Supportworks ITSM - Comprehensive
IT Service Management
Supportworks ITSM Foundations -
Supportworks Essentials, IT Helpdesk
Product sheet (pdf)
Butler Ovum Technology Audit
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
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.
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.
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.