ITIL Service Management Software
"ITIL implementation is largely influenced by the perception, motives and attitudes of those involved." Service Futures Group
Supportworks ITSM provides the 'Human Touch', putting people at the heart of ITIL. It makes processes transparent, so helping to overcome the common barriers to successful adoption.
Service Desk Software with the Human Touch
- Service operatives have a better understanding of the roles and responsibilities of their customers, thanks to an interface with contextual information that is relevant for every customer interaction.
- Customers receive quality service, on their terms, via SelfService and from service analysts who are better informed.
- Administrators benefit from streamlined, visual tools contributing to a faster and more successful adoption of best practice across the organisation.
A picture speaks a thousand words
The image gallery below shows how Supportworks ITSM presents information in an accessible, non-technical way to the service desk analysts and business users alike. Browse the images and see if you can identify with the application, click any image to enlarge
Supportworks ITSM - A ready-to-go solution
Supportworks ITSM provides the optimum combination of business process automation, functionality and flexibility, delivering a comprehensive ITIL-compatible solution that satisfies most IT service management requirements out of the box.
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ITIL Service & Support |
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Incident Management |
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Problem Management |
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Change Management |
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Configuration Management |
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Service Level Management |
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Availability Management |
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Release Management |
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ITIL Compatible Software - PinkVerify™ Service Support Enhanced
Pink Elephant Inc, a leading global resource for ITIL best-practice consulting and education, has certified Supportworks ITSM in accordance with its PinkVerify™ programme. Supportworks ITSM achieved the very highest-level certification status available: ITIL Service Support Enhanced. Supportworks complies fully with the requirements of all seven functional process areas set out by the programme.
Fast and easy to deploy
Built on Supportworks ESP (Enterprise Support Platform), Supportworks ITSM allows the customer to pick and choose the elements of the solution required to meet precise needs. Supportworks ITSM provides fully-integrated processes and templates that enable rapid adoption of Incident, Problem, Change, Configuration, Availability, Release and Service Level Management. For organisations that do not wish to adopt all of these disciplines immediately, they can simply be 'switched off,' and 'switched on' again when the organisation is ready for full adoption.
Fast and easy to configure
Unlike other IT Service Management solutions that rigidly support only ITIL processes, Supportworks ITSM is non-prescriptive and can be configured to meet additional business processes not strictly defined by ITIL, providing ultimate flexibility. Hornbill's pre-packed application templates provide a starting point that significantly reduces configuration effort. In addition, Supportworks does not require specialist programming skills to configure. A series of wizards and drag-and-drop design environments greatly simplifies configuration, allowing any competent IT professional to modify the application without specialist knowledge.
Are you just preparing for ITIL?
If you intend to adopt ITIL in the future but are not quite ready to take that step, and need a future-proof solution now, you should consider deploying the Supportworks IT Helpdesk software. This is easy to deploy, is based on the same platform, and can be used as a 'stepping stone' whilst the organization develops its ITIL processes. Migration to Supportworks ITSM in the future is simply a matter of installing our ITSM configuration when you are ready for ITIL best practice adoption.
Want to know more?
Please refer to the resources on the right hand side of this page.
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