Bpm'online Service Desk

Bpm'online Service Desk is the web solution for automation of work of service department according to the recommendations of ITIL. Contains tool kit for the organization of service processes. Also the product provides options of deployment both in a cloud (On-Demand), and on a customer site (On-Site).

Reference processes

Use reference incident management processes and Knowledge managements which completely correspond to the best world practices and the recommendations of ITIL library. Ready procedures and settings of processes will help you to automate work of customer service and as fast as possible to bring a system into operation.

Uniform contact point

Provide to users different interfaces for the appeal to customer service: use contact center, a corporate portal, social networks and email for these purposes.

Create a common information space which will allow users and employees to keep track of the status of addresses, to communicate in real time and to give a feedback on quality of the provided services. Consolidate all communication channels to build transparent process of work of customer service.

Management of the directory of services

Simplify procedures of management of the directory of services. Determine all parameters of the offered services, including providing terms what packets and in what service agreements include services, the list of responsible engineers. Use mechanisms of monitoring of the provided level of service.

Layer management of service

Manage the agreements signed with users of your services (SLA), agreements with external suppliers of services (UC) and also internal service agreements (OLA). Organize a binding of maintenance entities to service agreements, use procedures of prolongation and accounting of labor costs for each agreement.

Incidents and service requests

Automate processing procedures of standard addresses, including automatic registration of an incident or service request by the entering e-mail to the message, classification, routing and escalation. Flexibly manage priorities on the basis of urgency and importance of requests.

You keep process of the solution under control, select the best skill-group for working off of an incident, automatically calculate the planned terms of reaction and permission according to SLA.

Trace the history of the performed works and analyze labor costs by different types of incidents and service requests. Use information on the configuration units connected with an incident, releases and client quality evaluation of service for complex assessment of actions of employees. Use the built-in template for feedback from the user concerning quality of the provided services.

Configuration management

You store in a system detailed information on all configuration units, including the equipment, the software, communication networks, POS terminals.

Fix logical and physical relationships between them. Use the built-in mechanisms of flexible management by passports of units of service for management of their models and technical characteristics.

Consider extent of influence of configuration units on provided services or services.

Automate identification procedures, registration and removals from accounting. Monitor the made changes and a status of each configuration unit.

Asset management

Use control functions by purchases and warehouses for convenient planning and accounting of assets of the organization. Configure a full stroke of asset management: from placement of the purchasing request before goods receipt and issue to his end user.

Problem management

Organize accounting of the known errors in the equipment or software solutions, provide versions of bypass solutions of incidents and automatically notify initiators of addresses after the problem resolution. Apply two management models problems: pro-active at which the problem can automatically come to light on certain signs; and reactive, for example, at registration of a problem by the service engineer.

Analyzing a problem, consider communication with configuration units, services and a story about lifecycle. The complex analysis will help to detect bottlenecks in infrastructure and to prevent emergence of both new, and repeated incidents.

Change management

Configure processes of accomplishment of standard changes and organize the action plan for the emergency events. Reduce time for planning and development of changes, having automated both top level process, and its subprocesses, including, for example, procedures of vising and convocation of committee on changes.

Use mechanisms of planning, implementation, testing, implementation, return to an initial status and estimates of effect on the existing infrastructure.

Management of releases

Plan works on creation of new versions of configurations on the basis of the list of change requests — thus, the release will include the most important completions and corrections. Consider when planning a labor cost on development of new release and its deployment.

Control work at all stages and analyze results of implementation.

Information management about users of services

You store all information on users of services of customer service and flexibly configure an organization structure of the enterprise. Organize quick access to the history of service, requests in customer service, to service contracts, level of the provided services.

Conduct base of solution providers. Fix rules of interaction: contracts, regulations of transfer of addresses, settlement.

Use the built-in instruments of import of data from MS Excel, synchronization with Google Contacts, integration with social networks Facebook, LinkedIn and Twitter.

Supplier information management

Manage uniform base of suppliers with a binding to the history of interaction, including the signed contracts, the purchased services and goods, schemes of settlement. Use functions of ranging and the choice of the most optimal partners for relationship.

