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| Customer Support & Service Solutions |
SMART Customer Support & Service Software enables to match the dedicated support requirements with unparalleled precision and flexibility, which increases customer satisfaction while reducing your customer support costs. Open tickets, which automatically gets assigned to the right support associate. Knowledge Base can be used to answer frequently asked questions by customers. Out of the box dash boards and advanced reporting provides dynamic tools necessary to provide businesses with enterprise quality service, regardless of size.
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Integrated Customer support portal with a full trouble ticket management, feature rich knowledgebase, service level & survey management. Improve customer responsiveness, enhance communication and maintain quality of service. |
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| Module List & Product Features : |
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Incident Management facilitates restoration of abnormal operation of an IT Service, as early as possible, as agreed in the Service Level Agreement, by reducing the impact of possible disturbance to the Business. SMART IT Helpdesk allows recording of all incidents, with classification and automatic routing of incidents to the appropriate specialist or associate.
As recommended in ITIL, SMART IT Helpdesk allows self service, knowledge base integration for checking previous resolutions, and escalation of incidents either prior to or upon breach of the set target response and resolution times.
A real-time, dashboard capability is built-in to the product with a drill down capability.
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| View Incident Management Data Sheet for more information on this subject. |
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Problem Management process aims to minimize the impact of problems by identifying problems that needs to be investigated and monitor Known Errors for a successful resolution. Problem Management supports Incident Management process by providing, workarounds, quick fixes and facilitates Proactive Problem Management for identifying weaknesses and eliminating problems, before incidents occur.
Proactive Problem Management is achieved by examining the currently open & previously closed Incidents to analyze trends and determine if a problem exists in IT Infrastructure, and subsequently group these incidents into one problem.
SMART ITIL Service Management system assist in Problem resolution process, since it is integrated with Service Asset & Configuration Management Module (SACM), which allows capability to view attributes of Configuration items, as discovered by the SMART asset discovery software agent.
With the Process relations feature, users can link the incidents with problem created and also link the Request for change (RFC) for resolving the problem. Problems which are marked as Known Errors can be viewed from Incident Management Module for providing quick fixes and workarounds, for Incidents affecting a particular Service, so as to restore the affected Service as soon as possible. The identified Known Errors will be resolved and closed using the RFC's to resolve the probe.
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| View Problem Management Data Sheet for more information. |
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SMART Knowledge base management allows organizations to comprehensively gather, organize and analyze its knowledge to develop a complete database of proven solutions to known problems & FAQ's. Knowledge Management is fully integrated with Incident & Service Management Modules, which allows users to get context related online help.
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| View knowledge management Data Sheet for more information. |
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SMART Service level management allows to define, measure and manage quality of IT & Business Service Request Services. Services can be designed to meet the customer expectations. SLA’s help to improve customer relationships, customer satisfaction by developing a sound working relationship between IT and other business units.
SMART SLA Management module allows documenting IT & Business Services that are designed to meet the Service Level Requirements (SLR's) at mutually agreed Service time targets
SLA Management helps in enhancing stronger relationship between the service providers & customers, based upon common business goals & objectives.
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SMART Survey Management module allows creation, distribution & tracking of survey results to gather information of Customer Satisfaction Levels. Based on the feedback & analysis of the survey results, Service providers can continuously improve there service levels.
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SMART IT Helpdesk comes with a built in digital dashboard, which is a business management tool used to visually ascertain the status (or "health") of the IT enterprise via key business performance indicators. Our Digital dashboards provide graphical at-a-glance display of key data and allows a drill down, interaction into incidents.
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| View Dashboard and Report Data Sheet for more information. |
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Web Portal Self Service Management, allows your employees and customers to view the status of their incidents & service requests and submit new incidents/service requests over the web. This improves the overall service operations management and enhances customer service levels.
Key Features :
- 100% Web-based client contact and administration environment.
- Multiple role based portals to deliver right content to right people.
- Portal Logo Customization for Business Unit or Line of Business Branding.
- Authentication using existing Active Directory user-ids and passwords
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IIT’s SMART provides build in, ready to run, detailed and Key Performance Indicators tracking reports. The reports can easily be exported to other third party software's like Microsoft Word, Excel or Adobe.
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All SMART Products have multiple deployment options allowing you to choose a deployment option that meets your specific business needs and fits your budget.
Key Features :
- SMART OnDemand Hosted Solutions.
- SMART Application Software Only.
- Virtual Server Environment.
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| SMART IT Service Management ITIL Solution will offer you the following benefits : |
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Unified call logging and resolution mechanism for geographically diversified locations. |
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Use ITIL best practices for business service improvements. |
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Reduce costs through faster incident & service requests resolution times. |
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Build a Service Catalog with Service Levels agreed as per business needs. |
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Improve IT Staff efficiency by ensuring their optimal utilization. |
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Enhance the Business units confidence and perception of IT Organization. |
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Improve Customer Satisfaction levels by transforming IT from a fire fighting mode to a new service oriented mode. |
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| © 2008 Internet Information and Technologies Inc, Arizona, USA. |
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