Simplisys Service Desk takes customer engagement post sale to new levels, it is designed to improve service levels and reduce management costs. It is feature-rich out of the box, highly configurable and integrates seamlessly with business processes and rules to deliver significant business benefits.

The intelligent design is built around a central incident/request management system that allows a single system to be used by multiple departments, to ensure complaints, technical issues and freedom of information requests (FoIR) etc. are dealt with in a timely courteous manner. This approach reduces management, training and support costs throughout the entire organisation.

Self-service functionality and empowering first line analysts by providing relevant technical and supporting data at point of contact reduces incident management costs further by driving up the number of calls closed at first contact. Discover more about the features packed into Simplisys Customer Service Desk below

Case Management

Case Management

Centrally log, assign and track cases, manage workflows, monitor progress; produce reports and case histories.

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Quick Calls

Quick Calls

Set up templated calls to manage repeat issues; log and close calls (Incidents, Work Orders, Cases) in seconds

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Problem Management

Problem Management

Link problems, incidents and change requests, and publish known errors and workarounds to the Knowledge Base.

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Task Management

Task Management

First line support staff retain ownership of Incident, Problem or Change and monitor progress against SLA

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SLA/OLA

SLA/OLA

Easily create SLA/OLAs and link them to incidents ensuring that published SLA/OLA is maintained

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MI Reports

MI Reports

Over 86 Management Information Reports provided out of the box, designed by executive managers; built by experts

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Dynamic Dashboard

Dynamic Dashboard

Create and publish dynamic Management Information Reports in real time to global or personal dashboards

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Wallboards

Wallboards

Create and present graphics, check metrics, highlight critical data, identify issues and publish info-graphics

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Surveys

Surveys

Monitor perception of support service; enable clients to feedback on the personal aspects to the support process

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Contact Management

Contact Management

Full records of all internal employees, locations and contacts with Active Directory Synchronisation

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Client Management

Client Management

Full records of all 3rd party organisations, locations and contacts with Active Directory Synchronisation

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Dynamic Knowledge Base

Dynamic Knowledge Base

Auto-suggest articles and workarounds to customers or support staff through self-service portal at first contact

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System Administration

System Administration

Class leading TCO; sophisticated admin function enables clients to configure system to meet specific needs

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Business Rules Engine

Business Rules Engine

Simplisys Service Desk's engine room; allows users to underpin all working practices by providing automation

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Workflow

Workflow

Infinitely configurable workflows; latest drag and drop technology can underpin new or existing working practice

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Integration Services (Email, AD)

Integration Services (Email, AD)

Advanced email, Active Directory and 2 way integration with 3rd party software when database access is available

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Scheduler

Scheduler

Set up daily, weekly or monthly schedules for pre-defined routine incidents or schedule email reports to staff

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Themed Self Service

Themed Self Service

Customers can view, update and log new incidents/problems/changes and find client-specific articles and reports

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Roles and Permissions

Roles and Permissions

Control access to Enterprise records based on role and what actions can be performed based on permissions

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Integrations

Simplisys Service Desk includes an Integration Module which facilitates integration with third party applications; out of the box Simplisys integrates with various email applications including MS Exchange, Office 365, Google Mail, Web Mail and Active Directory for Single Sign On and LDAP. Simplisys Service Desk’s powerful Business Rules Engine can also trigger actions on third party software and the flexible integration modules allow integration with any third party software.

On-Site or SaaS

All Simplisys service management solutions are available as either on-premise installations or can be delivered as managed services. The majority of customers now opt for the managed service option as this has many significant benefits including:

  • Pay-as-you-use costs and licensing with far greater flexibility
  • No hardware, installation or maintenance costs
  • Automatic updates and bug fixes applied to all users at once
  • Data centre level security
  • Uses standard web browsers and internet connections

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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