Enterprise Service Desk (ERM) from Simplisys

Benefits

• Log issues with Rapid Logging Feature - sub 3.5 seconds.
• Increase customer satisfaction with incidents dealt with in a timely manner in line with agreed service levels.
• Improve communication with customers by keeping them up to date on the status of their incident.
• Retain Ownership - Never loose track of incidents.
• Close more incidents at first contact freeing up support staff to deal with other issues.

Incident Management (List View) screen example:

Incident Management (Detail) screen example:

Add New Incident screen example:

Benefits

• Maintain accurate history of Cases by Unique Identifier.
• Follow Corporate Policy to ensure consistent responses.
• Manage Response and Resolution Times based on Policy.
• Track Cases that are high profile.
• Create standard response email templates.

Case Management (Detail) example screen:

Benefits

• Quickly create Call Templates with link to Config Items.
• Schedule Quick Calls for Housekeeping Tasks i.e. Check Back-ups or Site Visits.
• Pre-populate Add New Screen with Template when Selected.

Quick Calls Incident List screen example:

Quick Calls (Creating an Incident from a Quick Call) screen example:

Benefits

• Enable 2nd Line to Manage Problems and Publish Known Errors.
• Work Collaboratively as a Team - Known Errors Dynamically Presented as 'Knowledge' to Front Line.
• Be Pro-active Instead of Re-active.
• Increase Service Performance with Tried and Tested Workarounds.
• Prevent Repeat Problems being sent to 2nd Line.

Problem Management screen example:

Publish Workaround in Real Time:

Benefits

• Follow company Change Management process easily prior to adoption of Change.
• Use pre-designed Workflows to follow decision making, processes and procedure.
• Link Change Request to Incidents, Problems, CI's etc.

Change Management (Detail) screen example:

Change Management (Assessment) screen example:

Change Management (Workflow) screen example:

Benefits

• Easily oversee the integration and flow of development, testing, deployment, and support
• Activities are assigned to defined groups and stage outputs approved
• Authorisation stages ensure control and quality are maintained

Release Management screen example:

Release Management screen example:

Benefits

• Management of planned and live projects.
• Easily view planned implementation dates.
• Manage project stages by workflow.
• Assess planned project costs prior to approval.

Project Management screen example:

Benefits

• Retain ownership and assigned Tasks, internal and external.
• Don’t ‘loose’ incidents with task management – make sure each case is dealt with professionally and promptly
• Monitor OLA performance of First, Second and Third Line Analysts
• Customer feels valued

Task Management screen example: 

Task Management (3rd Party) screen example:

Task Management (Internal Tasks) screen example:

Benefits

• Route system alerts to specialist teams for monitoring.
• Don’t clog work load with insignificant alerts.
• Easily escalate major events by Business Rules.

Event Management (List View) screen example:

Event Management (Detail View) screen example:

Benefits

• Enable Contractor access to see only work assigned to them.
• Create quick work orders and link to assets and schedule.
• Easily view and manage planned work.
• Easily modify schedule as required. All works associated with schedule changes in one action.

Planned Maintenance screen example:

Benefits

• Prioritise all Issues and be alerted to progress thresholds.
• Create multiple escalation points.
• Easily manage client-specific, department-specific or corporate-wide SLAs.
• Monitor and manage teams’ performance (KPIs) with OLAs.
• Ensure commitments are met.
• OOTB and Custom Reporting.

SLA/OLA (Priority List View) screen example:

SLA/OLA (Priority Details) screen example:

SLA/OLA (Operating Hours) screen example:

Benefits

• Client specific SLAs ensure contract commitments are maintained.
• First Response Targets ensure incidents are followed up.
• Operational Level Agreements ensure the support team work together to deliver the services in-line with contractual agreements.

Contract Management screen example:

Benefits

• Easily view how many live or historical Incidents are related to Configuration Items
• Create unlimited Config types i.e. Contracts, Cars, PC’s etc.
• Easily view related Items
• Create Asset Base Lines
• Installation Movements and Changes reports comparing Base Lines.
• Asset Depreciation reports over time - establish estate value 6 months ago in seconds.

Configuration Items (ITSM) screen example:

Benefits

• Create a Service Catalogue.
• Link Services to Configuration Items (CI's).
• Log Calls in the SSP (Self Service Portal) by Service and route accordingly to the correct team.
• Easily report on the incidents/requests per Service
• Identify related issues per Service.
• View impact on assets and record Service downtime.

Configuration Management (ITSM) screen example:

Benefits

• Discover all assets on your network.
• Manage software licenses and contracts.
• Monitor installations, movements and changes since last scan.

Asset Manager (List View) screen example:

Asset Manager (Detail View) screen example:

Benefits

• Take control of remote PC’s, laptops, servers to quickly diagnose faults.
• Any place, anywhere, anytime - take control of any machine with internet access quickly.
• Drag and drop file transfers across the internet for patch fixes etc.

Remote Control - screen example:

Benefits

• Over 100 Standard Reports - save to Favorites.
• Sort reports by categories for quick recovery.
• Schedule reports to be emailed to both system users and non-service desk staff.
• Sophisticated trending and audit reports as standard.
• Output data in almost any format including XLS as standard.
• Online and Off line reports.

