Enterprise Edition

The flag ship of the range.

For organisations with a mature understanding of their ITIL aligned working practices wishing to adopt a system that will underline working practices, be easy to use and quick to adopt with point and click, script less configuration.

Enterprise edition includes Problem and Change management as separate entities and the ability to create Workflows in a visio type interface using drag and drop functionality.

All editions include a feature rich automation tool called “ Business Rules Engine” to help Admins to create and adopt auto escalation, routing and notifications.

 

Function Available Function Available
Aligned to ITIL best practise and principles Yes Configuration Management Database (CMDB) Yes
Available as a Hosted Service Yes Assets Yes
Available to be Locally Installed Yes Related Assets Yes
SQL Yes Critical Assets Yes
Browser Support – IE, Edge Yes Services Yes
Browser Support – Chrome, Safari, FirefoNo, Opera Yes Related Services Yes
Data Base Search Yes Critical Service Yes
Administration Function Yes Integrated Email Support Yes
Asset Discovery Yes Quick emails Yes
Custom Fields Yes Attach Knowledge Articles to outgoing emails Yes
Roles and Permissions Yes Email Templates Yes
Dashboard Yes Global Email Announcements Yes
Interactive Dashboard Yes Knowledge Base Yes
Configurable Dashboard Yes Prompted Articles when logging call Yes
Personal Dashboard Yes Prompted Articles scored for relevance Yes
Combined Hotlist Yes Configurable Customer Self Service Portal Yes
Multiple Dashboards Yes Prompted Self Help Yes
Wallboards Yes Mobile Computing Yes
Incident Management Yes PDA Support > 5” screen Yes
Quick Call Templates Yes iPad Support Yes
Attach Knowledge Articles to Quick Calls Yes Reports Yes
Major Incidents Yes Reporting Services Yes
Link Child Incidents to Incidents Yes Custom Report Building Yes
Graphical Workflows in Incidents Yes Publish Report to Dashboard Yes
Watch Feature (Working On) Yes Scheduled Reports Yes
Split Incident Feature Yes Client Management Support (Multiple SLA’s and Reports) Yes
Assign Tasks while retaining Ownership Yes VIP Clients Yes
Schedule Tasks Yes VIP Callers Yes
Problem Management Yes VIP Location Yes
Major Problem Yes Related Manager Yes
Link Problem to Incident and or Change Yes Customer Satisfaction Surveys Yes
Graphical Workflows in Problems Yes Self Service Portal Yes
Watch Feature Yes Custom Look and Feel Yes
Hotlist Yes Multiple Themes (Client Look and Feel) Yes
Assign Tasks while retaining Ownership Yes Self Service Dashboard Yes
Schedule Tasks Yes Multiple Landing Pages per Client (Theme) Yes
Change Management Yes Dynamic Knowledge (Self Help) Yes
Major Change Yes Roles and Permissions Yes
Link Change to Incident and of Problem Yes Add, Update, View Incidents Yes
Assign Tasks while retaining Ownership Yes Add, Update, View Changes Yes
Graphical Workflows Yes SSP Single Sign On (SSO) Yes
Watch feature Yes Integration Services Yes
Hotlist Yes SCCM Yes
Schedule Tasks Yes Active Directory Yes
Service Level Management Yes Email Yes
Business Rules (incident automation tool) Yes

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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