Help desk

• Track user queries
• Identification of service user by name of company and contact
• Typology of queries
• Suspension of a query pending an action
• Approval process
• User portal for submitting and tracking queries
• Creation and updates by e-mail
• Satisfaction surveys
• Query templates

Ticket management

• Attachment of several tickets to a master ticket
• Automatic calculation of priority according to impact and urgency
• Addition of attachments
• Identification of service and related service items
• Assignment to a team and agent
• Automatic update of dates and timers
• Automatic notification of contacts
• Action history

Incident management

• Automatic impact analysis
• Links with CIs and contacts affected
• Creation and updates by e-mail

Problem management

• Links with incidents and changes
• Database of known errors and FAQ
• Documentation of workaround
• Documentation of solution
• Links between problem and affected CIs
• Documentation of recurring incidents

Change management

• Change management with approval process and role (manager, supervisor, etc.)
• Automatic impact analysis
• Links with incidents and problems
• Links between change and affected CIs
• Documentation of implemented actions
• Documentation of recovery plan

Service catalog & SLA

• Management of service catalog and SLA
• Definition of coverage windows
• Management of client and vendor contracts
• Relationships between contracts and CIs
• Relationships between contracts and contacts
• Addition of documents