AstroSoft of HelpDesk

AstroSoft of HelpDesk is automation of customer support department and management of services

• hands-off processing of requests for technical support
• flexible system of routing
• creation of the uniform Knowledge base
• easy Web interface
• scalable system architecture
• integration with MS MOM monitoring system
• integration with a subsystem of inventory of MS of the SMS of 2003
• the open interface Web services for integration with external systems

AstroSoft HelpDesk exists in the market more than 7 years and solves problems of effective management of resources of dispatching offices and operational services. For years of presence in the market the product is successfully implemented and continues is implemented in commercial banks, at the energy industry enterprises, retail networks, manufacturing enterprises, telecommunication companies, holding structures, insurance companies and public institutions.

Ideology of development of the software product a basis on close interaction with our clients, accounting of their wishes, trends of the market and the recommendations of ITIL. Based on extensive experience of operation and implementation, we developed and successfully we apply an implementation methodology which allows our customers to reduce significantly an implementation time and to receive maximum efficiency from AstroSoft HelpDesk use.

One of the reasons of the choice by customers of our product - flexibility. We do not force to change business processes, we deliver the product capable to automate any existing process and which is easily adapted to the changes happening at the enterprise.

Our product was the first serious Russian system of the class HelpDesk, and we are ready to offer the accumulated experience and knowledge for increase in efficiency of your business.

Main Advantages

The CLIENT WEB INTERFACE - all work with a product is performed using Web of the browser that significantly reduces total ownership cost a system. When developing the interface AJAX technologies are used that allows to optimize loading of communication channels and to use it both Intranet, and Extranet the solution.

The INSTRUMENT of ADMINISTRATION - use of the separate administrative utility provides the most convenient access to all functional settings of a system. Management of business logic and parameters of a system is executed by means of convenient forms and masters.

The BUILT-IN KNOWLEDGE BASE - employees of technical support and users of services have an opportunity to address a structured storage of knowledge of the enterprise. The system interface provides search of necessary information as on attributes (service, a problem, etc.), and to the text of articles. The access level to articles is defined by the user's rights (his role, the current SLA). Flexible and at the same time simple mechanism of the publication of articles facilitates filling of the knowledge base.

WORKFLOW ENGINE - in the 2006th year the AstroSoft company released the next version of the platform of AS Workflow and the product AstroSoft HelpDesk on its basis. Thanks to new opportunities of the platform, our product supports mechanisms of agreements on the service level (SLA), parallelization of processes, provides flexible and simple task allocation both between processes, and on the line (stage) of already performed process. The Workflow engine platform is used not only in the product AstroSoft HelpDesk, but also for implementation of custom projects (document management, supply management and purchases).

INTEGRATION INTO APPLICATIONS - in a product the interface of integration into external applications is implemented. The AstroSoft company offers ready integration tools with Microsoft Operation manager, Microsoft System Management Server and "AstroSoft: Business file. Equipment".

DEEP Active Directory integration - the product is most deeply integrated with the Active Directory that allows to manage all its logic by administration of AD.

STANDARD PLATFORMS - the product is implemented on platforms of Microsoft and does not require attraction for deployment and administration of specialists with exotic skills.

SUPPORT of the PRODUCER - AstroSoft company offers the customers service packages on maintenance of a product, beginning from methodical and technical consultation and up to complete outsourcing of all works.

IMPLEMENTATION - for years of existence of a product in the market our product is implemented and is successfully operated in a set of the companies from TOP of the 100th Russian economy. The accumulated experience allows our specialists quickly and to effectively execute implementation projects as at the enterprises with already created services and processes, and from a "zero" cycle.

Implementation of a product is complete in 2011.