Search Reports Schedule and Add to Favorites

Over 100 Standard Reports 'Out-of-the-box" screen example:

Management Information Reporting example screen:

Real Time Reporting example screen:

Benefits

• Encourage competition with ‘Game of Spells’ out of the box.
• Easily judge performance based on set criteria that can be changed to suit your business.
• No management overhead to run the game.
• Bespoke games can be easily devised to suit specific needs.

Gamification - Game of Spells score screen example:

Benefits

• Personal dashboard views keep users updated of changes in the system.
• Interactive dashboards enable drill down to detailed views.
• Management dashboards provide real time overview of the support service.
• 8 standard Dashboard to choose from based on Role including Industry Metrics and Asset/Service Explorer.
• Multiple dashboards can be configured based on role.

Interactive Dashboard screen example:

Managers Dashboard screen example:

Assets Explorer screen example:

Industry Metrics (SDI) screen example:

Benefits

• Display an overview of the support service on a large screen in the office.
• Choose from one of many standard reports or create your own to be displayed.

Wallboards screen example:

Benefits

• Easily create survey templates that can be re-used i.e satisfaction, projects.
• Send Surveys post Incident or to user groups post project.
• Link templates to surveys and view standard reports of survey-specific results.
• Drill into results for detailed view of answers.
• Push surveys out to individuals or groups i.e clients as required for instant feedback.
• Create complex or simple surveys to suit requirements.

Surveys (Template) screen example:

Surveys (Creation) screen example:

Surveys (being completed) screen example: 

Benefits

• Create custom Reports with OOTB templates - Drag and Drop from Views.
• Sophisticated data structure facilitates audit and trend reports.
• Link tables to create advanced reports i.e custom fields.
• Wizard driven reports or advanced SQL queries.
• Save as own and schedule for regular updates.

Bespoke Report Builder Add New for available Template selections screen example:

Bespoke Report Builder Template screen example:

Bespoke Report Builder (Dataset) Drag and Drop screen example:

Bespoke Report Builder (Chart Wizard) screen example:

Bespoke Report Builder (Calculated Fields) screen example:

Benefits

• Keep up to date records of all internal personnel.
• Build a good employee data base.
• Have all contact details readily available to enable finding colleagues quickly.
• Add new contacts on the fly.
• Integrate with Active Directory or other HR system.

Contact Management example screen:

Benefits

• Manage a list of all end users (customers) by integration with third party applications like CRM.
• Manage client-specific service levels.
• Spot any further sales opportunities with current customers.
• Manage multiple data sources in one application.
• Have all contacts details ready available to enable finding callers quickly.
• Add new callers on the fly.

Client Management example screen:

Benefits

• Articles and Problems in the “Known Error” dynamically present when call logging to facilitate higher close rates at first contact.
• Use the dynamic knowledge to close the call and send article out by email in one action
• Extend dynamic knowledge management to self-service portal.
• Further restrict articles that are displayed dynamically and allow user to close call in self-service by using an article.
• Call statistics maintained even when no interaction with the client.

Dynamic Knowledge Base (List view) example screen:

Dynamic Knowledge Detail View example screen:

Dynamic Knowledge Editor example screen:

Dynamic Knowledge Known Error example screen:

Benefits

• Configuration not customisation means needs are met yet upgrades do not impact system configuration.
• Quick and easy system set up without the need for extended training courses.
• No need to learn bespoke scripting language due to intuitive drag and drop, point and click technology.
• Drag and Drop, Point and Click and Boolean Logic make for easy configuration.

System Administration example screen:

System Administration Workflow Templates example screen:

System Administration Email Templates example screen:

System Administration Category Management example screen:

Benefits

• “Intuitive by design” there is no need to learn scripting language to set up new business rules.
• Limited by users own imagination – Simply Smart.
• Boolean logic ensures administrators can create rules easily.
• Ensure key stake holders are alerted to specific events.
• Automatically re-assign or change the status based on events.

Business Rules Engine (Properties) screen example:

 Business Rules Engine (Conditions) screen example:

 Business Rules Engine (Filters) screen example:

 Business Rules Engine (Actions) screen example:

Benefits

• Familiar Visio like look and feel.
• Ensure working practices are adopted and followed.
• Quick graphical view of the process is in real time - identify bottlenecks.
• Restrict who can edit or create workflows based on role.

Workflow screen example:

Benefits

• Manage multiple data sources i.e.  Active Directory, HR System , SCCM or CRM etc.
• Automate power shell scripts to run in the local network e.g. password resets.
• Discover local network assets and populate the CMDB (Configuration Management Data Base)

Integration Services screen example:

Benefits

• Easy creation of schedules for Incidents and or Reports.
• Routine incident schedules could include housekeeping or planned maintenance tasks.
• View when schedule will next run and linked objects.
• Determine preferred output for Reports i.e. PDF, XLS etc.

Scheduler screen example :

Benefits

• MSP (multiple branded portals to reflect you clients look and feel)
• Central IT service create branded portals for each Business Unit.
• Publish Service Catalogue.
• Publish Alerts and Notices
• Publish Client Specific reports to the Clients Home page.

Self-Service Portal screen example:

Create multi-themed Self-Service screen example:

Benefits

• Embrace Enterprise Service Management with Roles and Permissions
• Auto assign issues to the relevant department/team.
• Control access to sensitive records e.g. HR issues.
• Enable third party (contractors) access to the system and restrict what they can see and do.
• Flexible concurrent licensing enables infrequent users to authorise changes.

Roles and Permissions screen example: