BMS Service Desk

Using BMS Service Desk perhaps effectively to manage work of customer support department, to organize incident management and customer appeals, to keep full account of the equipment and the software, to create the directory of services and agreements.

Available

• The automated request processing on technical support
• Existence of the flexible tool for setup of business processes
• The uniform Knowledge base, with a possibility of expansion is created
• Easy Web interface
• Scalable system architecture

BMS Service Desk provides

1. A uniform contact point to a support service. The mechanism, convenient and clear for clients, will allow to solve their problems more quickly.

2. Standard method of registration and issue of tasks to specialists.

3. Control over the sequence of the performed works, the spent time and resources.

4. Purpose of priorities to requests depending on type of a request, the specific client or other circumstances.

5. The storage of the knowledge base on last requests allowing specialists to solve quickly the problems similar to those that already arose.

Service Desk tasks

• Acceptance, registration of addresses of users of a system.
• Identification and processing of incidents and service requests.
• Tracking of a status of an incident at all stages of its processing.
• Mailing of notifications to users about change of statuses of incidents in a system.
• The automated making decision on the choice and appointment of the contractor (routing of requests).
• Transfer of incidents between support lines.
• Automatic calculation of deadlines of execution.
• Control of terms of the solution of incidents.
• Notification of participants of process on course of execution of requests.
• Support of collective work of contractors on requests.
• Representation of incidents according to classification by types of problems and types of services.
• Management of lifecycle of an incident.
• Informing users on a current status of addresses.
• Scheduling of incidents to specialists of higher qualification
• Informing users on carrying out planned works, changes, etc.
• Reporting on performance of work with incidents.
• Support and maintaining the knowledge base of standard solutions on elimination of problems.
• Storage of a change history of the request (date, time and author and so forth).
• Accounting and classification of configuration units, maintaining CMDB;
• Typification of KE (hardware, software, server equipment, etc.);
• Setup of communications between configuration units;
• Existence of the configured reference book of current statuses of configuration unit;
• Storage of a complete change history of each configuration unit;
• Possibility of a binding of KE to the user to whom KE is put into operation;
• Possibility of the instruction in the KE card of the employee of IT who answers for service of this KE;
• Maintaining hierarchical reference book of services (services) company (directory of services);
• Separation of services (typification) on functional features;
• Communication of service with one or several agreements;
• Communication of services with configuration units
• Communication of services with users and incidents;
• An opportunity to appoint responsible for service
• Control of respect for required quality of providing service;
• Maintaining reference books of agreements (SLA)
• Determination in each agreement of parameters of rendering and support of services, durations of the agreement;
• Communication of agreements with receivers and suppliers of services, configuration units;
• Notifications on agreement breach on the level of service, the configured escalation

Main Advantages

• availability of information on an incident to all personnel of a support service;
• reduction of the period of service of an incident;
• advanced procedures of tracking, escalation and working off of incidents;
• better information is available online, including:
• known errors, solutions and stories of requests;
• external data sources.
• management information is more available and exact;
• losses, "forgetfulness" and duplication of information are eliminated;
• high-quality use of skilled staff;
• simplification of the solution of cumulative tasks and calculations.

BMS Service Desk is a software package for effective support of service of IT infrastructure

• Management of the organizations
• Management of users
• Incident management
• Problem management
• Configuration management
• Layer management of service
• Management of notifications