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Frequently
Asked Questions:
Why Is IT
Helpdesk Important?
With the economic instability in recent
years, organisations in the public and private sectors have been
motivated to invest in their IT support infrastructure. This is
because improving the quality of IT support almost always provides a
dramatic boost in productivity across all areas of the
organisation. With most organisations continuing to
increase their investment in IT, an automated help desk can provide
a single point of contact and coordination for IT support services
and information across the entire organization. There is
also a growing demand for technical support brought on by
introduction of increasingly complex technologies, and it is evident
that complex applications are already impacting organisational
productivity. The costs involved in deploying IT are
high - figures of $50,000 (US Dollars) and more per desktop are often
quoted. An automated IT helpdesk is an excellent way to maximize an organizations
return on investment in technology and in the people
who use it.
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What Does SysMan
Do?
The SysMan IT Helpdesk & Facilities
Management system is a cost-effective application that automates an organizations
IT help desk, providing instant access to important
information, allowing you to solve more incidents at a faster rate
and with greater accuracy. SysMan will help you to
reduce your costs, provide a higher level of service, and increase
your organisation's overall profitability.
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How Does SysMan Save
Money?
SysMan IT Helpdesk & Facilities
Management eliminates the expensive and disruptive ad-hoc support
that usually occurs when people ask each other for technical
assistance. SysMan also helps minimise asset losses and
unnecessarily lengthy downtimes and service
outages.
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How Will SysMan Help
Improve Service Quality?
Automating helpdesk activities with
SysMan will enable you to ensure that technical issues are quickly
identified and assigned to the right experts - this will speed up
the overall response time. SysMan also helps you to simplify the
call reporting process and prevent requests from being
overlooked. SysMan IT Helpdesk & Facilities
Management also fits within an organization's requirements for ISO
9000 and is ideal for organizations seeking
compliance.
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How Will SysMan Help Our
End Users?
SysMan empower users to help themselves.
SysMan includes easy to use facilities through which end users
submit problems and obtain up to the minute status reports on all
outstanding calls (for that user). Users may also be
granted access to SysMan to query the database for existing
solutions to similar problems - a feature which enables them to
resolve their own problems immediately without contacting the help
desk. SysMan also includes triggers which can be set to
automatically inform end users of progress and provide information
in mailed status updates or print-outs.
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How
Will SysMan Help Our Technicians?
SysMan enables support groups and
analysts to accept, reassign, progress and monitor calls by support
area. Technicians have access to check lists of diagnostic questions
and previous solutions, and can search call histories for any open
or closed call using keyword and string searching.
Potential solutions to problems are easily identified and accessible
through full-text and query by example (QBE) searches.
Technicians will be able to handle more questions, answer them
faster and spend less time "re-inventing".
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How Will SysMan Improve
Workflow?
SysMan will help your
organization manage
the complex communication, workflow, and information issues facing
your support teams, end-users, managers and executives.
SysMan will help you to achieve improvements in efficiency,
accuracy, and communication at all stages through the support
process.
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Does SysMan Have A
Knowledge Base?
SysMan IT Helpdesk & Facilities
Management includes a powerful knowledge base facility which can be
used to identify previous solutions to problems and technical or
procedural issues. SysMan's consolidated knowledge base ensures
consistent, accurate answers. The information relating
to problems, solutions, procedures, and business issues is one of
your organization's most valuable assets. SysMan captures this
knowledge as it flows through your support operation, and collects
it in an easily accessed database. Valuable information that would
have been reliant upon people's memories, notes, scraps of paper,
obscure manuals and publications and files is available online where
it is needed and when it is needed. SysMan automatically
tracks information in your environment and knowledge is added
through the support process as people do their
jobs.
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Does SysMan Manage
Assets?
SysMan includes comprehensive IT asset
management facilities. IT assets including hardware, firmware and
software are tracked, as are upgrades and maintenance of
assets. SysMan tracks service histories and the progress
of external engineers on asset-related calls, provides information
about asset value and also tracks asset requisitioning and
purchasing activity.
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What About Call
Escalation?
SysMan includes an automated escalation
facility which enables quick and accurate activity
tracking.
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What About
Reporting?
The SysMan reports module provides
standard reports and a general purpose query and report generation
facility with which users can create custom reports with any
information in the database and output them to screen, file, or
printer. SysMan reports can be exported into most
popular desktop applications, reporting and analysis
tools.
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What About e-mail?
SysMan integrates with all of the
well-known e-mail packages and includes an e-mail facility for easy
submission of calls and requests.
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What About Intranet and
Internet Access?
SysMan includes web services
facilities
that enable authorised end users and technical support personnel to
access SysMan through their web browsers - from anywhere on your
Intranet or through your Internet gateway.
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What About Pagers?
SysMan connects with most pager and
beeper services.
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What About Costing
Data?
SysMan includes facilities with which
organizations can track time and costs associated with calls, record
research time and activities and accumulate all costs associated
with call management.
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What About Audit
Trail?
SysMan includes full audit trail features
throughout the entire system.
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What About The
Database?
The SysMan database is a corporate-wide
resource of vital data. SysMan works with both the Microsoft Access
and the Microsoft SQL Server database
management systems - its the customer's choice.
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What About
Customisation?
SysMan includes facilities for user
defined fields, the creation of custom service request templates and
the identification of mandatory data fields.
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What About
Scalability?
SysMan can be deployed as a single user
system, a multi-user departmental or an enterprise-wide help desk.
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Is SysMan Reliable?
SysMan is a reliable application which is
strong on data integrity and performance. SysMan can be deployed
using either Microsoft's
Access, MSDE or SQL Server as the underlying database management
system. Each has its own unique advantages, and all provide power and reliability and hide
complexities from users.
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Is SysMan Easy To
Use?
SysMan has a Microsoft Windows-based
graphical user interface and is as easy to use as most desktop
productivity tools. SysMan has proved itself capable of rapid
deployment for immediate productivity gains and will work with the
desktop applications, hardware and software you already have in
place. Functioning for a single user, for a department
or for multiple locations around the world, SysMan has an
easy-to-use, button-driven interface that ensures accurate
information capture and reduces training. SysMan ships
with an example database to help you ensure that you are in
production as soon as possible.
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Couldn't We Develop One
Ourselves?
You will need a development team that
includes engineers and designers with significant IT help desk and
facilities management experience, skilled Windows systems and
application programmers, systems testing and documentation
specialists. You will also need to allocate resources for ongoing
maintenance and enhancement of the resultant system.
However, if you do not want to fund a team of experts to develop and
maintain your system, and if you do not want to spend months
designing, programming, prototyping, and testing your support system
- try SysMan. You can be fully operational in a matter
of hours.
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Who Else Uses
SysMan?
Many
different organisations in the public and private sectors use
SysMan, including:
- Local, State and Federal
Government
- Banks & Financial Institutions
- Mining &
Resources Companies
- Hospitals & Healthcare
Organizations
- Retailers
- Manufacturers
- Professional
Practices
- Hotels & Entertainment
Organizations
- Security,
Defence and Police Forces
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Where Can I Get
SysMan?
You can download
a free, fully functional SysMan test drive here.
And you can order SysMan here.
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What Support Is
Available?
Coral Sea Software provides a
fixed cost annual maintenance service for
SysMan users.
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