IT Help Desk Software, IT Help Desk, Service Desk Software, ITIL Service Management Software

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A fresh approach to service management • IT Help Desk • IT Service Management • Human Resources/Payroll • Facilities Management • Operations • Customer Service Call us today 01275 240500 or sign-up online www.citrusservicedesk.com GET A FREE TRIAL

description

Making the choice of the IT Help Desk brings refinement in your service desk tasks, and eventually makes the teams (s) more responsive. All technical issues related to the service desk are addressed instantly.

Transcript of IT Help Desk Software, IT Help Desk, Service Desk Software, ITIL Service Management Software

Page 1: IT Help Desk Software, IT Help Desk, Service Desk Software, ITIL Service Management Software

A fresh approach to service management• IT Help Desk• IT Service Management• Human Resources/Payroll• Facilities Management• Operations• Customer Service

Call us today

01275 240500or sign-up onlinewww.citrusservicedesk.com

GET A FREE TRIAL

15 Middle Bridge Business ParkPortishead, BristolBS20 6PN

Email: [email protected]

What our customers say...At first we were sceptical with it being a new product, but we have worked with the team at SimpliSys before and find the service we receive second to none, the product looked good and did everything we needed it to so we gave it a go, I’m pleased to say it has paid off!

Darren Evans, Managing Director at Masters Golf

Call us today

01275 240500or sign-up onlinewww.citrusservicedesk.com

GET A FREE TRIAL

Top 10 business reasons for purchasing Citrus Service Desk software1. Improve customer relations and retention rates

2. Transfer business practices from reactive to pro-active

3. Increase the number of calls completed at first contact

4. Increase number of calls logged with the same amount of front line staff

5. Spot trends and identify issues with real time statistics

6. Monitor key performance indicators within the teams in real time

7. Have a clear view of where and when resources need to be allocated

8. Reduction in cost and effort needed to resolve repeat problems

9. Assist in budget planning, making decisions based on real cost analysis

10. Underpin ITIL Best Practise operating procedures

5083 Citrus SD Brochure_6.indd 1-2 02/04/2012 15:00

Page 2: IT Help Desk Software, IT Help Desk, Service Desk Software, ITIL Service Management Software

Our commitment to you• Form a lasting business Relationship

• Understand your Requirements

• Configure Solution

• Deliver software on time to specification and within budget

• Provide on-going first class support, service and training

Get a free trial | Sign-up online www.citrusservicedesk.comRequest more information | Call: 01275 240500

Real statistics in real time Map working practices with workflowIncrease incidents closed at first contact Be Pro-active with problems not re-active

Service management made easy…Adopt Industry Best Practice (ITIL) with an intuitive, easy to use service management suite available as a hosted service (SaaS) or on-premise installation.

Citrus service desk can be easily configured and licenced to deliver customer requirements, whether it is a central service desk that is required aligning working practices across multiple operational departments or a work group solution for IT, supporting internal or external customers, HR, Facilities or Customer Service, Citrus Service Desk is for you.

Citrus Service desk is suitable for all size companies from small teams to large, enterprise size teams and everything in between! With its ease of customisation Citrus will allow you to easily get the system you want at a price you can afford.

We pride ourselves on providing the best service to our customers so you can provide the best service to yours.

What our customers say...Thanks to the adoption of Citrus Service Desk, we are now able to provide a world class support service to our customers. Citrus Service Desks intuitive nature makes it very easy to use, we have seen a definite increase in the amount of calls we are now able to close at first contact with the same number of staff!

Tony Jenkins, Sales Director Callagenix Ltd.

Dynamic DashboardView current statistics of the service desk in real time. Spot an issue and navigate to it from the dashboard.

Incident ManagementIncident manager allows you to quickly and easily record incidents that arise, take ownership of the incident, assign tasks, monitor progress and keep those who are affected by the incident up to date with system notifications automatically ensuring agreed service levels are met.

Problem ManagementWorking seamlessly with incident and change management, all problems are managed to resolution with ‘workarounds’ being published for known errors, driving early resolutions. Front line staff are aware of known problems and offered possible resolutions at first contact.

Change ManagementCitrus Change Management ensures all changes are assessed, approved, implemented and reviewed in a controlled manner with workflows to minimise the impact of change-related incident/problem upon service quality. On completion all originating incidents/problems linked to the change request can be closed.

Task ManagementTask Management allows support staff to retain ownership of an incident, problem or change while passing tasks to colleagues or third parties to action. When allocating tasks, owners can set due date, schedule date and duration to ensure that multiple tasks are completed in a timely manner and the original incident is closed within the service level to the callers’ complete satisfaction.

CMDB (Configuration Management Database) Citrus CMDB incorporates asset and service as separate entities. Asset manager facilitates the creation of asset types e.g. Hardware, Software or Maintenance contracts etc. A full audit trail is generated recording incident history. Service management enables linking assets to services and facilitates easy global service announcements to users of that service.

Contact Management All contact details are readily available, you are able to add a new caller on the fly and feed contact details from third party systems like LDAP and HR systems. Contact management incorporates contacts, clients and locations, one or all three can be designated as VIP.

Knowledge base Citrus dynamic knowledge base is intuitive and will suggest possible knowledge articles at the point of logging an incident, increasing the number of calls being dealt with at first contact.

