Additional Information
Related documents
Brochure (pdf)
Supportworks ITSM - Comprehensive IT Service
Management
Brochure
(pdf)
Supportworks ITSM Foundations - 'Bite-Size' ITIL
Success stories
Related news
Brochure (pdf)
Product sheet (pdf)
Product Review
(pdf)'Bite-Size' ITIL Software
Supportworks ITSM Foundations provides the basis for easy adoption of the most common ITIL processes without the complexity of a full-scale service management implementation.
Supportworks ITSM Foundations is easy to deploy--in days, not weeks--and is built on the same Supportworks ESP platform as our fully ITIL-compatible IT Service Desk software, Supportworks ITSM.
The Supportworks 'Human Touch' offers greater understanding of customers and in return provides higher visibility of the Service Desk. Relevant personal details are brought to the forefront of an Incident record including satisfaction ratings, photos, and asset ownership. Along with the visibility of existing requests, customers can submit their satisfaction for each raised incident through the Supportworks Self Service portal.
Supportworks ITSM Foundations Features
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Core set of ITIL processes - Incident,
Problem, Change, and Service Level Management - without
the complexity of a full Service Management solution.
Support for external (B2B) customers. Multiple
organisations can be added to Supportworks, each with their
associated customers, assets, and contracts, with no customization
required.
Multiple Support Contracts can be defined for
each supported organisation. Each contract can be associated to
individual assets with SLA assignments, expiry dates, and
notifications on pending expirations.
'Human Touch' features provide service desk with
a better understanding of their customers.
Fully-automated call management, prioritization,
ownership and audit trail.
Fully-customisable IT Asset management.
Web SelfService for customers.
Fully-automated email integration with shared
mailbox support.
Resource scheduling and calendaring are
standard.
KnowledgeBase for common problems and
solutions.
Guided decision-tree operator scripts.
Full rights management to control the access and
use of the solution by technicians and customers.
Comprehensive, wizard-driven business reporting
environment with graphics and real-time report options.
Fast and easy to install, configure and deploy in
days, not weeks.
Fully-customisable table schema and user
interface.
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ITIL service desk software - screenshots
The image gallery below shows how Supportworks ITSM Foundations presents an easily accessible, non-technical interface to support desk analysts and business users alike.
Click on them to see full-size view.
Business Benefits
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Streamline and automate your customer service
requests.
Improve customer satisfaction.
Increase the productivity of your IT support
staff.
Lower the cost of your IT support service.
Reduce technician training time with a familiar
look and feel.
Easily integrate, out of the box, with many
common Network and Desktop management solutions.
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