Brief

ITIL v2011 Certified

SapphireIMS Service Desk is an ITIL v2011 certified, enterprise-grade, comprehensive IT Service 
Management Suite.

It helps business enterprises and service providers to manage service operations and ensure guaranteed service delivery to its customers as per the service level goals set.
SapphireIMS Service Desk enables businesses to excel in customer service, perception, and satisfaction

Overview

Pre-shipped with ITIL-aligned templates

Incident Management

Predict and Pre-empt the Critical Incidents

Problem Management

Minimize impact of incidents that cannot be prevented

Change Management

Improve Operations and Minimize Impact on Service Quality

Request Fulfillment

Enhance Customer Experience with a Full-Catalog of Service Requests

Service Catalog

Comprehensive, yet Simplified Service Request Submission

Service Level Management

Proactive Pre-Notifications to Ensure High Service Level Management

Knowledge Management

Resolve Incidents with Rich and Context-Sensitive Knowledge Base

Configuration Management Database (CMDB)

Comprehensive Database of Information on All Service Desk Components

Self-Service Portal

Resolve Issues at the Speed of Light with our Self-Service Portal

Highlights

Go live in no time

• Supercharge Your Employee Efficiency with Intelligent and ITIL based Service Desk

• Analytics and Automation Enabled ITIL-based Service Desk

• Pink verify 2011 certified

• Automated Service Process

• Extreme Flexibility and Codeless configuration

• Omnichannel Access

• Seamless Integration Capabilities

Usage

Intuitive dashboards and real-time analytics

• Manage ITIL compliant Incident, Problem, Change and Request Fulfilment processes

• Capture complete request information in a simplified manner by associating the request with Location, Department, Service, Category, Subcategory etc.

• Implement organization service support processes through service desk forms and customizable workflow

• Implement context sensitive, multi-level approval processes through built-in approval mechanisms in the workflow

• Support for context-sensitive fields based on nature of request/incident 

• Powerful SLA engine to keep a watch of service operations against the committed SLA’s

• Multi-level (Pre-violation(s), Post-violation(s)) escalations and notifications upon SLA breach

• Define SLA and Measure it through off-the-shelf SLA reports

• Ability to add attachments in a request/incident with File Type and Size Restriction

• Ability to view PDF, Image, Audio and Video file attachments in the request/incident details UI without downloading the attachments

• Support for multiple sources to submit tickets: Web, Email, SMS, Telephone (Helpdesk)

• Automatically convert Email/SMS to request/incident

• Spam Filter Rules in Email to Record Conversion

• Email Command in Email to Record Conversion

• Role-based Access Control at a field level ensures sharing of the right information to the right stakeholders (Editable, Read Only, Mandatory, Hidden)

• Auto functional escalation escalates open incidents to functional specialists in a time-bound manner

• Hierarchical escalation aids in escalation to appropriate managerial stakeholders 

• Facility to broadcast critical information through Announcements

• SOP Compliance to track the Compliance Status of the “Standard Operating Procedures (SOP)” for Predefined Scheduled Activities (e.g. Preventive Maintenance, Scheduled Maintenance,  Periodic System Checks etc.) across different Locations

• Integration with Asset Management and Business Service Monitoring Modules

• Ease of use, Role-based dashboards, Single click submission of requests/incidents

• Flexible reporting engine

• Ability to apply for leave and track the availability of the technicians through Technician Availability Chart

Support

SapphireIMS Online Help Portal: https://sapphireims.com/help

Categories