Categorised helpdesk system to process incidents that affect the quality of services or products. This module stores a complete history of customer requests and provides control over incident resolution. Have the tools to classify requests, escalate incidents and assess service quality. Enjoy reduced incident resolution time and improved customer service.
Automation of incident registration and classification, flexible task assignment and incident escalation.
Stores complete history of individual incidents; links between configuration items, problems and releases. Tools for assessing end-user feedback and service quality.
Ability to store your team’s best practices. Each incident solution is recorded within the company’s knowledge base. The Knowledge Base is a searchable resource of the best solutions, using key words or other parameters.
Flexible internal knowledge management tools, storage for all your standardized ‘knowledge-based’ solutions, evaluation of solutions effectiveness, ability for end-users to access the knowledge base.
Effective Problem Management can help you minimize the impact of various bugs in configurations or service quality violations, preventing further incidents. With bpm'online service desk software features you can register incidents manually or use the ‘automatic problem identification’ function. Schedule your work on problem-solving and monitor progress. The reporting system will help you to analyze the overall level of problems and identify "bottlenecks" in configurations, enabling you to introduce new processes to improve workflow and overall business performance.
The Problem management capabilities of bpm'online service desk help to simplify both reactive and proactive problem management. Identify infrastructure bottlenecks; plan actions for large scale incidents.
Resolve problems easily by identifying common known errors and responding appropriately. Track links between problems, configuration items and services.
Run a single database so you can store information on both, hardware and software. You can register and classify configuration items (CI), link them to users and specify the items included in the CI set. You have the ability to track the state of IT-units, their location and changes. Moreover, the data on relationships between CI will help you to properly assess the impact of incidents, problems and changes, across the whole IT-infrastructure.
Use bpm'online service desk to register configuration items (software and hardware elements) with detailed technical specifications.
The configuration management database (CMDB). Registration of hierarchical structure, logical and physical relationships between configuration items.
Automation of identification procedures, registration and deregistration; assessment of the cost parameters of ownership.
Create a unified database of requests describing suggested changes/improvements to products. The module offers the tools to classify changes based on their importance and type, approve requests, schedule work on change integration and record fulfilled requests.
Tools for various support changes: standard, urgent.
Automation of planning procedures, development and implementation of changes. Possibility to monitor approval processes, create a change committee.
Mechanisms for monitoring the results of changes, return to initial settings, assess effect on existing infrastructure.
Service Request Management
Use bpm'online service desk features to automate processing of standard requests from users. You can also facilitate the work of service engineers by adding standard customer service regulations to the logic of the system.
Get detailed statistics to analyze various requests and optimize the overall workflow of the service department.
Ability to automate standard requests from users, adjust workflow of standard schemes of servicing.
Compilation of request statistics by departments, contacts, service agreements.
Use bpm'online service desk tools to manage releases of new product versions. You can design releases based on change requests, and a list of changes will always be available. You will be able to effectively manage the release testing process and monitor all stages of implementation.
Automated quality changes to infrastructure and technology solutions development.
Tools for planning, design, implementation and deployment of releases across an enterprise’s IT infrastructure. Assessment of labor costs in relation to releases, release team management, deployment results analysis.
Service Portfolio Management
This area allows you to store your company’s services and service packages. You can set service packages including agreements, create a list of service engineers responsible for certain types of services. In addition, you can also manage the services provided during incident resolution.
Create a choice of hierarchical service portfolios: ‘business’ and/or ‘technical’ service catalogues
History of service provision, creation of service packages, setting times for error resolution.
Service Level Management
Meet deadlines or service level agreements. Use this module to work with different kinds of service contracts. Register and process service agreements between your company and customers, covering agreements with external service providers, as well as internal service contracts.
You can ensure a personalized service level for each client. A complete contractual service history is stored in the system and is accessible at anytime. Moreover, you can track the current state of agreements and monitor termination dates.
Support various types of service contracts: with end-users (Service Level Agreements, SLAs), interaction between different helpdesk teams (Operational Level Agreements, OLAs), and manage relationships with external suppliers (Underpinning Contract, UC).
In addition there are more options for adding different levels of service; labor management & scheduling and controlling quality service violations.
Service Process Management
At the heart of the bpm'online service desk is a process designer that offers process modeling and process automation. Any action can begin a pre-defined business process. This approach provides incredible flexibility for business analysts and enables them to pinpoint problem areas and make corrections on the fly.
The business logic is defined by processes which can be changed as required. Implementing a new process is as simple as modifying a pre-set one – you simply draw a process diagram and save it – the system treats all processes in the same way.
Business processes management and automation tools provided by the bpm'online service desk software solution dramatically boost performance.
Built-in mechanism for modeling, execution and monitoring processes.
Reference ITIL processes.
