VI Service Desk 4.0 Free download

Features at a Glance
¢Fully Web and Notes Client enabled
¢End User Self Help Interface
¢Custom Personal Settings Analyst and Manager Home Page
¢Discussion Board for informal exchange of ideas and solutions
¢Pre-Approved Knowledge Base for both End Users and Analyst/Managers
¢Bi-directional Correspondence Communication between User and Analyst
¢Fully documented Audit Trails on all forms
¢Auto Assignment Rules based on Ticket Category and Location
¢Multi-level Category creation with view filtering based on location
¢Auto-Task Assignment of Task Set Templates
¢Ad Hoc Reporting to create virtually any report
¢Export any view, chart - report to Excel for increased portability
¢Distribute news, updates via bulletins company wide or departmentally
¢Automatically gather your networks hardware and software information
¢Dynamically pull information from Active Directory
¢Configure auto-notification/progress updates to End Users
¢Auto-Escalate based on a wide variety of business rules
¢Send out warning notifications that a Ticket is endanger of being Escalated
¢Set up Service Level Agreements for VIP(s)
¢Associate similar tickets for quicker resolution
¢Specify x and y-axis parameters for robust Excel Chart Reporting
¢Enter Ticket and Asset Work History
¢Set automatic email reminders for special tickets
¢Put a ticket ˜On-hold™ while waiting for information
¢All VI Service Desk emails can be replied to and sent back to point of origination
¢Make the VI Service Desk a Mail-in database and assignment criteria when auto-creating tickets
¢Allow users to create tickets from their Notes Mail
¢Store all IT related documentation within the Knowledge Library
¢Send Custom Surveys to groups of your choice
¢Track Software Licensing and see when you need to re-order
¢Create custom Approval Workflows for special change requests
¢Create external Service Level Agreements for Vendors
¢Generate reports based on Ticket Priority against pre-set benchmarks