asset performance management cum automated service...

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Email: [email protected]

Asset Performance Management Cum Automated Service Desk Solution

“Performance without Fail – Service without compromise”

Non- Disclosure Agreement

The Document made at SIPSS GLOBAL INDIA PVT. LTD., is to provide the

possible information to its customers to enable a best solution for the

requirement, the information contained in the document is the property

of SIPSS GLOBAL INDIA PVT. LTD., The subjected audience of this

document are authorized to use the information but not authorized to

reproduce or make available in any manner to any persons outside

mailto:[email protected]

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SIPSS – GLOBAL

Page 1 of 7 #2581 & 2582, Ground Floor, Snake Shyam Road

www.sipssglobal.com Vijayanagar 2nd Stage, Mysore- 570 017

E-Mail: [email protected] Karnataka |Tamilnadu|Kerala Ph: 0821 – 4268303, 2303505

Help Desk Software – What you need

KIS – Keep it Simple is the methodology which we have adopted in developing this

Helpdesk cum asset management software, surely without compromising the key

features and ensuring an ownership driven service delivery, User portal designed to

provide all key information and features to the end user, track the tickets escalate it if

required. Provide the proper feedbacks and suggestions. Service delivery portal will

provide an endless opportunity to track all actions of the ticket agents / service

engineers. Provide the best insights to the engineers when they open the tickets in their

portal. Both remote and site engineer options are built in with ticket tracking and

reassigning options to the Service coordinator. Key Features are explained below

Support Ticket Management Speed up Ticket Resolution with smart automations

Get The Best incident Management Practice

Offer an End user support by allowing them to register

their tickets via a simple web portal. Lightweight

portal can easily access from mobile devices as well.

Customer Login – Option for the users to track their

ticket and know the actual status of the ticket and

escalate the ticket if it is necessary.

Email Automations to get to know the every step

regarding the progress of their ticket.

Learn the Support agent details once the ticket assigns

from the portal and contact them directly in case of

any emergency

Automatically trigger the support group via Email

notification

Ensure the timely responses and resolutions as per SLA terms

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Automate Ticket Work flaws – Improve the Helpdesk efficiency

Automate every step of the

Ticket lifecycle right from registering

the ticket by categorizing the service

type to the group of responsible service

officials.

Immediate email notification to

the Service agent when the ticket is

assigned.

Increase the end user visibility

of incident progress by providing

information in the self-service portal

Get all the related tickets at one

place to improve the solution

effectiveness

Solve Incidents Faster Enhance the Service quality

Complete internal collaboration to improve

the end user communication effectiveness

Map the ticket with proper Asset details to

enable a better homework by the Service

agent before they attend the ticket. It

automatically improve the solution

efficiency

Option to upload the error snapshot /

image by the user to get better insight

about the problem.



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Real-time Dashboard to all Service Related officials

Have access to real-time information

over a graphical representation while

logging to the service agent / Admin

portal.

All the Open Tickets and feedback

summary for a quick understanding.

Easy navigation and automated

notifications to keep the complete process

live.

Automated feedbacks to the service

providers to improve their better services.

Track Assets – Learn about its Health and better insights

Asset details module, Track on the relevant

support information.

All the tickets will be automatically available

against the asset details to know how fast this

device is giving frequent troubles.

Single platform to obtain the complete

information about the organization’s assets.

Very basic asset module is packaged with the

helpdesk – more advanced asset management

options can be obtained through the SaaS delivery

options from us on the move.

Asset information is available only to the designated administrators / managers, agents and users will have very

limited visibility.

Asset is tracked Location, Department & user wise – Tracking and managing in all the way is defined through

effective navigation options.

Asset is also tracked by its classifications and certain common specifications etc. to enable an easy information

availability to the management over few mouse clicks.

Asset wise – Performance report, Uptime, Downtime indications etc. for a better insight to expose to the

investment performance.



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Control it completely – Under the proper Institutional surveillance

Designated management official can control the

complete usage of the portal by the respective

users, support agents, support coordinators,

Managers etc.

Permitting a helpdesk usage is very easily

achievable over few modifications in the system.

Enabling and disabling a user is very easily

achievable. Disabled user will not be able to explore

the Self Service portal till the administrator

resumes the suspension.

Transfer of ownership of tickets is also possible

on the move by reassigning the ticket.

Reports

User role wise different reports

Very basic reports are packaged with the

helpdesk – more advanced reports and its

customizations can be obtained through the

SaaS delivery options from us on the move.

Enterprise reporting features such as web

enabled report customization options can be

provided to the End Users if they are capable to

design their own reports. (Which is not

packaged but can be made available against

the request)

Service Provider / Vendor Wise Performance

reports.

Asset wise performance – down time uptime

analysis reports.

All reports come default with easy export options to the common formats, such as excel, word, html etc.



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Integrated BAR code & QR Code – Generation options

Need not to depend any other software

package to generate Bar codes / QR codes

Integrated Bar code generation option for

all assets.

Integrated QR code generation option for

all assets.

Option to print Bar code / QR code based

gate pass for the material management,

(Which is not packaged but can be made

available against the request)

Review the Service Provider / Service agent performance from the automated surveys –

Let the users give suggestions to improve the service delivery effectiveness.

Open feedback & suggestions form – to all users

to give their suggestions any time when they wish.

Immediate trigger of the feedback and

suggestion to the respective official to take action.

Very transparent and real-time information

availability, no more odds only eth crystal clear

visibility on performance. Which is open and

available to all the community which is associated

with.

The above characteristic will automatically

create the need of ensuring quality service delivery

in time by the Service providers.



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Delivery Models

We have various delivery models best fit for your requirement.

All the deliveries are best supported by the group of professionals spread

across.

Self-help videos and Remote Support desk to ensure an uninterrupted

usage of our system.

We strongly suggest the Cloud based installations so that Support

and service never be a challenge.

We support almost all web technologies to ensure a better user

experience over simple web based application.

ASSURED WITH COMMITTED SERVICE DELIVERY

Onsite Support Services

Remote Services, in Indian regional Languages Support Call center in Mysore, Karnataka.

Self Help Service Portal with Video Tutorials

Video Tutorials are available in Regional Languages

24/7 Server Hardware and Network Monitoring

Database Automated Backups and restoration without troubling the end users

ITIL Based Service Delivery Model is followed.

Proactive services, frequent service feedbacks are obtained and necessary improvements are made available very soon.

Onsite training assistance on the need



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Please click the below link and navigate to a Live Demo Site | any doubts or questions do write to

[email protected]

SIPSS GLOBAL INDIA PRIVATE LIMITED is a Global Information Technology Infrastructure Integration Company committed to “create an enterprise of tomorrow by integrating values” Comprehensive set of IT infrastructure solutions & 100% owned service delivery models, coupled with a wide range of proactive IT Support services, uniquely positions the company to address the dynamic requirements of variety industry verticals, predominantly Corporate, SME, Hospitality, Education, NGO/NPOs. The company also provides solutions for other verticals such as Government, Manufacturing, Retail, Distribution and healthcare. Headquartered in Mysore and reaching all the major cities of Karnataka, Tamilnadu and Kerala, Operations are getting widely expanded across the southern region of India. Started Operations from 2005 and established across 500+ customers. Got recognized many times as a continued value added reseller for the major technology providers such as Intel, CPPLUS, DELL, IBM, Sonicwall etc many time during the tenure.




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