SapphireIMS Service Desk Feature Specification

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1 SapphireIMS Service Desk Feature Specification All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission of Tecknodreams Software Consulting Pvt. Ltd. Tecknodreams makes no representations or warranties with respect to the contents hereof. In addition, information contained herein is subject to change without notice. Every precaution has been taken in the preparation of this document. Nevertheless, Tecknodreams assumes no responsibility for errors or omissions or any damages resulting from the use of the information contained in this publication. All trademarks belong to their respective owners. Page 1 of 5

2 Overview SapphireIMS Service Desk is an ITIL Certified IT Service Management Solution that provides an Enterprise Class, Comprehensive and Highly Flexible Web based IT Service Management experience. SapphireIMS Service Desk enables you to achieve improved Customer Service, Perception and Satisfaction. SapphireIMS Service Desk acts as Single Point of Contact, for implementing service support processes defined by the organization. Feature Highlight Manage ITIL aligned Incident, Problem, Change and Request Fulfilment processes Captures complete request information in a simplified manner by associating tickets with Location, Department, Service, Category, Subcategory etc Implement Organization Service Support Processes through Service Desk Forms and Customizable Work Flow Implement Approval Processes through Approval Mechanisms in the workflow Support for Dynamic Context Sensitive Fields based on Ticket Category Manage SLA through Reports, Measurement, Alerting and Escalation Ability to add attachments in a ticket with File Type and Size Restriction Support for multiple sources to submit tickets: Web, , SMS, Telephone (Helpdesk) Automatically convert s and SMS to Tickets for roaming users Role based Access Control to Ticket Attributes (Editable, Read Only, Mandatory, Hidden) Automatic Ticket State Transition at Multiple Levels through Auto Functional Escalation Hierarchical Escalation Management of Tickets to appropriate Stakeholders Facility to broadcast critical information through Service Desk Announcements Integration with Asset Management and Business Service Monitoring Modules SapphireIMS Service Desk Functional Blocks Page 2 of 5

3 Built-in ITIL Standard Process Templates SapphireIMS provide built-in ITIL Based Standard IT Process Workflow Templates which can be customized based on your IT Process. Incident Management: Submit Incident Tickets through Web Portal, , SMS or Monitoring Tools. Categorize Incidents based Service, Category, Subcategory and manage them effectively with a workflow based on your organization process. Problem Management: Identify and submit frequently occurring issues as problems perform Root Cause Analysis and understand Business Impact. Manage Problems effectively to reduce Incident Volume and Service Downtime. Change Management: Manage the Change Requests effectively through Sequential/Parallel Multi-Level Approvals, Change Advisory Board, Impact Analysis and Back-out Plan Service Request Management: Enable End Users to avail Services easily and allows IT Team to deliver Services effectively through Self Service Portals like Service Catalogue, Quick Ticketing Templates and Customizable Service Delivery Workflow Service Catalogue Collection of configurable templates for the different service desk processes Comprehensive information capture like description of the service, scope of the service, what is covered and not covered by the service, service owner, service availability duration, status etc Complete picture of the service details offered to users, with a facility to access the services Knowledge Base Build your knowledge base based on service desk record resolution details Help service desk engineers to resolve service desk records Easier access to KB Articles for End Users through Context Sensitive KB Article searching in Ticket Submission Form KEDB (Known Error Database) Log of error records, created after a problem is published to KEDB to help incident management staff resolve incidents Share of known error information Approval mechanism to store known error database or knowledge base details Search contents and manage the same Quick Ticketing Template Define various Quick Ticketing Templates based on common Incidents or Service Requests Allows End User to submit Incidents or Service Request accurately and click of a button Page 3 of 5

4 Repository Upload frequently used documents and corporate software to the portal Make them available for End Users to download through restrictions with Roles SLA Management and Monitoring Define Multiple SLA based on different State Transitions and Ticket Attributes Hold SLA on specific states to have more accurate SLA as per the organization process definition Define Business Hours Policies and associate them with SLA Define Holidays Profiles and associate them with SLA Pre SLA Violation Notification through and SMS Multi-Level SLA Violation Escalations through and SMS Monitor the actual service delivery time against the committed service delivery time to gauge the compliance to the committed SLA Hierarchical Escalation Hierarchically escalate the service desk record to a higher level by a service desk engineer which can be performed at any point of time during the life cycle of a process. User Escalation: Manual trigger of hierarchical escalation, if the user is not satisfied with the resolution or with the progress of the service desk record SLA Escalation: Automatic escalation triggered when the process violates the configured SLA and results in SLA breach Priority Escalation: Automatic escalation triggered to notify the priority of the request when the priority of the record changes State based and SMS Notification Rules Keep the right stakeholders informed on Ticket State Change (New Ticket Creation, Resolution etc) and thus better communication between IT and Users Send Processional Notifications using Notification Templates Parent and Child Ticket Creation Create Child Tickets against a ticket which has multiple different actions to be performed Track the progress of the Parent Ticket through the State of Child Tickets Close the Parent Ticket only once all the Child Tickets are Closed to ensure better management Page 4 of 5

5 User Feedback Define User Feedback Forms with your own set of Question, Question Weight, Option, Rating, Option Display Order and Default Option Present the optional User Feedback form at Ticket Closure gather feedback Track User Satisfaction using User Feedback Reports User Surveys Create your own User Survey Forms with own set of Questions and Answers Circulate User Survey periodically for a Stipulated Time Period on End User Screen or through Analyze User Survey Responses through Dashboards and Reports End User Portal End User specific Ticket Status Dashboard Allocated Assets List along with Asset Details Elegant and Fast and Customizable Incident and Service Request Submission Form Self Service Portals: Quick Template, Knowledge Base, Repository, Service Catalogue Mobile Helpdesk (Android Devices) SapphireIMS Android Helpdesk Application makes Helpdesk Service more accessible to End Users from anywhere and at anytime Submit and Update Tickets Track Ticket Status AD and Open LDAP Integration Seamlessly integrate with the LDAP Services to ensure User Data Integrity Facility to import Users from specific Organizational Units Incremental and Full Synchronization Schedules as per business needs Map User Attributes in Sapphire to specific LDAP Attributes Extend Single-Sign-On (SSO) to simplify the login process Dashboards and Reports Ready to Use Dashboards along with facility to create Custom Dashboards Industry Standard Built-in Reports Custom Report Builder Export Reports to Excel and PDF Scheduling of Reports Page 5 of 5

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