Reducing IT costs
Use ITIL as basis to solve in short time based on experience, improve customer satisfaction and lower operating costs
Increased Quality and Decrease Risk
The quality of service is the most important to have satisfied users
Improved Decision Making
Given the clear KPI indicators in the provision of the service, the improvements will be every day
Increased Productivity
The databases of knowledge and connection to contact centers to radically improve productivity
Your Use your CRM as a ITIL tool
is an ITIL-based IT Service Management solution designed and built with industry best practices and real-world customers in mind. Centered on a powerful business process automation engine, including Incident and Problem Managemen, Knowledge Management, Organization and Contact Management, and more. With the tight integration of Service Desk tools, the ability to manage the entirety of your IT operations is automatically simplified through the use of intelligently designed features. Alloy Navigator allows you to manage the complex interrelationships, notifications, SLAs, Complex Desition trees.
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Smart ITSM:
If we recognize the growing dependency in the IT areas for the fulfillment of the strategic objectives, then this dependency implies a higher quality of IT services. Therefore, quality must align with the business objectives and the needs of the users, which leads us to a paradigm shift: it areas must change their vision of device managers to IT service administrators.
It is precisely in that an IT service is delivered to users through a set of boxes (technology), people who handle the boxes (people) and instructions and relationships between them (processes). That is why the IT area must understand that what it administers and gives to its users is IT services, not devices. The challenge is to achieve the efficient integration of people, processes and technology for better management of IT services, optimizing the use of resources and constantly improving service levels.
Smart ITSM version 2.0 is oriented to cover the ITIL SERVICE OPERATION cycle or incident management, has an advanced platform integrated with the elements to keep users connected by multichannel to the technology area services, Platform that can be implemented according to the need of the service
Available Worldwide, Enterprise version only LATAM and Spain - Spanish and English
Basic
Incident Management
Incident management is a process area pertaining to the management of information technology services. The first objective of incident management is to recover the usual level of operation of the service and minimize the negative impact on the organization as much as possible so that the quality of service and availability are maintained. Incidents that cannot be quickly resolved by the user support team are assigned to a technical support team specialist. The resolution of the incident must be executed as soon as possible to restore the service quickly.
Requirements
DYNAMICS 365 ONLINE or ONPREMISE TEAM MEMBER LICENSE FOR USER
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Professional
Portals and Documents
Connect users from the Internet, from standard bootstrap portals, to create, edit, and track incidents, evaluate the service with customized, targeted surveys. Add intelligence with structured document management integrated with Share Point, prioritize documents, keep the physical and digital file up to date, manage the expiration dates of the documents.
Requirements
DYNAMICS 365 ONLINE or ONPREMISE TEAM MEMBER LICENSE FOR USER
SHARE POINT any version
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Enterprise
Advanced Integration
Integrate your help desk with the back office systems such as ERP, payroll, contracts, insurance systems, to have a single information infrastructure and employees, around each case. Dynamics 365 will be the repository of all the valuable information when making decisions. Integrations with other systems will be easy to build, without the need for experts and with the ease you need a functional without technical knowledge. It is based on Smart 365 that can integrate databases, ERP, Web services, JSON, among others. This easily integrate its predictive calls, INBOUND and OUTBOUND contact center, with systems of telephony such as Audara, Astetrix, Avaya, Nortel and others, so that the help desk can give immediate response to each request.
Requirements
DYNAMICS 365 ONLINE or ONPREMISE TEAM MEMBER LICENSE FOR USER
SHARE POINT any version, SMART 365 any version
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