With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are.

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2 Richmond Systems Richmond Systems is a leading provider of software solutions enabling organisations to implement enterprise wide, best practice, IT Service Management. Richmond SupportDesk is currently in operation across more than 500 organisations delivering fast, flexible and measurable service support to many thousands of customers. Our solutions can be rapidly implemented adhering to the ITIL framework whilst being adaptable to meet management, operator and customer needs. Comprehensive Service Desk Support With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are. Integration with systems management tools and other business applications provide Service Desk operators with access to live and complete information about users and assets increasing the speed and accuracy of incident management. A comprehensive system of alerts and notifications drives communication between Service Desk operators ensuring everyone is kept properly informed about the status of incidents, changes, problems and impending service level breaches. Management Monitoring and Control Service Desk Managers have full visibility of support operations with instant access to support status and performance. Comprehensive reporting capabilities are provided including a Management Console with fully interactive live graphical reports highlighting Key Performance Indicators (KPI s). ITIL Compatible Richmond SupportDesk conforms to ITIL best practices for service support. Individual processes can be enabled as required, allowing a phased approach to implementing ITIL to meet the requirements of the business.

3 Rapid Implementation Richmond SupportDesk reduces the need for costly consultancy by providing tools to assist set-up and configuration. The Setup Console intuitively guides Service Desk administrators through a logical configuration sequence, allowing straightforward creation of user groups, assets, roles, system maintenance and permissions. Integration with OLE DB compliant external data sources, including Microsoft Active Directory, is accomplished through a customisable extract wizard, allowing setup to be achieved in minutes rather than hours or days. This also ensures all moves, additions, deletions and changes to assets are automatically reflected in the Navigator Tree. The intuitive design keeps training requirements to a minimum while increasing the speed at which successful rollout can be achieved. Customer Flexibility Incidents can be raised via or the Self-Service Customer Web Interface, providing a straightforward way of registering and monitoring the progress of support requests. The Knowledge Base allows customers to find solutions themselves, improving customer satisfaction and reducing support calls and costs.

4 Incident Management Effective Incident Management improves customer service levels and helps restore normal service as quickly as possible. This is achieved through defined, structured, processes for centrally logging, managing and resolving incidents. Centralised Information Logging eliminates breakdowns in communications Automatic Incident Creation from incoming s Web Interface or Mobile Clients available to capture incident details Predefined Templates allow rapid capture of commonly recurring incidents Automatic Matching identifies related incidents, problems and known errors User Definable Fields increase accuracy and completeness of information capture Skill Based Routing optimises allocation of incidents to resource Automatic Notifications to operators and customers throughout incident life cycle, improves customer satisfaction Drag and Drop allows dynamic creation of groups and relationships Custom Resolution Codes supports trend analysis and development of proactive support measures

5 Problem Management Problem Management seeks to proactively minimise issues by identifying and recording problems and known errors within the IT infrastructure. Errors within IT infrastructure can cause repeated problems which have an adverse effect on the business. Problem Management seeks to proactively minimise issues by identifying the underlying cause to help eliminate reoccurrences. Problem Identification minimises the reoccurrence and severity of Incidents Workarounds for known errors assists operators and customers Automatic Notification of all affected users when problems are resolved or workarounds are available, reduces the impact on the business Immediate Closure of associated incidents when problems are resolved saves time and resources Identifying and Reporting on problem trends highlights areas for improvement in IT service availability Configuration Management Configuration Management is delivered through an easily searchable Navigator Tree structure providing a single Configuration Management Database (CMDB). Data can be integrated from external data sources and third-party applications. Systems Management Integration allows automatic creation and updating of configuration Items with external data sources Live Views allow connection to OLE DB compliant external data sources Microsoft Active Directory provides real-time details of users and computers Parent/Child Relationships provides structure for configuration items Single Repository for IT and non-it assets provides comprehensive asset information Customisable Attributes allow comprehensive details for each asset type to be recorded Security Control manages CMDB updates Search Console allows retrieval of users and asset information Change Management Implementing changes to IT infrastructure can be disruptive to business operation and service quality. Effectively managing Requests for Change (RFC) can significantly reduce the potentially detrimental impact that change can have on an organisation. RFC s can be raised against incidents, problems, known errors and any configuration item, including users, computers and locations RFC Approval and Acceptance use standard methods including Change Advisory Board (CAB) with notification and voting Change Prioritisation supports the necessary tasks required for successful deployment of, for example, upgrades or replacement of equipment Audit Trails log all modifications to the RFC Costs Management monitors, analyses and reports on the cost of change

6 Service Level Management Multiple configurable Service Level Agreements (SLAs) consisting of pre-defined target response and resolution times are provided. Comprehensive notifications and visible performance indicators help service desk staff meet service level expectations. Escalation options are fully configurable with notifications via , text message or SupportDesk Alarms. Visible Indicators highlight SLA performance Configurable Escalation and Notification options can be set for individual SLAs Automatic Escalation of Incidents via , text message or SupportDesk Alarms as elapsed time exceeds set levels, helping avoid SLA breaches Multiple Service Hours configuration with individualised service hours for each SLA Knowledge Management Knowledge base items can build into an invaluable source of information, helping operators solve future problems allowing customers to retrieve answers to their questions, freeing up support staff time. Knowledge Base accessible to service desk operators and customers Helpdesk Web Server can publish Microsoft Office documents, HTML, or PDFs for retrieval by customers Customer Satisfaction Customer feedback is vital for evaluating processes and procedures to improve service provision. User-definable Customer Satisfaction Surveys can be sent automatically via to individual customers following resolution of incidents, or groups of users to gather feedback Management Console provides analysis of customer satisfaction levels highlighting areas where service improvements could be made

7 Reporting & Management Console Richmond SupportDesk provides a comprehensive range of reporting capabilities for operators and managers. Real-time Management Console provides a live graphical view of the support environment and can be distributed throughout the organisation Key Performance Indicators with drill-down to incident level ensure that support managers can quickly comprehend the condition of the support operation Report Templates provide rapid access to more than 60 common MIS reports Flexible Reporting allows ad-hoc reports to be built by customising templates or using specific criteria

8 Richmond Systems is a leading provider of software solutions enabling organisations to implement enterprise wide IT Service Management. Richmond SupportDesk is currently in operation across more than 500 organisations to deliver fast, flexible and measurable service support to many thousands of customers. Our solutions are designed for rapid implementation and to deliver ITIL best practices for maximising the efficiency of your support operation whilst improving customer service. Richmond Systems Ltd West House, West Street Haslemere, Surrey GU27 2AB Tel: +44 (0) Fax: +44 (0)

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