Copyright© Verax Systems.All rights reserved.Verax Service DeskStreamline incident management and ensure SLA complianceDL718
Copyright© Verax Systems.All rights reserved.Overview2Verax Service Desk automates andstreamlines incident management,ensu...
SLA managementIncidentmanagementKnowledge baseCalendar& schedulingVerax Service DeskFunctional blocksCopyright© Verax Syst...
Incident management4Tracking of internally and externally reported incidents ina single, centralized locationIntelligent, ...
SLA management5Rapid SLA definition via easy to use GUIRouting Rules: assigning service requests to specific users orgroup...
Knowledge base6Instant access to tips and solutions on how toresolve common issuesQuick and simple creation of new knowled...
Benefits7StreamlineIT and network operations,ensureSLA compliance andmaximize applicationsand network uptimesControlincide...
Discover Verax Service DeskCopyright© Verax Systems.All rights reserved.Download free, fully functional versionwww.veraxsy...
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Verax Service Desk - incident management and SLA compliance (presentation)

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Verax Service Desk automates and streamlines incident management, ensuring timely resolution and SLA compliance.

More information at: http://www.veraxsystems.com/en/products/tt

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Transcript of "Verax Service Desk - incident management and SLA compliance (presentation)"

  1. 1. Copyright© Verax Systems.All rights reserved.Verax Service DeskStreamline incident management and ensure SLA complianceDL718
  2. 2. Copyright© Verax Systems.All rights reserved.Overview2Verax Service Desk automates andstreamlines incident management,ensuring timely resolution and SLAcompliance
  3. 3. SLA managementIncidentmanagementKnowledge baseCalendar& schedulingVerax Service DeskFunctional blocksCopyright© Verax Systems.All rights reserved. 3
  4. 4. Incident management4Tracking of internally and externally reported incidents ina single, centralized locationIntelligent, automatic incident dispatchConfigurable incident lifecycle and statuses that reflectsupport & service processes and procedures in anyorganizationAutomation of service requests management (routing rules,escalation rules and priorities)Security and access permissions (access control to incidentinformation through a system of user groups and permissions)Configurable notification engineCopyright© Verax Systems.All rights reserved.
  5. 5. SLA management5Rapid SLA definition via easy to use GUIRouting Rules: assigning service requests to specific users orgroupsEscalation Rules: sets of rules specifying actions that aretaken automatically, e.g. when a service request has notbeen resolved by its due datePriorities (priorities of service requests based on predefinedparameters)Time tracking with online progress controlDue dates (ability to set up various due dates and resolutiontimes depending on service types)Copyright© Verax Systems.All rights reserved.
  6. 6. Knowledge base6Instant access to tips and solutions on how toresolve common issuesQuick and simple creation of new knowledge baseitems with a user-friendly WYSIWYG editorImproved team performance via effectiveinformation sharing and knowledge retentionRich content (ability to attach files, images, videosand others)Copyright© Verax Systems.All rights reserved.
  7. 7. Benefits7StreamlineIT and network operations,ensureSLA compliance andmaximize applicationsand network uptimesControlincident resolution workflow from assigning tasks toadministratorsand resolving incidents,to automatingworkflows andtrackingthem through to completionShorten incident resolution time based on experience-based informationstoredin the knowledgebaseEnsure that incidentsare resolved in a timely manner via fullyconfigurableescalation and notification proceduresIntegratewith other Verax applications(e.g. NMS or Workflow) in orderto create advanced incident tracking scenariossuch as disaster recovery,service provisioningand othersCopyright© Verax Systems.All rights reserved.
  8. 8. Discover Verax Service DeskCopyright© Verax Systems.All rights reserved.Download free, fully functional versionwww.veraxsystems.com/en/downloads/ttdownloadLive accesswww.veraxsystems.com/en/products/tt8
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