Simplisys has just released version 4.1 of its hosted Service Desk platform which includes Real-Time Activity Display, a new technology that gives users a ‘real-time’ display of incident activity allowing them to easily identify calls in need of attention.

RAD tracks updates and displays a ‘Traffic Light’ indicator to enable users to easily identify which calls have been viewed or updated recently by other technicians, as well as calls that have not been reviewed for some time. This configurable facility eliminates duplication of effort when managing call queues.

The Simplisys Service Desk list views now include the new RAD indicator which shows:

  • Green: Call has been updated recently
  • Amber: Call has been viewed recently but not updated
  • Grey: Call has been updated in the last 24 hours but not updated or viewed recently
  • Red: Call has not been updated in the last 24 hours

Product Design

The service desk design brief was to develop a product that could underpin the working practices set out in ITIL but also be quickly and easily configured to support current or new working practices using existing terminology. Our approach to implementation is to work closely with our customers, understanding requirements and reasons for change and ensuring that projects exceed expectations.

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