Simple tools for automation of service desk regulations.
Customers and suppliers information management
Bpm'online service desk consolidates information about all companies you work with. It enables managers to get a multi-dimensional view of your customers’, partners’, vendors’, and competitors’ data.
With our IT help desk software you can find any type information in a matter of seconds. A complete history of face-to-face meetings, mailings, calls and customer requests is automatically at your fingertips. At the same time, you can restrict access to confidential information.
You don't need a web browser to find the information about a company - you can do this all from the system.
Bpm'online service desk has a easily accessible interface for contact management: you can instantly find customer data and employee information. It has outstanding performance in processing large data volumes and can store any other possible information that you may need.
Built-in online help desk management tools allow you to import data from MS Excel or synchronize with Google Contacts. Close integration with social networks enables you to manage customer relationships using Facebook, LinkedIn and Twitter.
Monitoring relationships between companies and contacts can be really invaluable– all this insight will help improve collaboration with customers, colleagues and partners.
Store complete information about your service users in a centralised database.
The flexibility to adjust the organizational structure of the company, store customer records and contact information.
Quick access to service history, requests, service contacts, service level agreements.
Comprehensive service provider database. Storage of interaction rules: agreements, guidelines for delivery of requests.
Store a complete history of communications, tools for monitoring the quality of work performed by service providers.
Service engineers time management
In order to build outstanding customer relationships you need to be responsive, accurate and punctual. To help sales managers maximize their performance, bpm'online service desk delivers a great time-saver – a single window for management of key activities– sending e-mails, making calls, handling tasks.
All the activities are placed in a single list or displayed as a schedule, so you can instantly arrange daily activities according to their priority, due date, or customer. The help desk system can be used to plan, forecast and analyze daily routines. This module enables tracking of all activities related to a specific customer, partner or supplier. If you use Google services for email and task scheduling, you can synchronize the data with bpm'online service desk
The bpm'online service desk software solution helps manage day-to-day activities and monitor the completion rate of delegated tasks. Other practical tools for improving performance include built-in analytics and business process automation.
Time management module for service engineers, planning maintenance tasks, control of order processing.
Effective time management tools, organizer, mechanisms to evaluate the current level of staff workload.
A comprehensive system for task management, quality control, labor management.
Dashboard and Analytics
Dashboard summarizes key information in real-time. Bpm'online service desk enables you to customize the Dashboard the way you want: you can place tables that contain information from any section of the system, visual diagrams or even web sites. The Dashboard enables you to keep tabs on the current situation and help anticipate future changes.
Standard reports allow for a detailed view of business. Charts are excellent visual representations of statistical data. Use the report builder to aggregate any statistical information you need. Report builder allows you to create document type and analytical forms to meet specific business needs.
Built-in comprehensive statistical reports, graphs, printed forms.
Unlimited tools for creation and configuration of user analytics.
The bpm'online service desk administrative tools allow IT staff to add, update and remove single or group user accounts based on the organizational structure of business and manage user access rights.
Track changes of records more easily by logging system events. At any moment you can analyze the changes made to the system. You will always know what, when and by whom actions were performed.
Administrators have the flexibility to change the structure of the help desk. You can organize sections and put them in a different order, change the details in each section, add or remove details or entire sections. Moreover, our toolbox allows you to create new diagrams, reports or templates for different system sections.
This section of bpm'online service desk contains all ‘look-ups’ that can be used in the solution. It can add look-ups and modify content and structure of any pre-built look-up in order to align the application with specific business needs. Bpm'online’s help desk software allows you to edit both general lists (e.g. cities) and lists that can change business logic (e.g. account types or document statuses).
This customization tool enables you to change the data structure, UI or business logic without programming. When adding a field, changing its position, grouping some fields in a logical block or making any other improvement to the user interface – you simply use the visual page designer to make all the changes in a matter of minutes. The object designer facilitates changing default values or defining field rules.
All the customization tools within the bpm'online service desk software solution (object designer, page designer, process designer etc.) have been designed to meet one fundamental goal – helping businesses and developers extend and fine-tune the help desk application in the most efficient manner.
bpm'online outlook connector
The bpm'online outlook connector enables you to work within MS Outlook environment while avoiding the need to duplicate data entry.
The bpm'online outlook connector simplifies the work of service engineers giving them the capability to work in a familiar MS Outlook environment with all the data from bpm'online service desk.
There is no need to switch between different windows to view information on incidents, customers, accounts or documents because it can be handled directly in Microsoft Outlook. You can edit contact information, create contacts and send emails. When you synchronize bpm'online service desk with Outlook, all the changes made in Outlook will automatically appear in the Service Desk software solution. Furthermore sales managers can also work in an off-line mode, all date will simply be updated in bpm'online service desk as soon as a connection is restored.