House-on-the-Hill

1.Workflow Designer.

Workflow Designer extends the SupportDesk functionality by providing a graphical interface to the management of Status codes within Service Level Management. Using drag-and-drop, a schematic can be produced to represent the workflow of the codes, or the interface may also be used to actually create the Status Workflow.

2.Automated Change Authorisation

SupportDesk 2012 allows the transmission of voting emails to parties to authorise change requests raised by end users. The status of the change request automatically progresses as a result of the votes returned from the authorising parties. The progression can lead to the change being re-assigned to other parties for the next stage of authorisation (if all votes are positive) or the change request stops on the receipt of a no-vote. ITIL extension is required for this feature.

3.Touch Functionality

SupportDesk is Mobile option, which allows access to the service desk from anywhere with a mobile device, has undergone enhancements, and now adopts Touch Style User Interface functionality. This means that SupportDesk can now be accessed by engineers working away from the office through touch screen devices via a user friendly interface.

4.Case Based Reasoning

SupportDesk 2012 supports Case Based Reasoning, the interactive display of possible solutions to incidents as the subject of the incident is typed. This is available on the Self Service Web Portal and makes use of the powerful House Forms feature. As the subject of the call is typed, matching entries from the KnowledgeBase are displayed on the screen and the user can select from the offered solutions.

5. Availability Management

Allows the maintenance of staff working hours, holidays, general availability and automatic exclusivity of staff to high priority calls whilst the call is active. Clear on-screen icons and information displayed at the time of call assignment means that the management of precious staff resource is always optimised. ITIL extension is required for this feature.