Enter and handle tickets efficiently
Valuemation helps the IT service desk control and carry out all support activities with ITIL®-based processes.
- Entry of incident reports, general inquiries or service requests
- Ticket creation by self-service, e-mail, SMS, event monitoring or interface
- Automatic classification and routing of tickets
- Handling and resolution of tickets on the basis of the concluded service level agreements (SLAs)
- Transparent presentation of and feedback on the processing status
Offer your end users outstanding self service
The integrated self-service solution pools all services and information of an IT service provider for end users in a single channel.
- Input and tracking of the status of tickets (incidents and service requests)
- Automatic searches in the knowledge base
- Notifications of known Incidents from IT
- Communication by Support Chat
Assist Support Staff in Field Service
- An overview of all relevant information, such as the status of current tickets, important messages or personal tasks
- System-related information is linked directly with the ticket and is also available in offline mode
- Mobile entry of new tickets with step-by-step instructions and use of preset fields
- Add extra information (such as screenshots or system information) in the desktop application as an attachment to the ticket.
Use existing knowledge for troubleshooting
The integrated knowledge base supports knowledge transfer within the IT help desk and increases the first call resolution rate.
- Provision of up-to-date, quality-assured knowledge
- Configurable document types, such as troubleshooting, instructions, checklist, etc.
- Automatic attachment of used solutions to tickets
Measure and optimize service performance
The integrated IT analytics solution supports process owners in monitoring and optimizing ITIL® processes on the basis of KPIs.
- Role-based, interactive dashboards provide information on the current status.
- Ad-hoc analyses by means of self-service BI support problem analysis.
- Predefined IT key performance indicators mean you can start using the solution right away, without the need for a costly, time-consuming BI project.
- Available adapters enable rapid integration with numerous data sources.
Modules for the IT Help Desk
Specialist articles and white papers on the subject of IT Service Management
The top 20 software vendors for IT and enterprise service management
Objectives, functions and benefits of the Valuemation help desk modules
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