Key Features

IT Service Desk

• Incident Management: Manage, prioritize and track tickets on a single dashboard. Leverage a knowledge base to improve service quality by providing solutions to problems and incidents instantly. 
• SLA Management: Tailor and create SLA policies for employees with set expectations. Pre-defined automation rules will either automate ticket escalation or send notifications for SLA breaches. 
• Self-Service Portal: Allows employees to directly raise tickets from the support portal and track their progress. Customize it to provide team-based options that assist employees with self-service. 

ITSM

• Problem Management: Reports and analysis help identify problems through the comparison of the past and present problems, delivering appropriate solutions. View events leading up to a problem and reach the root cause of the problem. 
• Task Management: Divide projects into simple tasks and sub-tasks, assign them on a single dashboard, and view the progress of each task on an activity log. Manage time-bound tasks through an automated notification system that prioritizes tasks based on impact and urgency. 
• Service Catalogue: Helps employees search and navigate to the exact service needed by providing a view of the service options visible to end users. Simplify the request fulfilment process, get insights into service availability. and auto-assign agents and approval workflows. 

IT Asset Management

• Contract Management: Saves the details of contracts and sends alerts before the expiration of any contract through contract schedules. Single system of contract records enables creating an automated workflow for approvals. Keeps track of activation and deactivation of approved contracts. 
• Inventory Management: This tool makes it easy to:
  • Keep track of all software, hardware, digital assets, virtual assets and more to ensure efficient use of assets.
  • Avoid unnecessary asset purchase by re-using available assets and resources.
  • Provide real-time data and reduce manual entry of information of the assets through different phases.
  • Automate periodic updates of all the assets to avoid any last-minute expenses.
• Asset Management: Manage and track assets that include all software and hardware elements, from the time of procurement till the point of disposal. View all the available asset information with a single click. Reduce risk costs of building new projects without proper back up, assets or planning. 

Reporting

• Reports: Access predefined and custom reports on changes, assets and tasks, with real-time data displayed using interactive visualizations. Ask queries through the natural language querying engine. 

Limitations

•  Changes made in the software take time to be implemented. 
•  Limited report customization. 
•  Difficult to navigate between different options. 
•  Price is on the higher end. 

Suite Support