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Achieve ServiceExcellence with VivaDesk
Organise and automate your
customer service, help desk
or service desk operations.
vivantio.com
vivadesk.comSign up for your free trial at vivadesk.com
VivaDesk is a service management software application that helps you organise, automate and measure
your customer service, service desk or ITSM operation.
Service Management covers a wide range of business activity. VivaDesk therefore has several editions
which meet the needs of different service environments from external-facing customer services to busy
internal service desks and enterprise-wide ITSM implementations.
All editions are built on the same extensible code base providing customers with seamless upgrade paths.
Choose on-premise, hybrid or SaaS delivery with a choice of ISO27001 accredited data centres.
VivaDesk leads a new generation of service management solutions which are more flexible and extensible
than ever before, with a richer and more satisfying user experience.
More than an application, VivaDesk is a powerful platform that will provide a sound foundation for
your complete service management vision, not just in IT but throughout your organisation and any
service environment.
Long live the service desk!
Introducing VivaDesk
VivaDesk Lite Edition is all about achieving customer service excellence quickly and easily. Ideal for
customer service teams and help desks.
Getting started on the road to a consistent and efficient help desk couldn’t be easier with VivaDesk Lite,
including point-and-click configuration and an all new drag-and-drop screen designer for self-service
VivaDesk Lite has just the right combination of features to deliver great service every time.
Happy customers are loyal customers and with VivaDesk you can deliver both.
vivadesk.com
VivaDesk Lite
VivaDesk Lite highlights at a glance
Quick & Easy Ticketing VivaDesk Lite is all about achieving
customer service excellence quickly and
easily. Point-and click configuration saves
time and money from day one.
Self-Service Screen Designer Create a fabulous online experience with
the drag-and-drop screen designer for the web
self-service portal.
Client History Stay up-to-date with the Client History
– a multi-channel record of all your interactions
with everyone you have contact with.
Self-Help Articles Searchable self-help articles let your
customers get help whenever they want and
reduce the strain on your resources.
Reports and Dashboards Built in reports and dashboards give
you all the key charts and information you
need right out of the box.
Convert Emails to Tickets Never miss another request by
automatically converting incoming emails
to help desk tickets and routing them to the
right person.
The focus of VivaDesk Pro Edition is automation and organisation. Ideal for medium-sized service desks
and ITIL implementations.
VivaDesk Pro has long list of features that help you escape from endless “fire-fighting”, giving you time
to focus on more valuable planning and management tasks. All the core ITIL processes are supported
including incident, problem and change management.
Plus, you’ll find a surprising range of advanced features all included as standard such as the graphical
workflow designer, built-in integration with Active Directory and asset management/network
discovery tools.
VivaDesk Pro
Sign up for your free trial at vivadesk.com
VivaDesk Pro highlights at a glance
Automate and Organise Put an end to fire-fighting with VivaDesk
Pro’s automation features and organise your
screens and ticket lists however you want.
Asset discovery integration Built-in integration with asset discovery
software. Synchronise discovered configuration
items, pinpoint root cause of problems and spot
recurring issues.
Routing & Escalation Provide consistent service levels with
no wasted effort, and enforce policies and
procedures with the point-and-click business
rule designer.
Custom report designer Create reports and personal dashboards
for an overview of your team’s performance
and all the information you need to support
your budget requests.
Advanced Features When you’re ready, take your service
desk to the next level with high-end features
such as the graphical workflow designer and
roles & permissions.
ITIL compatible Out of the box support for incident,
problem and change management. Fully
integrated with the CMDB. Add and design
your own processes.
VivaDesk ITSM Edition is a comprehensive service management solution for the entire enterprise.
The flexible and extensible design is key to the success of VivaDesk ITSM, making it ideally suited
to large scale implementations with complex requirements.
With the innovative VivaDesk ITSM Service Designer you can create any number of processes and
ticket types, define the relationships between them and tailor them to your specific requirements.
VivaDesk ITSM is available for both on-premise and SaaS delivery with a choice of data centres and
hybrid options for customers operating within regulatory frameworks. Our expert consultants and
project managers have extensive experience of public and private sector service environments
and will ensure you achieve maximum value from this powerful solution.
VivaDesk ITSM
VivaDesk ITSM highlights at a glance
Flexible Enterprise Software Create and design as many distinct
processes as your organisation requires. Each
process has it’s own configuration area and
security settings.
Business Rules Engine Advanced business rules and event-
driven automation provide everything you need
to ensure consistent service levels and
procedural compliance.
Roles & Permissions Secure configuration for multiple
service teams means that VivaDesk ITSM is
easily streamlined for each role with data and
processes available only to authorised personnel.
Analytics and scorecards Market-leading analytics tools as well
as ITSM benchmarks and scorecards give you
detailed reporting, trend analysis and
performance measurement.
Reliable, Flexible, Trusted We’ve been delivering service
management solutions for over 10 years.
