Tel: +27 83 6354488
Mail: sdinfo @ 1servicedesk.com


Principle of Operation

Used by Facilities Management; IT support, Outsourced Call Centres, Engineering support, and more.

1ServiceDesk (1SD) is a web-based Incident Management tool which can be used by your clients to submit requests for support. Your support teams are automatically notified, and use the Service Desk to add feedback, and communicate with the client. 1SD is hosted on a dedicated SQL Server database, on a secure, fast Internet site.

 

 

A possible sequence of events:

1) Your client in Toronto experiences a problem with the product or service that you have supplied.
2) He logs on to 1servicedesk.com/yourcompany.asp, and submits the problem.
3) The Service Desk system (1servicedesk.com) will allocate the Incident to your support team in Cape Town, in accordance with the category and urgency of the problem.
4) 1servicedesk.com automatically sends out email and text alerts.
5) Your support technician will log in, open the Incident, and attend to it.
6) The client and the technician will use the system for communication, status changes, and to keep an audit trail of activity.
7) Once resolved, the Incident is closed off in the Service Desk system, but the history is kept for reporting purposes.
8) The client and your support management can draw statistical reporting on whether agreed service levels are being met. (SLA management)

 

Price

The only fee payable is a monthly license fee. No charge for setup, customisation, etc. This is a site license which caters for unlimited users. Furthermore, we don't tie you into a lengthy contract - you may leave our service at any point, with a copy of all your data.
We will customize the system unique to your required look and feel. That includes your logo and branding, and unique fields that currently may not be available on the system

Setup

The Service Desk consists of a core application which can be immediately implemented, and up and running in minutes. However we like to create the initial admin configuration for you, which includes adding users, categories etc. We also take a day or so to brand the site for you, with your company logo, etc.

Unlike many other alternatives out there, to use 1ServiceDesk, you do not need to install local software. Its purely web driven. Not just for the workaholics who check the Incident reports from the beach in Thailand, but for simplicity, centralisation, and flexibility

Contract

We bill monthly in advance, and don't sign you in to a cancellation clause. You can cancel anytime.

Because 1ServiceDesk is web based, you don't need to carry any additional cost for the SQL server database, or any other software. We truly support the Cloud model, also known as the SaaS model. (Software as a service).

 

The Incident Management Process

This is the basic (ITIL-Aligned) Incident Management Process supported by 1SD. This version includes support for Problem Management, Request Fulfilment, and Change Management. Integration to a Service Catalogue, and to a CMDB will also be supported at a later stage

 

Global GSM Integration

1ServiceDesk can be used in an automated installation. There are many many uses for the concept of equipment or machinery being able to automatically create incidents directly onto a web-based Service Desk. This is a key capability of 1SD. Furthermore, the system allows a "return path" so that you can not only receive a message from the machine, you can use 1SD to send an instruction back to the machine.

See the example below:
 

ONE:
A water tank on an unattended farm reaches close to maximum capacity, and must not be allowed to reach maximum. In this case, a solar powered GSM device connected to a ball valve in the tank will send a text message to the 1SD server. This message is processed, and entered into 1SD as an incident. This, in turn will initiate the necessary alerts, and the matter can be attended to.

TWO

The farm manager may decide that the emergency release valve at the bottom of the tank needs to be opened for a minute. Using 1SD, he is able to initiate a message which is sent back to the GSM device on the tank, which opens an electronically opened valve for 1 minute. Thus the issue is remotely resolved.

 

Receive Incidents initiated by a machine

1ServiceDesk is integrated into the cellphone GSM network. What this means is that with the purchase of a small GSM device, any machine or equipment can submit it's own entry into the system. An example is when the water level on a remote farm dam reaches capacity, it can submit an incident to the system. There is also the facility for the system to send a message back to the device on the farm, and activate equipment. For example, turn the pump on

 

Receive Incidents initiated by a server

1SD accepts incoming http messages from web-connected PC's or servers. You application simply needs to launch a simple batch file which we give you, and this submits an entry into 1SD. A typical example could be anytime a certain error is encountered on an application. 1SD will then accept that incident, automatically allocate it to the given resource, and send alert email messages

 

Create Incidents / entries via self-service

You may choose to give limited system access to your customers. They can then submit incidents directly on-line themselves. They can also view reports and track progress on incidents they have submitted, thus reducing Phone-in time

1ServiceDesk accepts various methods of submitting incidents into the system:

 

Some Screen snapshots from 1Servicedesk:

 

Set SLA levels and alerts

As the administrator of your implementation of 1SD, you can set set the SLA targets required. Different SLA levels can be set for each client you support.

You can also, per client, set email and text message alerts to be sent out, depending on client and severity of incident

Add your own users

As the administrator of your own 1SD implementation, you can add users and set their levels of system access. For example you can give your clients limited access to be able to submit incidents and view basic reports. And you can give your own support users full access.

Add categories

1 Service Desk allows you to add your own users, categories, SLA limits, etc. You can also select who will receive text and email alerts. You have total control over the Service Desk, creating distinct client groups, resolver groups, and setting constraints on who is allowed to see what

Field Chooser

A set of standard as well as additional fields can be set in your admin control panel according to your needs

Business Rules

1 Service Desk will automatically allocate incidents to the right people within pre-defined resolver groups. In your admin control panel, you can setup who the default resolver group and support resource will be depending on which client group submits the incident.

Create a new Service Request / enter new call into the system

 

Update the Service Request / Call information