Give your users some RELIEF
Comprehensive WEB platform / Help Desk
Reorganize your technology support area
Our Advisors will be attentive to your requests!
Your company. Present at any time, from anywhere.
Centralize information to make the response more efficient
Adapt tickets to the advisors who truly correspond
Continuous improvement of IT services and other services in the company
You can have new users with online registration.
Real-time chat between Users and Advisors
Ticket handling from PCs or mobile devices, as well as remote access to equipment
We are flexible between ITIL and the best practices in the market.
Instant alerts and notifications for both users and advisors.
The system identifies between Problem, Incident or Requirement.
We are flexible between ITIL and the best practices in the market.
We filter queries according to your most frequented values, speeding up reports
Visualize and control your company
from a secure WEB platform
Your customized help desk!
We adapt to any business requirement by customizing the steps of your service model, making remote support more convenient. Efficient navigation in the interface speeds up response times; Aligned with the best ITSM and ITIL practices, we make a difference for your business management.
Components
WEB system for the total administration of the Systems Department
A CMS + CMDBs that allow to maintain and manage information for each object, person, area, location, document, process, among others. Custom-defined process processing to carry ITIL and non-ITIL processes needed by the business in the CMS. For example, incidents, problems, changes, requirements, knowledge. Internal processes for handling purchases, tenders, or change implementations. Processes to conduct health analysis of processes or SLA management. Processes to carry out process improvement CSI. Connection with other products to populate or query the CMDBs, or perform remote tasks such as remote control or software distribution.
Self service
The telephone service is decongested as users can now, through the web application or their mobile phones:
1. Request or report something to the help center - With a lot of flexibility and guidance, the customer is asked questions.
2. How's the solution going? - Allows online tracking of cases already reported.
3. Possible solutions - The user is informed of the workarounds they can use or let the support area handle.
4. Additional data - Each type of user request has a process and requests specific data. Data necessary for the process or for rating the service.
Management in
the processes of:
Incidents
Problems
Requirements
Events
Knowledge
Changes
Catalogs
SLA
Assets
Setting
News
Interactive reports
Engine, CMDBs and Database
Remote operations and support
Continuous improvement
Intuitive interfaces
Administration of computer equipment. ITIL processes and best practices
Organize the attention of your advisors by priority, taking into account the impact and urgency parameters inherent to each case.
Distinguish between business days and non-working days, applicable to customized calendars based on the specific conditions of each project.
Obtain online rating for each service provided. Users have the ability to rate each closed case, even request reviews, or keep the case open for reasons described online.
The service levels are established according to parameters such as the elapsed time for service restoration, attention groups, escalation procedures, and the percentage of time each group must dedicate to the service.
Three different ways for the user to find the category in the way that is most convenient for them: icons for services, sub-services, and most frequent cases, category-subcategory-detail structure, or searching by matching words in the descriptions of any case.
Number of incidents, resolution times, SLA compliance, cases by priority, service ratings, among others. Additionally, a comprehensive reporting application that allows for the generation of reports, queries, and indicators to measure, evaluate, and improve the management of the service desk.
Save time and effort. Ensure quality in service by documenting solutions and creating your own knowledge base. Documentation is provided separately in both user-friendly and technical language. Users can add any type of files, text, HTML, videos, images, among others. User ratings for self-help resources are maintained.
Users are kept informed at all times. They are automatically notified by the system when an advisor initiates assistance, enters new actions, or closes the case. Users can also add new information or additional comments to their cases.
Information for control and decision-making. Various dashboard graphs to manage the key indicators that measure the trends and health status of the service. KPI graphs that are automatically updated. Managerial graphs accessible from tablets or smartphones, with varying levels of depth.
Remote control
via the internet from Cellphone - Tablet - PC
using your
Discovery - Global licenses
Requirements
Server HW / SW
Operating System: Windows Server 2016/2019 or higher 32 or 64 bits with their corresponding updates.
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Processor from the Intel Xeon range or compatible with a speed of 3 GHz or higher (Higher recommended).
16 GB RAM memory (higher recommended).
Internet Explorer 10 or higher.
.NET Framework version: 4.5 or higher, depending on the operating system.
Features of .Net Framework 3.5 and 4.5.
WFC services.
Minimum free hard disk space of 20 GB.
Fixed IP address.
Internet connection.
IIS (Internet Information Services) installed and functional with the management console enabled. Role services for application development with ASP, CGI and Server Includes components installed.
Latest available version of Discovery installed and functional.
The Atis console requires IE 10 or IE 11, in addition to the Silverlight component, for its operation. If it is not installed when trying to open the Atis site, it will be requested to download and install it.
The ITHC site can be run from IE 10, IE 11 and IE Edge browser versions. It is possible to access the site through mobile device browsers.
Installation credentials: To install the software it is necessary to have Administrator credentials. Component installation for IIS requires access to the operating system installation media.
Database engine requirements
MicrosoftSQL. SQL Server 2016/2017/2019 or higher database engine in its different versions and editions. Microsoft SQL Server 2019 Express or latest version.
Upgrades
You must have up-to-date updates to both the operating system and the database engine.
Contact us for a comprehensive consultation
Simply efficient!
Other products
From resource management to process optimization, LeverIT offers multiple solutions for your company.
