Loc8 Help Desk Features
People, Process and Policy Control Smartpath's Loc8 Help-Desk is a powerful, Information Technology Infrastructure Library (ITIL) based and easy to use software solution that can be used by all corporate, large and small to medium sized (SMB) businesses as well as service providers who provide services to multiple customers. 1. Contract Based Service
Level (SLA) Management | | 2. Incident Status
Automation
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| 1. SLA Management
Contract based SLA definitions for complete control
2. Incident Status Controls
Automated time and notification functions based on status and contracts 3. Contact Management
Update contacts easily at any stage of the incident process 4. Asset Management
Seamless integration with Loc8's Asset Management features Click image for more detail |
3. Contact Communication
and Management
| | 4. Integrated Asset
Management
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Most SMBs use modest email-based IT Support systems, but as they grow, and as service requests increase, the quality of service (QOS) reduces dramatically. IT support moves into fire fighting mode, resolving the increasing amount of requests just to avoid service failure. Without a robust Help-Desk solution, there is no facility to proactively identify and resolve problems before they impact on the larger business and its services which, without action, could cause the business to cease operating and incur potentially large revenue losses. The Loc8 Help-Desk provides a centralised and extremely powerful solution to IT service support so that each incident and problem is analysed to determine its root cause to prevent similar problems in the future.
Growing SMBs with an expanding IT environment often struggle to provide uninterrupted IT services to users. Larger organisations need to adopt a standards-based solution to handle their IT services.
Automation to Improve Customer Service
1. Flexible Queue
Structure
| | 2. Visual SLA
Controls and Reminders
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| 1. Flexible Queues
Group incidents by Queues that make sense in your business
2. Visual SLA Controls
Easy to see traffic light controls to highlight SLA status 3. Quick Updates
Manage all communications keeping an audit trail of emails, conversations and notes 4. Quick Preview Panels
With Loc8's preview mode you can find the information you need instantly Click image for more detail |
3. Fast Information
Updates
| | 4. Quick Preview
Panels
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Loc8 can assist corporate, large and SMB organisation IT support staff to control the IT environment and provide uninterrupted quality of service.
Loc8 is a feature-rich Help-Desk solution. Some of Loc8's features include:
- Built for the Web application (Web 2.0)
- Call tracking
- Queue management in easy to read ‘snap-shot' style
- Management of multiple customers through one Help-Desk solution
- Automated Work-Flow
- Highly scalable to manage hundreds of thousands of incidents and assets
- Powerful escalation features
- Automatic alerting
- Suitable for small workgroups or a large number of users
- Incident and problem management
- Configuration and change management
- SLA and contract management
- Powerful, included reports presented in a ‘Dashboard' management style
- Integrated PDA application for work order management
- Integrated Asset Management to allow linking of incidents to assets.
Smartpath's Loc8 Help-Desk solution is available in various, flexible license or hosting packages to ensure it is affordable to every business. Contact our team for more information.
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