A Complete ASSET HELPDESK Management System

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1 NAIS ASSET HELPDESK A Complete ASSET HELPDESK Management System Overview Introducing NAIS ASSET HELPDESK: a local breakthrough in ASSET HELPDESK Management Software. It is specifically designed to assist the asset support departments of various organizations cope with internal support requests and at the same time monitor the inventory resources that fall under their department. In addition it also evaluates the effectiveness of the support staff in solving those problems by providing detailed performance reports. The NAIS ASSET HELPDESK comprises of the following modules Inventory management Support request management Configuration & Setup (Employees, Basic tables) Reports

2 Inventory Management Asset control is a very important function in any organization. At any one point in time one must be able to locate and confirm the asset details. This system will allow you to 1. Keep an updated inventory of all your assets 2. Log movement of the asset during repair 3. Identify & control at any time where the asset or its sub-items are. 4. Keep a log of expenditure concerning an asset in cases of repair or service. 5. Monitor and execute the maintenance contract available for each asset. 6. Monitor licensing of assets (where need be). 7. Tracks hardware and software information on a particular computer. 8. Tracks maintenance contract and license information. 9. Tracks installation information. 10. Tracks user and departmental information. 11. Tracks product and support information. 12. Monitor physical maintenance dates for each asset

3 Support Request Management User support is an everyday requirement especially in any organization. Users experience all sort of problems e.g. hardware, software, installation, assistance, configuration, training etc. In order to ensure an effective and efficient user support function one must be able to register and report on the user support requests. This system will allow you to 1. Log all requests for user support (There is an option of users logging in their own requests or supporting from centralized location) 2. Track outstanding requests for service 3. Builds history of all completed requests. 4. Fully integrated with inventory and audit information. 5. Automatic notification of unassigned requests. 6. Automatic notification of overdue requests. 7. Automatic notification of completed requests. 8. Automatic escalation of past scheduled requests. 9. Automatic of all hardware requests to the maintenance contract holder. 10. Automatic of every step of the progress to the user concerned 11. Automatic to support staff, supervisors and Manager of escalated, overdue or past scheduled service requests. 12. Build a history of requests per computer 13. Identify problematic computers 14. Monitor and improve support personnel performance 15. Monitor to improve the response rate to support issues. 16. Build a solutions database for most frequently used solutions

4 Configuration & Setup (Employees, Basic Tables) Basic information maintenance to be used by the company is setup using this interface. It also includes employee (user) information setup.

5 Reports The ability to report all operational functions cannot be over-emphasized. This system will allow you to report on all aspects pertaining to the inventory and service request. Sample reports include 1. List of assets by location 2. Statistics of service requests per asset 3. User support average response rate & performance 4. Cost of maintenance per month 5. Response rate of maintenance contract holder. 6. Asset movement and failure rate 7. Outstanding Requests by Support Staff, Request Type 8. Solved Requests Duration by Support Staff, Request Type 9. All Request Duration by Support Staff, Request Type 10. Inventory of Peripherals 11. Inventory of Peripherals by Status 12. Inventory Asset by Office, Department, Sub-department 13. Inventory Asset Incidence rate 14. Most common problems can be identified and the department can therefore take a proactive approach to issues. E.g. if one has many assistance problems one can justify the retraining of users in certain fields to eliminate requests of a certain nature. 15. Provide graphical representation where required. 16. The system is flexible enough to accommodate other reports as required by the client.

6 Security The NAIS ASSET HELPDESK system provides a full proof and flexible security system. This system allows one to assign rights according to the functionalities available in the system. Further to this the ability to create groups for users who share similar functionalities and sharing this group out is an additional advantage.

7 Technology 1. Designed for a multi-user environment 2. Hosted on a robust RDBMS (ORACLE/SYBASE ASA) 3. Locally developed using POWERBUILDER Ver. 9 (the leading database development tool). Can be integrated with CRM/Call Centre Systems 4. True Windows 9x and 2k 32 bit application (User friendly and easy to administer) 5. True Client/Server technology 6. No Limit to size of data file. 7. Rollback Security 8. Open System Architecture 9. ODBC compliant 10. Legacy data: NAIS ASSET HELPDESK can import existing historical data to minimize implementation time. 11. Customizable (Flexible to change and incorporate new ideas) 12. Backed by an efficient & qualified support team Pricing PRODUCT NAME (Standalone) (Standard) (Premium) (Professional) (Enterprise) Additional Users (per Employee) Purchased in batches of 20 MAX SUPPORT STAFF EMPLOYEES COST , , , , , Over 25 Over 500 1, OTHER COST Additional Sites Outside LAN Per Site 80, Travel Charges Outside Nairobi Per Day 5, Annual Maintenance cost 20% Purchase Price

8 CONTACTS See our contacts on

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