Keeping a complex office facility or factory functioning efficiently often comes down to how reliably the small issues that occur daily are handled. A blown bulb in a meeting room, a broken window that presents a security risk, a leaking pipe – each needs to be attended to but in a large office they are easily overlooked. That’s where Simplisys service management software comes into its own.

Incidents are logged, assigned to the appropriate workflow or individual for attention, scheduled and completed with full monitoring during the process and reporting afterwards. And planned maintenance tasks are managed into the workflow ensuring that proactive facilities management programmes are implemented.

Simplisys Service Management software is rich in standard features, highly configurable and fast to implement across multiple departments so implementation costs are low and return on investment is rapid.

Facilities Management
Facilities Incident Management

Facilities Incident Management

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

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Facilities Quick Calls

Facilities Quick Calls

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

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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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Planned Maintenance

Planned Maintenance

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

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Service Level Agreements

Service Level Agreements

Easily create SLA/OLAs and link them to work orders 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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Asset Database

Asset Database

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

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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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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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