The effective management of software problems and incidents can have a direct impact on how well applications are maintained over their life span.
A solution that works in tandem with your corporate change management processes will provide many benefits, such as ease of control, seamless workflow, and audit compliance.
TURNOVER® Helpdesk ensures effective end-to-end incident tracking and reporting. The system optimizes technical support efficiency by combining a full-service IT helpdesk with mobile-friendly browser-based end user self-service.
End users get a fast and easy way to find answers to their own technical questions, enter requests, track the progress of their issues, all while on the move. Meanwhile, your IT staff can invest their time in more challenging and higher priority issues.
Features
Effective problem and incident management with a full-service IT helpdesk and browser-based end user self-service.
Full-service IT helpdesk
Increase helpdesk productivity and efficiency with expedient root-cause problem determination.
Browser-based end user self-service
Simplify helpdesk processes with corporate-wide issue logging and tracking for your end users.
Unified knowledge base
Improve end user self-sufficiency with easy access to issues that are already reported and answered.
Customizable interface
Align browser-based styling with your corporate standards for a consistent website, intranet, and extranet presence.
Workflow support
Enhance communication with automatic email notifications at key stages of your incident workflow.
Email messaging
Ensure your deadlines are consistently met using escalation rules that prioritize incidents.
Service level escalations
Ensure your deadlines are consistently met using escalation rules that prioritize incidents.
Time tracking
Pinpoint problem areas, identify training requirements, and document billable time.
Audit compliance
Preserve the details of every incident for historical analysis and to aid painless audits.
