BMS Service Desk
BMS Service Desk is an information system for automation of customer support and services management.
By applying BMS Service Desk you can effectively manage customer service work, manage incidents and customer requests, keep full equipment and software records, and build up a directory of services and agreements.
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The tasks performed by Service Desk:
Manage Сalls
• Reception and registration requests from clients
• Registration and classification appeals
• Binding of a new treatment for previously registered
• Auto Warranty according to contract
• Automatic calculation of the deadline for the execution of the application
• Automatic calculation of deadlines for each role
• Change the processing cycle treatment, depending on its category
• Automated appointment artist (routing applications)
• Distribution of access rights and the treatment operations, depending on the role of the artist
• Tracing the stages of processing treatment and control responsibilities
• Suspension of the application and allocation due date
• Customizable notification of staff on the progress of applications
• Control of excess deadline and notification management
• Creating and printing documentation
• Closure of treatment at the end of his treatment
• Storing the history of changes in treatment
• Search for the treatment of any of its properties
Managing Organizations and Contacts
• Keeping the client base of organizations and contact persons
• Creation of hierarchical relationships between organizations
• Separation of organizations into types (customer, supplier, its organization, etc.)
• Specify the order to organize contact information, personnel and contracts
• Include within the organization
• Formation of working groups of staff
Contract Management
• Include service contracts
• Communication with the contract agreements(SLA) and service equipment
• Identify conditions in each service agreement
• Formation of the calendar for a specific agreement
• Definition of security and the equipment supplier
• Ability to specify the specifications of the equipment serviced
• Control the timing of the contract
Configuration Management
• Consideration of configuration items, record CMDB
• Hierarchical classification of configuration items
• Conducting reference terminologies
• Tracking the status and storage KE
• Moving the warehouse and delivery equipment
• Storing the history of changes of each CI
• Ability to integrate the warehouse with 1C
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As well as: managing orders, establishing and monitoring visits, maintenance and tuning system directories.
Users choose BMS Service Desk because we have:
• Automated processing of technical support requests
• Convenient and flexible configuration system
• Easy and intuitive Web-based
• A tool to configure business processes
• Scalable system architecture
Automate the service desk, you will receive:
• availability of information on the treatment of all support staff;
• reducing the period of service incidents;
• improved procedures for tracking, escalation and appeals process;
• better information is available online on-line;
• «management» more information is available and accurate;
• eliminated loss, "forgetfulness" and duplication of information;
• quality use of qualified personnel.
Today BMS Service Desk is the software system designed for effective support of the customer’s IT infrastructure.
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BMS Help Desk Solution
