So what is a Pop-up service desk?

Pop-up service management is a new concept that enables organisations and Government departments that are forced to adopt rapid change to working practices and or adopt new software applications to manage Transition.

The service desk is quickly and easily configured to meet exact requirements and can be live in hours. It is logical and easy to use facilitating quick adoption by the users with minimal training. Moreover variable contracts mean that the service desk can be retired as quick as it was initiated once the issues related to the  transition have subsided and available via G Cloud digital market place.

Features include:

  • Incident/Application Support
  • Crisis Management
  • Problem Management
  • Task Management
  • Escalation Rules
  • Service Level Agreements
  • Management Information Reports
  • Third party Integration with API
  • Email integration
  • Available to purchase quickly via G Cloud government framework
  • Set up time in hours
  • Contract length to suit transition period
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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Case Management

Case Management

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

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Case Quick Calls

Case Quick Calls

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

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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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Change Management

Change Management

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

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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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Dynamic Dashboard

Dynamic Dashboard

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

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Incident Management

Incident Management

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

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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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Problem Management

Problem Management

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

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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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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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Scheduler

Scheduler

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

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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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Task Management

Task Management

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

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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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Workflow

Workflow

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

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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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