Management of working time of service engineers

Manage working time of specialists of customer service, plan scheduled works and control accomplishment of dresses — all in the single interface.

Estimate the current level of load of employees, control quality of the carried-out tasks and estimate labor costs by different objects. Use funds of synchronization of tasks from Outlook and Google.

Results and analytics

Use a panel of results "The head's monitor" to display the most important and useful information on one screen. Having configured structure of the section according to your individual requirements, key indicators of department will be always at you in the public eye.

Integration with monitoring systems

Use integration connectors to popular monitoring systems of Zabbix and Microsoft System Center Operations Manager. Trace "health" of services, configure automatic registration of the incidents generated by the different equipment and the software. Use the mechanism of flexible and simple configuration of rules and triggers of monitoring of events and also means of collecting statistics about availability of services.

Basic processes of ITIL for work of customer service

• Incident management
• Management of requests
• Knowledge management
• Management of service contracts
• Configuration management
• Directory of services
• Integration with LDAP
• Support of domain authorization
• Mobile application for service engineers
• Problem management
• Change management
• Management of releases
• Asset management
• Vendor management
• MS SCOM
• Zabbix

2014

Tools for the organization of the centers of user support of services

In the summer of 2014 a system was complemented with a number of tools for the organization of the professional centers of user support of services.

Reference processes

Reference incident management processes and knowledge managements which contain the best experience of the organization of operational processes of service are added to upgraded version of a system and completely correspond to the recommendations of ITIL library. Processes are filled with all key procedures and settings that gives the chance as fast as possible to bring a system into operation and to solve problems of customer service with the minimum customization, irrespective of scales, specifics of work and a field of activity of the organization.

Asset management

In upgraded version of a product control functions purchases and warehouses for convenient planning and accounting of assets of customer service are expanded. Bpm'online Service Desk allows to configure a full stroke of asset management in a single system: from placement of the purchasing request before goods receipt and issue to his end user. Information on movement of the equipment between warehouses, its issue in operation, transfer to lease, write-off and other procedures and also acts and warehouse documents are fixed and stored in a system that allows to trace and control easily both batches, and separate configuration units.

Vendor relationship management

In Bpm'online Service Desk the possibility of maintaining an expanded product catalog with a binding to suppliers, their price policy and delivery dates is implemented. Integrating functions of ranging of suppliers, control of relevance of conditions of relationship with them, the maintaining flowing, planned and complete purchases, a system allows to identify the most optimal partners and to calculate forecast delivery dates on the basis of the previous purchases.

Additional tools of the organization of layer management of service

For optimization of work of the customer services rendering services to clients in different time zones the functionality of calendars is added. Use of the tool provides the continuity of processes and services and also correctness of calculation of temporary parameters of service and planned date of closing of an incident according to SLA taking into account the individual calendar of service.

Opportunities for work with e-mail are expanded

Instruments of notification

In the spring of 2014 in BPMonline Service Desk opportunities for work with e-mail, including mechanisms of flexibly configured notifications and automatic registration of addresses on the entering e-mail messages considerably extended. The designer of templates of letters gives the chance to easily create messages using macroes, using information which is stored in different sections of a system. Also the special template of feedback and automatic clamping of satisfaction of the applicant are added to the box version of a product.

Configuration management

The mechanism of convenient management of passports and models of configuration units is added. Thanks to these tools service engineers can flexibly configure electronic prototypes of configuration elements, including the different equipment, network elements and copies of the software, to keep account of technical characteristics.

Instruments of monitoring

BPMonline Service Desk switches on ready connectors to monitoring systems of Zabbix and Microsoft System Center Operations Manager. Features for tracking of "health" of services, automatic registration of the incidents generated by infrastructure components are added. Thanks to a user-friendly interface system engineers will be able flexibly to configure rules and triggers of monitoring of events and also to receive statistics about availability of services. Interaction with LDAP and analytics

Possibilities of interaction of a system with the LDAP directory are expanded: import of information on users, data exchange, flexibly configured rules of synchronization. The universal mechanism of domain authorization is provided, support of simultaneous operation with several domains is implemented. The preconfigured results in the form of the monitor of the head and the monitor of the employee of service department will allow to control efficiency of customer service.