Self Service The web self-service gives customers the chance to view, update and log new incident/problem/change without burdening support staff with calls. The self-service portal will display client specific articles and reports that have been published. Customer Satisfaction SurveysFind out what your customers are really thinking about the service you provide. Improve communications and customer satisfaction allowing you to provide a truly first class service.

5083 Citrus SD Brochure_6.indd 3-4 02/04/2012 15:00

Page 3: IT Help Desk Software, IT Help Desk, Service Desk Software, ITIL Service Management Software

Our commitment to you• Form a lasting business Relationship

• Understand your Requirements

• Configure Solution

• Deliver software on time to specification and within budget

• Provide on-going first class support, service and training

Get a free trial | Sign-up online www.citrusservicedesk.comRequest more information | Call: 01275 240500

Real statistics in real time Map working practices with workflowIncrease incidents closed at first contact Be Pro-active with problems not re-active

Service management made easy…Adopt Industry Best Practice (ITIL) with an intuitive, easy to use service management suite available as a hosted service (SaaS) or on-premise installation.

Citrus service desk can be easily configured and licenced to deliver customer requirements, whether it is a central service desk that is required aligning working practices across multiple operational departments or a work group solution for IT, supporting internal or external customers, HR, Facilities or Customer Service, Citrus Service Desk is for you.

Citrus Service desk is suitable for all size companies from small teams to large, enterprise size teams and everything in between! With its ease of customisation Citrus will allow you to easily get the system you want at a price you can afford.

We pride ourselves on providing the best service to our customers so you can provide the best service to yours.

What our customers say...Thanks to the adoption of Citrus Service Desk, we are now able to provide a world class support service to our customers. Citrus Service Desks intuitive nature makes it very easy to use, we have seen a definite increase in the amount of calls we are now able to close at first contact with the same number of staff!

Tony Jenkins, Sales Director Callagenix Ltd.

Dynamic DashboardView current statistics of the service desk in real time. Spot an issue and navigate to it from the dashboard.

Incident ManagementIncident manager allows you to quickly and easily record incidents that arise, take ownership of the incident, assign tasks, monitor progress and keep those who are affected by the incident up to date with system notifications automatically ensuring agreed service levels are met.

Problem ManagementWorking seamlessly with incident and change management, all problems are managed to resolution with ‘workarounds’ being published for known errors, driving early resolutions. Front line staff are aware of known problems and offered possible resolutions at first contact.

Change ManagementCitrus Change Management ensures all changes are assessed, approved, implemented and reviewed in a controlled manner with workflows to minimise the impact of change-related incident/problem upon service quality. On completion all originating incidents/problems linked to the change request can be closed.

Task ManagementTask Management allows support staff to retain ownership of an incident, problem or change while passing tasks to colleagues or third parties to action. When allocating tasks, owners can set due date, schedule date and duration to ensure that multiple tasks are completed in a timely manner and the original incident is closed within the service level to the callers’ complete satisfaction.

CMDB (Configuration Management Database) Citrus CMDB incorporates asset and service as separate entities. Asset manager facilitates the creation of asset types e.g. Hardware, Software or Maintenance contracts etc. A full audit trail is generated recording incident history. Service management enables linking assets to services and facilitates easy global service announcements to users of that service.

Contact Management All contact details are readily available, you are able to add a new caller on the fly and feed contact details from third party systems like LDAP and HR systems. Contact management incorporates contacts, clients and locations, one or all three can be designated as VIP.

Knowledge base Citrus dynamic knowledge base is intuitive and will suggest possible knowledge articles at the point of logging an incident, increasing the number of calls being dealt with at first contact.

Self Service The web self-service gives customers the chance to view, update and log new incident/problem/change without burdening support staff with calls. The self-service portal will display client specific articles and reports that have been published. Customer Satisfaction SurveysFind out what your customers are really thinking about the service you provide. Improve communications and customer satisfaction allowing you to provide a truly first class service.

5083 Citrus SD Brochure_6.indd 3-4 02/04/2012 15:00

Page 4: IT Help Desk Software, IT Help Desk, Service Desk Software, ITIL Service Management Software

A fresh approach to service management• IT Help Desk• IT Service Management• Human Resources/Payroll• Facilities Management• Operations• Customer Service

Call us today

01275 240500or sign-up onlinewww.citrusservicedesk.com

GET A FREE TRIAL

15 Middle Bridge Business ParkPortishead, BristolBS20 6PN

Email: [email protected]

What our customers say...At first we were sceptical with it being a new product, but we have worked with the team at SimpliSys before and find the service we receive second to none, the product looked good and did everything we needed it to so we gave it a go, I’m pleased to say it has paid off!

Darren Evans, Managing Director at Masters Golf

Call us today

01275 240500or sign-up onlinewww.citrusservicedesk.com

GET A FREE TRIAL

Top 10 business reasons for purchasing Citrus Service Desk software1. Improve customer relations and retention rates

2. Transfer business practices from reactive to pro-active

3. Increase the number of calls completed at first contact

4. Increase number of calls logged with the same amount of front line staff

5. Spot trends and identify issues with real time statistics

6. Monitor key performance indicators within the teams in real time

7. Have a clear view of where and when resources need to be allocated

8. Reduction in cost and effort needed to resolve repeat problems

9. Assist in budget planning, making decisions based on real cost analysis

10. Underpin ITIL Best Practise operating procedures

5083 Citrus SD Brochure_6.indd 1-2 02/04/2012 15:00