Service Desk

Increase the efficiency of your user support

The maintenance and support activities are a major issue for your company; it directly impacts all users’ and departments’ productivity.

gestion de tickets depuis Smartphone
The speed and efficiency of the support team’s interventions decreases the unproductive time due to stuck co-workers or to unavailable equipment. This increased reactivity contributes to substantial savings by reducing the total cost cost of ownership (TCO) of your equipment, as assessed by the Gartner analysts to 4000 euros a year for a desktop.

With ClariLog - Service Desk, we help you define areas of improvement on:
  • The support teams: time savings thanks to the centralization of requests, better overview of the tickets especially in case of a colleague’s absence, help to diagnosis in link with the asset management and the building of knowledge base to stop searching solutions to the same incidents.

  • Users: increased reactivity of the support teams for a faster intervention, automatic updates on the interventions received by email.

  • The IT management: help to decision making in terms of user training, allocation of support resources, renewal of equipment, analysis of costs time and reactivity in regards of SLA engagements.
With a configuration easy to set and to evolve, ClariLog - Service Desk allows your management processes to evolve: from a simple ticket management to an organization based ITIL best practices.

Benefits

• Improvement of the reactivity and efficiency of the support.

• Optimization of calendars and intervention time.

• Operational and decisional analysis of the support and maintenance activities.

Téléchargement

Product sheets Trial version

Prerequisites

Server :
Windows 2003 Server,
2008 Server, 2012 Server
Framework 3.5 (SP1) minimum,
Microsoft IIS 6.0 or more with ASP. NET option

Browser :
Microsoft Internet Explorer 7 and more,
Mozilla Firefox 3.6 and more,
Google Chrome 7 and more,
Safari 5 and more.

Prerequisites

Features

Incident, request and problem management
Prioritization and planning
Knowledge base
Alerts and mail communication
Opening of multichannel tickets (ClariLog – Help Me portal, email and telephone)
Link between tickets and CMDB equipement
SLA management
Escalation management