IT Service Manager Highlights

Our Solutions - Your Success

Fast Incident Creating

Create a new incident take less than 5 seconds with searching, auto fulfilment and templates.

Increase First Call

Resolution Rate

With Known Error Database and FAQ guideline from problem and incident management including knowledge articles, the issue can be fixed in the first call.

Skill Matching

When an incident occurs, the system can help to assign and dispatch technicians which are available and with the correct skill set to solve the incident.

Geo Tagging

Provide Geo-location tagging to locate current location with distance of engineer on field, number of incident on-hands, skill set and assignment ability.

3 SLA Measurement

Measure 3 SLA index including response time, on site time, resolve time for each incident.

Support 24x7 Hours and Business Hours SLA

Not only defining SLA either 24x7 or business hour for each service but also defining holidays. Our internal clock will stop an incident’s clock if it is non-working hour.

Parent-Child Update

Supports parent-child incidents and enables update of status and work logs from the parent incident to all child incidents. This can greatly reduce the time taken for updating incidents.Skill MatchingWhen an incident occurs, the system can help to assign and dispatch technicians which are available and with the correct skill set to solve the incident.

Satisfaction Survey and KPI

Send URL to user to assess satisfaction after incident is closed. User can rate how much they feel and impress with recent service. With satisfaction survey report, IT manager will know how user feel their technician and service quality which can be used as KPI based line.