description and contact. Contact subscribing to a global

ticket. Quick ticket search.

Ticket history. Recording of all activities performed to

tickets: assignments, status changes, modifications, etc.

They also record the author of the action and the date.

Quick descriptions and predefined titles. Allows

inserting actions and commonly-used titles without the

necessity to type them.

Cost management. Recording time dedicated for each

action. It is possible to define a cost per agent and a fee

per role, in order to get the exact internal cost and final

price for each ticket.

Materials. If materials are required to solve the tickets,

they can be attached to the ticket including their cost,

margin and final price.

Billing. Recording billing items. It is also possible to

transfer concepts such as dedicated time and used

materials.

Import data. Load tickets, contacts and CIs from .csv text files.

Service Desk and Incident Management

User Web Portal

Configuration, look and feel. The logo, welcome

message, colors and fonts are customizable for a

proper integration with the corporate image.

Configurable content. Accessibility to different types of

ingredients (information type) that sets up the content

that will be available on the website of each user.

Simple and intuitive. Easy to navigate and user-

friendly interface.

Ticket recording. The ticketing system has a completely

customizable web form.

Enquiry and follow-up. The user can look up their own

tickets, view the ticket history and add new comments.

Visibility levels. Certain users may see the tickets of their

organizational unit, for example of their department.

Closing tickets. The user is allowed to close a ticket by

giving their approval when it is solved.

Subscription to global tickets, to receive notifications of

any change.

Access to the knowledge database. To search for

solutions to most common problems.

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Product Data Sheet

Service Levels (SLA)

Flexibility. You can define multiple Service Levels, with

their response and resolution time, based on ticket

selection criteria (categorization, contact information,

priority, etc.).

Work schedules. Allows associating a specific work

schedule to each SLA.

Alerts and notifications. Define notifications and visual

alerts for a better follow-up and compliance of the

service level.

Hibernation. It is possible to have tickets that are not

counted for the SLA compliance, for example when they

are pending on the user’s response.Flexible configuration. Supports SMTP, POP3 and

IMAP protocols in different ports and with different

authentication types. Also supports Exchange Server.

Email integration. Bidirectional integration with email.

Incoming emails. Automatic creation of tickets from

an incoming email or modification of a ticket from a

response email.

Outgoing emails. The system sends emails with all

types of notifications.

Notification rules are defined based on the ticket’s

status and/or priority.

HTML templates are used for the notifications.

Attachments supported. Integration of attached files

both in sending and receiving emails.

Internationalization. The notifications are sent in the

receiver’s preferred language.

The contacts receive notifications only about those

actions that are marked ‘public’ by the agents.

The notifications include links to directly access

webpages, knowledge management topics or perform

actions like for example authorizations.

SMS notifications (requires the integration module).

Notifications and Email Integration

Indicators. Multiple indicators (KPI) can be defined,

based on all types of criteria.

Three types of indicator visibility: assigned to the

agent, assigned to the agent’s team or global service

indicators.

List-type elements which show a list of tickets and their

attributes, order and selection criteria.

Calendar-type elements which facilitate the view of

features in date format.

Table-type elements which show ticket groups, divided

by various criteria (priority, status, assignation,

category, SLA compliance…).

Links among all indicators and the associated ticket list.

Insertion of CMDB assets data.

Control Panel (Dashboard)

Structured by topic sections, which can be edited.

Topics are organized in a tree-like structure.

Edit topics via an HTML editor which allows including

links to other topics and additional documents.

Add images from clipboard or computer files.

Optional questions/answers structure, which leads the

user to the searched solution.

Knowledge Database

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Product Data Sheet

Repository of used assets in service management as

per ITIL recommendations.

Definition of relationships between CIs, CIs and users

and CIs and Incidents.

Graphical display of CI relations.

Fully configurable. Definition of new types of CIs with

their fields and status, definition of relationships and

business rules.

Control of stocks, warranties, repayment.

Publication of products and services as per ITIL

recommendations.

Configurable content. Adding pictures, description,

price, delivery date, complementary products.

Access from the user portal. Easy to use, search, select

and order.

CMDB integrated. Possibility of relating product and

service request.

Access control to configurable products and services by

user roles.

Linking contact lists to corporate user directories,

either LDAP-based directories or databases.

Field mapping. Map ServiceTonic’s fields with the fields

of the LDAP directory or of database tables or views.

Multiple linking. Allows connecting a contact list with

various LDAP or database sources, simultaneously.

Access control based on dynamic contact lists.

Customizable content. Define the fields and views you

wish to have available while on the move.

Optimized for iPhone and Android devices.

Designed to work effectively even on a small mobile screen.

Without the need to install or upgrade any app on

the smartphone.

User-defined reports which facilitate the day to day

management and the service control. Exportable to Excel,

PDF and HTML formats. These reports can be scheduled

and sent automatically by email to a list of recipients.

Predefined administration reports, with data and

graphics. Exportable to Excel, PDF and HTML formats.

SQL reports to access directly the ServiceTonic

database. Exportable to Excel and HTML formats.

Reports and Statistics

Dynamic Contact Lists

Mobility Your Way

CMDB

Service Catalog

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Product Data Sheet

Technical support is included in all cloud-based

subscriptions and is also available for all customers

under maintenance contract on the on premise model.

Integrators to access corporate databases. Query

external databases and integrate retrieved data directly

into the ticket.

Integrators to access websites. Define URLs with dynamic

parameters which are replaced by attributes of the ticket.

Integrators to execute system processes. Returned

values can be mapped to a ticket field. They can also

be used to update external systems or obtain related

information.

Linking integrators to ticket editing tabs.

Incorporation of integrators in the user portal.

Integration with External Systems Technical Requirements (on premise model)

Technical Support

ServiceTonic is available on demand (cloud-based) or

on premise, for you to choose the model that best suits

your needs.

On premise: perpetual license installed on the client’s

servers, with optional yearly maintenance license for

support and upgrades.

On demand (cloud-based): monthly rent of the license

including the entire technological infrastructure.

Two Purchasing Options

ServiceTonic is installed on a server and as any 100%

web-based application, the access to it is done through

any web browser.

Server: Windows 2008 or higher (32 or 64 bits) or Linux

Database: SQL Server 2005/2008, Oracle 10g or higher

or MySQL v5.x

Minimum server configuration: P IV or equivalent, 4 GB

RAM, 2 GB disk space.

Web Access (browsers): Explorer 7.x or higher, Firefox

2.x or higher, Safari and Chrome among others.

ServiceTonic

Paseo de Gracia, 118 Pral. 08008 Barcelona, Spain

Tel. + 34 902 006 544 - Fax. +34 902 006 504

www.servicetonic.com

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Contact Us

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