Using the right tools for your
organization's help desk
Service Level Agreements, Escalation Triggers/Rules, Analyst/Group Profiles can be
easily interchanged and associated in virtually any manner. For example; if you would like to associate
Analyst or Analyst Group assignments with a specific Problem or Service Ticket Category, this can be
accomplished effortlessly by implementing a Service Level Agreement. The example to the right displays a
Service
Level Agreement which has been configured to automatically assign Field Engineers group if a ticket has
been submitted for General PC Support/New Hire Workstation. Furthermore, Escalation Triggers can be
associated with Service Level Agreements to pro-actively manage and help quickly resolve a ticket based on
Problem/Service Category, Priority/Severity, Important or Special Needs Clients, keywords and much
more.
|
Flexible and Powerful Reporting to help justify pro-active measures
Pro-active measures based on accurately reported metrics is crucial in allocating your
technical resources in an efficient and cost saving manner. The VI Service Desk provides a number of
High Level Charts which track trends and help find any bottle necks that need to be addressed. Once a
particular pattern is discovered, you can extract the specifics of the data you are looking for
via the Ad Hoc Report tool.
| 
