Processes and features

These are the main Service Management processes that HelpdeskAdvanced 10 use to support companies in a flexible and proactive management of the Service LifeCycle governance.

Incident Management

Manages a series of processes aimed at restoring the specific service where a problem has been identified as quickly as possible. The incidents detected via web Portal (TouchPortal) by email, telephone or chat, are allocated to the relevant operator, and are then analysed, resolved and monitored making sure that the disrupted service levels are restored to optimal conditions.

Problem Management

Problem Management is the process responsible for analysis and resolution of incident causes. It develops reactive and proactive activities to prevent future or current incidents thanks to a fast diagnosis when incidents occur.

Change Management

Thanks to BrainBusiness, the process automation engine, Change Management activates the flows responsible for managing a change request, that is: the qualification, registration and taking charge of the request; the correlation between assets and change; the control of the impacts that the request has on the business; approval and planning of change implementation.

Service Catalogue

Contains accurate and detailed information on the services already offered within the organization, specifying their status, availability and correlation with assets.

Service Request

Provides unified solutions for the management of any aspects of service requests, connecting Service Catalogue functions and Service desk functions with BrainBusiness, the process automation engine.

Asset Management

Governs the IMAC process (Install – Move – Add – Change) and therefore the Asset Lifecycle management through the acquisition and management of information relating to assets and their life cycle, to stock status, location, configuration and allocation of assets to corporate users, contracts, maintenance, associated guarantees, resolution and archiving.

Configuration Management Database (CMDB)

Helpdeskadvanced10’s CMDB (Configuration Management Database) graphically displays all the information related to the CI (Configuration Items), that is, assets (sw and hd); resources (internal and external); services and the interactions between them.
The process helps the company to control CI localization, its allocation to specific individuals and related services, and the effects that disruptions or malfunctions can have on the CI itself.

PowerFinder

Allows companies to improve their decision-making quality thanks to the availability of information and data which is always up-to-date and reliable. The PowerFinder engine carries out searches within the knowledgebase, which provides useful content to resolve tickets, to obtain updates on any service disruption that have an impact on business, and to gain real-time infrastructural information.

Service Level Management

It controls and oversees the service objectives agreed with the customer and prepares information and data needed to monitor the achievement of these objectives.
Helpdeskadvanced10 manages the following concepts:

  • Service Level Agreement (SLA), a contract between a network service provider and a customer specifying responsibilities and objectives for both parties to ensure the level and timing of the service agreed.
  • Operational Level Agreement (OLA), a contract that defines how various IT departments within a company plan to deliver the services they are responsible for. The Operational Level Agreement must consider the objectives set out in the SLA, in order to ensure service levels and proper support.

Activities Planner

Helpdeskadvanced 10 allows the management of projects and resources involved. Thanks to the new Activity & Resources Planner, processes, projects and related tasks can be managed through a Gantt chart which associates every activity or task to the resources connected to the project.

TouchPortal

Touchportal is the web portal that allows the end user to interact easily and quickly with the IT Staff using a user-friendly graphic interface. More collaboration and more interaction in a self-service mode to improve the User Experience and to give more autonomy to the end-user.

BrainBusiness

BrainBusiness, the “engine” driving Helpdeskadvanced10, is the instrument of Business Process Management capable of designing, organizing and automating ITSM key processes with obvious benefits in terms of performance, cost reduction and flexibility with respect to the changing needs of IT and of the business.
Brainbusiness allows to design, organize, monitor and automate the processes involved in the provision of IT services, reducing the human resources’ workload, optimizing their productivity and increasing control over their activities.
More information on BrainBusiness

Add On

Thanks to dynamic and customizable dashboards, Plus is able to visualize the analysis and the performance indicators (KPI) of the ITSM processes. The representation of service levels, activities managed and completed, key data and information to be monitored, occurs both in real-time and asynchronous mode.

The Business Analysis solution, based on Qlikview, analyze the processes and the trend of your business with accurate information and show performance and evolutions of the ITSM processes.
The integration of BIPlus with HelpdeskAdvanced will guarantee an optimized strategy in the provision of service support.
More information on BiPlus 

Live Chat Support provides first level assistance in real time, proactively dialoguing with users both through real and virtual operators, thanks to NLP technology able to understand the natural language of interlocutors.
Engagent activates management processes and rules and ticket routing therefore automating the resolution of first level incidents, reducing costs and speeding up resolution times.
More information on Engagent 

BrainInteractive is built around a core application that manages the knowledge base (content, rules, and actions) and dialogue dynamics via the semantic engine. It controls the whole dialogue flow in cross-channel mode integrating the existing infrastructures and governing actions and data.
It is possible to control channels for self-service (IVR, SMS, Virtual Assistant) in order to decrease the support costs but maintaining a high-quality service.
More information on BrainInteractive