Service Desk

Solution “Webzavod Service Desk 2.0” developed on the platform Microsoft SharePoint Server/Foundation is intended to automate submission, assignment and fulfilment of users’ claims in the framework of technical support.

The solution is developed according to all the rules of ITIL methodology and allows to structure the business processes of inner technical support and the key indicators of access level agreement, which allows the technical support team to serve the claims of inner users with maximum speed and competence, and to perform the routine maintenance of IT services.

• Receiving the users’ claims through portal or e-mail;
• Knowledge base of resolved cases;
• Assignment of a person responsible for a particular claim, including automatical assignment;  
• Claim status monitoring;
• User’s confirmation that the works in connection with the claim have been performed;
• Sending notifications on the actions taken in connection with the claim.

• Integration with other Microsoft products and services (Active Directory, Lync Server, Exchange Server)
• Easy procedure of claim submission by a user and the possibility to monitor the status of own claims;  
• Decreased time for claims processing;
• Decreased staff and equipment downtime;  
• Management of personnel load;
• Personalizing report templates for the managers.

The solution allows to formalize interaction between the company staff and the IT department.

In this solution the adjustment of support level is provided, that is the time for claims processing and fulfilment, in accordance with the IT team size and requirements. 

Analysis of claims received by technical support allows to identify the most problematic areas in the company infrastructure.