 ITIL-compliant helpdesk and complaint management for IBM Lotus DominoMore efficient IT processes, improved service quality and fewer risks through the automation of important service management processes lead to high system availability and fewer downtimes for users. The GEDYS IntraWare 7 Service module with integrated ITIL Best Practices provides you with proven ITIL processes for the optimum deployment of your service team. Overview service and helpdesk software for CRMOptimum deployment of service support
All information on the inventory
Service level management
Further Material concerning the ITIL-complaint helpdesk and service software for IBM Lotus NotesITIL-compliant helpdesk and complaint management for IBM Lotus Notes Domino
Presentation about the service management for IBM Lotus Notes Domino
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Optimum deployment of service supportIncrease quality and reduce response times in your service support department with GEDYS Service for IBM Lotus Notes. Clearly defined processes help you manage many incidents, and improve processing and the quality of results. Whether you receive requests by telephone, fax, email or the internet, they are automatically assigned a service number. You use priority lists to define the processing sequence. If the system detects that a deadline has been overrun, it automatically triggers escalation management. As soon as a service request is received, the application checks whether a support contract exists, and if so, what type this is. You post service requests directly to this contract. You use the integrated solution search in the knowledge databases to find solutions. You simply transfer solutions to problems or expert knowledge to the service requests in the form of solutions and send these to the requester with a mouse click. Analyses of the incidents help you to determine the cause, create workarounds and forward information to Change Management for proactive problem avoidance. In Problem Management, you group together repeat incidents to define a major problem.
Asset/Inventory managementYou can use GEDYS IntraWare 7 Service for IBM Lotus Notes to record and manage all your inventory. In Configuration Management, you enter individual devices, furniture, equipment and software to form configurations and assign these to employees or customers. In the event of service requests, your employees have access to complete system data on the hardware and software inventory.
Service level managementThe Service module enables you to define the detailed framework for services in the service level agreement. You also map agreements between the client and internal service providers (operational level agreements) and between service providers and an external provider (underpinning contracts). The service catalogue provides you with an overview of all service offers at all times, including, contracts, contract types and use, as well as response times. You post requests to the concluded agreement and perform accounting on the basis of this.
Summary of your advantages with the Service moduleService Desk – single point of contact forproblem and incident management Configurable ticket document for incidents of all types e.g. requests, complaints etc. Self Service with service request over the internet Once click access to all important information and user guidance Input support with fast, wizard-controlled data entry for telephone requests Reminders, wizards and pop-up's for key tasks Automatic handling of incoming emails and faxes based on ticket number ITIL process-oriented work through workflow control Prioritise and escalate based on urgency and user impact Categorization and assignment of information on contract, inventory, manufacturer, supplier, second-level support Activities: Forwarding/informing Resubmission Email transfer and assignment to ticket Incidents Solution search and solution save Self Service - track status via internet Root cause analysis - create workarounds and proactive problem avoidance Process creation: E-mail pre-defined templates e.g. proposed solution, receipt confirmation etc. Telephone notes, visit reports, calendar entries, tasks etc. Knowledge Management for diagnosis and problem-solvingKnowledge management Self Service with solution search over internet Storage of description and results for tickets Release mechanism for information and updates Versioning of documents Revision, archiving and deletion function Contract Management for service level management Service catalogue with all service offers incl. definition of services and contract templates Management of different types of contracts: Agreement between client and manufacturer (service level agreements – SLA) Agreement between client and internal service provider (operational level agreements – OLA) Agreement between service provider and contracted provider (underpinning contracts – UC) Configurable contract document with standardized content: Purpose and type (SLA, OLA, UC or other) Contractual partner, contract approval Description of services and contract term Priority matrix and service reaction times Individual, customised escalation management Signatures Contract printing through integration of MS Word Warning function if number of requests/incidents, terms etc. exceeded Inventory management/configuration management Freely-definable types of inventory e.g. installations, plants, furnishings, licences, vehicle fleet etc. Individual components (configuration items) as smallest unit e.g. mouse, keyboard, monitor Grouping of individual components to create a system e.g. Mrs Smith‘s workstation Assignment of contract to individual component or system Complete maintenance planning including response on maintenance activity, history and planning of future maintenance dates Configuration allows individual enhancements General Can be configured, modified and extended Handling of any service tickets Mapping of any service processes 100% ITIL compliant = ITIL-enabled software to support Service Desk function and processes SLM, IM, CoM and PM for IBM Lotus Notes Stand-in rules for notification Connection of any Know-How databases Integrated Contacts, Office and Workflow modules | 
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