Error Management And Helpdesk
Professional error management and helpdesk
The quick management and solution of error alerts and helpdesk needs is a vitally important goal in every company. Continuous monitoring of incoming requests and continuous data collection help define target areas in terms of business, technology, human resources, policy, and procedure development in order to improve efficiency and service standards. Our integrated module provides an efficient digital answer to all of these challenges.
Main features of the module
Five reasons for the implementation
- A reporting interface arranged by type supports quick submission and the recording of relevant information
- The procedure support can be flexibly tailored to the needs of the organization from the report of the need to its completion
- A sophisticated report system adapted to management needs: measuring SLA service levels, workload, etc.
- The continuous analysis of the database built from submissions is supported to identify areas of development
- Task distribution can be automated and it is differentiated based on workload and professional knowledge
Main functions
- A simple, web-based submission interface:
- It can be divided into service types
- Change management through individual processes
- Service calls with individual forms
- Building up processes related to organizations:
- Error reception, evaluation, reproduction, error verification
- Error assigned to developer, engineer, or maintenance colleague
- Electronic error analysis, further information requests from the reporter
- Error solution, solution verification, and documentation
- Feedback to the error reporter
- Automated escalation
- Pull and Push-type task distribution
- Workload and knowledge-based task distribution
- Service structure:
- Client/SLA, Client/key user
- Client access, escalations
- Service abstract based on contract
- Statistics:
- Measurement and analysis of error reports
- SLA measurement
- 6 Sigma analysis