Simplisys Enterprise Service Desk has been designed from first principles to enable organisations to deliver a Service orientated business model across all departments; we call it Enterprise Relationship Management (ERM).  ERM extends the principles of BRM* (Business Relationship Management) to the supply chain. Simplisys Enterprise Service Desk enables all inquiries, questions, requests and complaints etc. to be answered quickly and consistently inline with corporate policy no matter whether originating by staff members or suppliers by our sophisticated routing technologies, which assigns all work to the correct team.

Moreover with Simplisys Enterprise Service Management there is no need to go with a big bang approach; start with a single department like IT or HR to get a rapid return on investment and seamlessly extend the reach across the enterprise one department at a time saving 10’s or maybe 100’s of thousands of pounds in performance gains as you go.

*BRM can be defined as the adoption of established IT frameworks like ITIL to manage inter departmental relationships and requests/work load.

 

Enterprise Service Desk (ERM)
Incident Management

Incident Management

Record incidents against SLA, take ownership, assign tasks, monitor progress and automatically update personnel.

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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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Change Management

Change Management

Real time view of change process using Advanced Graphical Workflow Management to show scheduled tasks.

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Release Management

Release Management

Plan, manage, schedule and control software update workflows, including validation, approvals and notifications

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Project Management

Project Management

Real time view of project process using Advanced Graphical Workflow Management to show scheduled tasks.

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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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Event Management

Event Management

Manage automatic status alerts from network and server monitors. Easily convert events into incidents

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Planned Maintenance

Planned Maintenance

Schedule recurring planned maintenance works - created automatically and routed to specific team or contractors

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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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Contract Management

Contract Management

Easily set up and manage complex Service Level Agreements for each client in multiple time zones

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CMDB – Configuration Items

CMDB – Configuration Items

Maintain a list of configuration items under management and link to services

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CMDB Services

CMDB Services

Catalogue all services and link them to configuration items. Enable end users to log requests for services.

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Asset Manager / Discovery

Asset Manager / Discovery

Auto-discovery and continuous audit of network attached assets allows impact assessment of incidents and changes

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Remote Control

Remote Control

Take control of your end user’s PC for remote issue resolution or solution demonstration, saving time and costs.

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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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Gamification

Gamification

Raise performance, constructive competitiveness and staff morale with the auto-managed Simplisys Game of Spells

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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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Bespoke Report Builder

Bespoke Report Builder

Over 86 Management Information Reports out of the box; access database to create bespoke reports as necessary

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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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