Web based help desk solutions

 IT Support software for enhanced Service Management

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Help desk software

sitehelpdesk-IT is available as an upgrade from sitehelpdesk and integrates with the SLA, Email and Inventory monitors

Click a software product name below for more information:


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email to ticket system


Service Level Management


WMImonitor


 

 

 

 

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product box shotIT support software specifically designed for internal IT Service Management. Includes all the features of sitehelpdesk plus the practical application of the ITIL service management recommendations.

Feature summary:

  • Comprehensive registration and maintenance facilities for all the IT services, infrastructure, systems, software, equipment, and their users in your organisation
  • Integrated record keeping with Service, Incident, Change, Release, Financial, Problem and Configuration management backed up with audit tracking, service level and process control to help you achieve ITIL (IT Infrastructure Library) and BS15000 requirements. 
  • Unique business continuity features that conform to the disaster recovery record keeping requirements of  ISO 17799.
  • Integrates with WMImonitor for web browser based Hardware and Software Inventory auditing and physical configuration change control.  Monitoring of service update sand system events.
  • Alternatively Integrates with Microsoft System Management Server (SMS), System Centre Configuration Manager (SCCM2007), Centennial Discovery or Visionsoft Visual Audit Pro (Versions 2,3 and 4).

sitehelpdesk-IT is designed for an internal support service. If you want to apply the same ITIL disciplines to external customer service and support then take a look at the sitewebdesk helpdesk software - Click here for customer support solutions.

Help Desk Features for IT Support

sitehelpdesk-IT takes IT Service Management Software beyond ITIL and puts it into the real world.

  • Complete inventory life cycle record keeping.
  • Maintain HW/SW purchase records and warranties.
  • Direct access to CMDB hardware records during call resolution for enquiry, re-allocate, re-locate or issue third party support requests.
  • Full Audit trail of changes made to Call, Change, Release and inventory records
  • Comprehensive search, sort and reporting on hardware information.
  • Track loans and issues from Stock for hardware,  spares, consumables, manuals etc.
  • Physical audits of inventory using integrated bar code scanning.
  • Roaming access via PDA / Handheld devices / Blackberry.

Network Infrastructure Record Keeping

The holding of Inventory and network infrastructure registers such as IP addresses and floor port patching in a central IT application ensures that there is a single point of reference and that they are continually kept up to date.

Comprehensive record keeping is not only useful for day to day service management but critical for a full recovery from a disaster.

Disaster Recovery Record Keeping

System process documentation and records derived on the fly usually occur after services, system or network outages and after disasters strike. This is too late for a business that is serious about ensuring continuity of it's services.

  • Maintain Server recovery, responsibility, priority and  dependencies.
  • Hold Key internal DR contact records and  external service companies and their contacts such as 3rd party DR support, utilities,  PC hire firms etc
  • Produce an  up to date Business Continuity - Disaster Recovery  pack including Network Management records, Insurance Valuations, Service and Maintenance Schedules.

 

User Call Logging and Self Help Video:

Now you have seen the highlights - click here to download a free trial sitehelpdesk-IT.

 

Further IT Resources

Feature Comparisons

IT Service Management and ITIL

Information Security Management and Disaster Recovery

PDA and Scanning Devices

System Requirements

Click a screen image below for more detail.

Service Management
      Call Management     

Inventory Management
 Inventory Management 

Disaster Recovery
        Disaster Recovery  

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