Resolve IT! Helpdesk
IT & Facilities
Our Resolve It! Solution allows any size
company a cost savings approach to implement a ITIL based Service Desk implementation;
this approach will help you to adopt the right features without getting caught in budget
limitations and standards-sake ITIL implementations. Resolve It! provides you with the
necessary tools to Implement an ITIL-based Service Desk with Incident, Problem,
Configuration, Change and Release Management.
When you choose Resolve IT!, you are choosing an
adaptable and scalable software that's easy to customize for your specific needs. Features
like basic issue/call management, Knowledge Management, robust two way email
functionality, web based self-service and live-chat functionality, workflow management
(including ITSM processes) and thorough reporting offer you the flexibility you need to
manage your IT efficiently.
You'll find Resolve IT! easy to use - in fact most of
your Service Desk staff will only use one or two screens. But don't let that fool you into
thinking that you're looking at a limited application. Behind the apparent simplicity of
Resolve IT! you'll find all the features of costlier and more complicated software
packages, our software is just easier to use.
With Resolve IT! you can expect an immediate return on
investment because of the ease of installation and short learning curve. No matter how
extensive your needs, the features of Resolve IT! will really impress you.
Resolve It! Helpdesk Solution Features
Incident Routing & Tracking
Incident reporting, assignment and resolution is
extremely easy and efficient with Resolve It! Automatically assign issues to the correct
problem solver or group based on the type of problem and even the skill level
required. Ensure that issues are resolved according to Service Level specifications
by setting up automatic notification and reminders based on SLA level or priority of
problem. Automatically update clients of status which increases customer support
levels without increasing staff. Incidents will never "fall through the
Issue Generation via E-mail & Self-Service
Clients can report issues via email or the web.
Issues can be generated, updated and resolved via email. This makes Resolve It! an
extremely versatile and flexible solution. Resolve It! is also available via
the web to give analysts and clients the ability to add a new issue or search
Resolve It!'s knowledge bases for self-help. Existing clients can see the status of
existing issues instead of having to depend on the helpdesk staff for updates.
Problem, Change Request & Release
Issues and/or changes can be scheduled, prioritized
and managed more efficiently in Resolve It!. 3-tier issue categorization
capabilities help with assignment and priority of issues. This assists in tracking and
analysis of problem areas and helps identify the root cause of the problem. To
easily manage infrastructure or application changes, Step by step procedures can be
standardized with customizable templates that can even mandate management approvals.
Tasks can be preformed concurrently or the completion of one task can be required before
assignment of the next task. This will ensure changes are implemented accurately
which will help minimize impact and ensure productivity is not jeopardized.
Skill Based Assignment
Make sure the correct analyst is assigned to the issue
based on the type of issue and skill level involved to research and resolve
the problem. This saves time and limits the amount of escalation involved. It
also ensure that analysts are working on issues that match their sill level which
increases productivity and reduces and overall cost of support.
Manage your resources by setting up analysts work
schedules, vacation schedules, geographic locations, skill levels and issue capacity based
on the type and complexity of the issue. Define one or multiple holiday schedules
based on geographic regions. These parameters can be used to automatically assign
issues to an analyst with the correct skills, work capacity and availability.
Managers will find this a useful tool by always knowing the status and availability of the
helpdesk staff whether they reside in one location or multiple locations.
Service Level Agreements can be defined and
maintained in Resolve It!. SLAs can be defined at a client or Issue priority
level. Issue resolution times are calculated based on the level of service that is
automatically assigned to the issue based on the client, issue classification and
priority. Response times, resolution times, reminder alerts, issue escalation and
even automatic client updates are defined and calculated based on support hours and
holiday schedules. Analysis can be performed easily to calculate how well your help
desk is performing based on defined SLA parameters.
Know where your inventory is (hardware and software)
and how well it is performing using Resolve It!'s Asset Management
functionality. The complete life cycle of a piece of equipment can be tracked in
Resolve It!. An asset record can be associated with an issue so reporting can be
performed to analyze the cost of repairs vs replacement cost.
Billing & Costing
Define billing codes for a
client or company to calculate the cost of your problem solving activities. You can attach
one or many billing codes to a client and multiple billing codes can be used on a single
ticket if applicable.
Real Time monitoring of your helpdesk activities based
on customized parameters set by user. Can run multiple monitoring screens. This is a
separate program that can be used by managers and Resolve IT! does not have to be open to
use the Metric Monitor.