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| Service Request Management |
SMART Service request management solution handles service requests by self service and with automated workflow solution that can cost-effectively reduce the number of service requests handled, improve resolution times and enhance support staff efficiency. Being part of an integrated SMART Service Management ITIL Solution suite, SMART Service request management system paves the way for Business Service Management (BSM). A real-time, dashboard capability is built-in to the product with a drill down capability.
SMART Service Catalog allows definitions of standard repeatable service requests, which can be used by customers to get delivery of Service Requests, as early as possible, as agreed in the Service Level Agreements.
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| SMART Business Service Request Management module, allows recording of all service request, with classification and automatic routing to the appropriate specialist or associate. SMART Service Request Management Solutions allows self service, knowledge base integration, publishing FAQ's, and escalation of service requests either prior to or upon breach of the set target response and resolution times |
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Service Request Management, allows employees 24/7 access for processing service requests from Internal & External customers with an agreed approval and qualification process. |
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| Supporting Module List & Product Features: |
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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. |
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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