Yes, service management can be used by any department that offers internal services. For example, Facilities Management could use the system so employees can open service tickets to fix furniture, while HR can use the platform to share knowledge and deploy onboarding automations.
Yes, users can create internal IT tasks and add new call tasks to the system. Tasks can be either recurring or one-time tasks, and users can create dependent tasks.
Our platform includes a number of standard reports and dashboards. Users can easily create or customize new reports and dashboards to meet the needs of their team and organization, as well as reuse those reports when needed or publish reports for other internal or external stakeholders.
One of the most powerful uses of any service management suite is the ability to automate repetitive tasks. Our platform fully supports the development of automations like setting up a new server, onboarding new employees, or adding permissions to a system.
Yes, our system tracks the actual time spent resolving issues, regardless of the time zones where the requests and work take place. It takes working days and working hours from around the globe to accurately calculate SLA compliance.
Yes, our software has been certified for Incident Management, Request Fulfillment, Change Management, and Problem Management by Pink Elephant.
Our platform supports incident creation through email, the self-service portal, chatbot or live chat, keyword searching, mobile device and through a help desk agent.
Yes, our platform tracks all KPIs and shares the data through dashboards and reports. Analytics include SLA violations and KPIs for each module, as well as user-defined customized reports. Additionally, users can deploy automations to send out scheduled reports, and email them to individuals or groups.
The platform includes complex flows with steps and dependencies. For example, an employee onboarding workflow might look like this:
1. HR notifies IT that a new employee was hired
2. IT team creates new Active Directory Account and preps new workstation
3. Facilities management is notified to set up office space
4. Once office space is assigned, telephone and internet connections are set up.
Workflows can be fully automated, including all dependencies.
Our platforms support both live human chat and chatbots.
Our platform has a full self-service platform. Users can report issues through the platform, or search the knowledge base to try and resolve any issues on their own.
Our platform has a searchable database to assist help desk agents in resolving issues and to empower users to resolve their own issues. The knowledge base can integrate with any third-party knowledge base with an open API.