Our wide ranging experience is reflected
in a diverse and loyal customer base.
SaaS and On-Premise Ultimate flexibility with on-premise and
SaaS delivery, a choice of data centres in the
US and UK, and hybrid options if necessary.
vivadesk.com
Editions at a glance
Sign up for your free trial at vivadesk.com
Pro
The focus of VivaDesk Pro Edition is automation and
organisation. Ideal for medium-sized service desks
and ITIL implementations.
Excellent customisation options including
configurable ticket queues and lists, and multiple ticket types each with their own
configuration options.
Business rules for ticket routing and escalation.
Unlimited email and ticket templates. Graphical workflow designer.
Asset management and CMDB included. Built-in integration with asset discovery software. Identify root causes and recurring issues.
Up to 3 processes (e.g. incident, problem
and change) plus a CMDB, all integrated.
Create your own reports and personal dashboards with the VivaDesk Report
Builder. Share them with colleagues.
ITSM
VivaDesk ITSM Edition is a comprehensive service management solution for
the entire enterprise. Ideally suited to large scale
implementations with complex requirements.
Powerful enterprise-wide platform with secure
configuration for multiple service teams. Extends
beyond IT into any service environment or line of business.
API Available.
Advanced business rules including scheduled and
triggered events, plus conditional custom fields.
Unlimited templates. Report scheduler.
Asset management and CMDB included. Analyse
business impact with integrated Change
Management. Full audit trail.
Create any number of processes, define the relationships between them and tailor them to
your specific requirements.
Advanced analytics, IT scorecards and
benchmarks aligned with your processes and best
practice principles.
VivaDesk
Overview
Flexibility
Automation
AssetManagement
ITIL
Reporting
Lite
VivaDesk Lite Edition is all about achieving customer service
excellence quickly and easily. Ideal for customer
service teams and help desks.
Designed to be used out of the box with minimal need for configuration. Drag-and- drop self-service designer.
Point-and-click rule builder for ticket routing and
escalation. Ticket templates and email-to-ticket
conversion.
Not included.
Not supported.
Built in reports and dashboards with all the
key information ready for you right out of the box.
Results
Seven times more requests handled with the same number of service desk personnel.
Requests rapidly routed to the right contact.
Resolution times cut.
Transformed the customer experience almost overnight.
Customers are no longer tying up first line staff with chasing calls.
vivadesk.com
VivaDesk case study: Vivantio enables seven fold productivity gain in Allegis Group Service Desk.
Staffing and recruitment company Allegis Group, was looking
for a new IT service desk solution to replace an ageing system.
The department of 17 provides support for 8000 Allegis staff
across multiple sites. A new system was required that
would allow accurate automated logging of calls, eliminate
opportunities for human error and free up first line staff
to carry out their key task of managing fixes promptly
and effectively.
Vivantio’s SaaS offering automatically solved
business continuity and disaster recovery planning
concerns as the whole system is hosted off site.
This means that even if Allegis’ in-house systems
go down, as long as they have internet access,
they can still use the Vivantio system and continue
handling and resolving calls.
This has also meant that secure remote access can be achieved so
home and field workers have been able to continue working whilst
on the move, via their PDAs or laptops.
The reporting capability has enabled management to see at a
glance how many calls have been handled, how many are resolved
within service level agreements, and the loading levels of each
individual operative.
The new system allows customers to email support requests which
are automatically logged and then allocated to the relevant Allegis
support contact.
Vivantio’s built-in knowledge base, combined with ‘known issues’
write-ups helps operatives to resolve issues rapidly. This has also
enabled a greater degree of self-service with self-help documents
made available to relevant customers.
“The watchword
with Vivantio is ease-of-use
and a passion to work with you
to make sure the system is meeting
your needs. The savings have also
been dramatic not only in terms of
service delivery productivity but
also in the elimination of
unnecessary service costs – the
system is so user friendly I can
perform changes myself, without
the need to call on Vivantio.”
Neil Davies, Service Delivery Manager, Allegis Group
Vivantio was formed in 2003 with the goal of developing new and innovative products for the service
management industry. Their multi-award winning service desk product VivaDesk helps organisations to
improve, automate and measure their customer service, help desk and ITSM operations. It is used by
some of the best known brands around the world and over 100,000 users every day.
Vivantio has offices in the UK and US, and strategic partners in Europe and Australia. The company
has been recognised as a pioneer in the field by industry analysts and continues to build on this
reputation with a team of service management experts and project managers committed to
providing a flexible and reliable service.
About Vivantio
United Kingdom+44 (0) 1934 424 840
25-31 Boulevard
Weston-super-Mare
BS23 1NX
Every day, organisations around the world use VivaDesk software
to support their customers.
North America+1 800 676 3185
One Gateway Center, Suite 607
Newton
MA 02458
Sign up for your free trial at vivadesk.com