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Key Notes |
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Integrated Contact and Inventory databases |
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Seamless Asset Discovery and tracking with Best of Breed solutions Centennial, LANDesk and Microsoft SMS |
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Full audit trail for all asset Moves, Acquisitions, Disposals and Changes |
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"QuickCalls" for speedy input of common problems |
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Attach files to most record types (e.g. screenshots, Technical Specifications) |
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Integrated and searchable KnowledgeBase for solution lookup |
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HTML call form for internet submissions |
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Full audit trail to track changes in call lifecycle |
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Categorise calls |
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Monitor third party and self adherence to service level agreements |
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Fully customisable look and feel |
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Automatic customer e-mail acknowledgement when calls are logged |
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Extensive management information & reporting capabilities (click here for details) |
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CALL Management |
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Log calls via windows and web interface |
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"Quick Calls" for speedy input of common problems |
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Check whether incident has already been recorded as a Known Error or Problem |
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Integrated and searchable KnowledgeBase for solution lookup |
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Integrated User and Inventory databases |
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Full audit trail of call updates |
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Categorise incidents and record related Configuration Item on each incident |
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Swiftly raise problem calls and link to original incident(s) |
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Populate and update calls automatically from incoming e-mails |
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Set Activities (sub-tasks) against calls and other records |
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Service Level Management |
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Monitor third-party Service Level performance |
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Alerts for calls exceeding set dates/service level agreements |
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Monitor self-adherence to service level agreements |
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SLAs can be assigned to end-Users, Products, Inventory, or the Incident itself |
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Independant SLA Calender for each Service Level - allowing the highest level of granularity. |
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Purchase Orders |
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Closely monitor purchase order progression and key stages through the Purchase Order Module. |
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Purchase Order Authorisation |
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Flexible shipping costs |
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Configurable taxation rules |
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Seamlessly transfer purchases to the helpdesk |
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PC Auditing & Remote Control |
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Seamless Asset Discovery and tracking with Best of Breed solutions Centennial, LANDesk and Microsoft SMS |
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Can be run automatically through network login script |
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Collect hardware & software asset details |
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Full suite of management reports and graphics |
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Monitor disk space utilisation |
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Track installed software |
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Auto-populate SupportDesk with PC inventory details |
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Take remote control of audited workstation from Helpdesk |
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Integration with Centennial Discovery software |
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Integration with LANDesk software |
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Integration with Microsoft SMS software |
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Download Evaluation |
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