Service Desk

ITIL v3 certified

Incident,- Problem- & 

Change Mangement

SLA Management
Service Desk
 

Matrix42 Service Desk

A friendly, well-organized customer service is the flagship of every company. As the IT department’s central point of contact, the helpdesk ensures user productivity. As a matter of course, the processes are ITIL-based, well-documented and historicized. The ITIL V3 certified Matrix42 Service Desk is completely integrated with the Service Catalog and related processes. The ticket automatically includes all information from contract, asset and license management to allow the service staff to make fast decisions and take efficient action.

  • Easy collection of tickets and correct assignment to the service staff in charge
  • Routine jobs are performed directly with the ticket through standard workflows due to integration with administrative tools such as Microsoft Active Directory or the Matrix42 Service Catalog
  • ITIL v3-based problem and change management
  • SLA monitoring: Automatic prioritization of incidents, response time monitoring, initiation of escalation levels and notifications to the correct persons
  • Detailed reporting with sustainable KPIs
  • Automatic documentation and history
  • Efficient remote maintenance of PCs and service via Matrix42 Remote Control
  • Automatic collection of work hours as basis for cost allocation
  • Integration of e-mail and telephone systems

Benefits

  • ITIL V3 certified helpdesk solution
  • Higher service quality through faster problem resolution times
  • Automated standard workflows for routine jobs
  • Knowledgebase for end-user and 1st-level support
  • Seamlessly integrated service portal with basket and standard approval processes 
  • Standard interfaces with technical, business and organizational systems
  • Maximum degree of customization combined with update protection
  • Savings through remote control

Details
 
Download Flyer Service Desk Core Functions Potential Savings
Screenshots

Fast initiation for frequently used processes

With the quick start option of the Service Desk, frequently used jobs can be initiated with one click. Your employees get a quick orientation and can create their own quick starts to optimize their workflows.

Incident Recording

The Service Desk supports all job processing steps. Clearly structured masks display all relevant information at a glance and can be customized to address individual requirements.

Service Time Profiles

Use these flexible options for service-level agreements with your customers to define various service levels, delivery times and target values. Such service time profiles are especially useful for individualizing international environments.

SLC Details Reports

Use the service-level management option to not miss any tickets. It provides live monitoring and escalation features and also comprehensive reports for a detailed analysis of the degree of performance and the agreed service levels.

First Shot Rate Report

The Matrix42 Service Desk gives you perfect control over your helpdesk. Comprehensive standard reports allow for a detailed, ITIL-based analysis of all activities. Simply create your own individual reports in case the standard reports do not address all of your requirements.

Clearly structured service portal

Provide your customers with an easy-to-use service portal where they can actively retrieve information on the progress and status of activities or important news at any time. The optional service catalog allows you to offer all additional IT services and deliverables in a well-designed web shop.

Knowledgebase for your customers

Let your customers and users help themselves! Expose all of your knowledge to reduce the number of new tickets.