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Organised Information
Every step in the process, every reaction can be captured and is available for every new contact with a client. This improves the quality of reaction from the Service Desk and therefore the degree of satisfaction from both sides. Information also doesn’t get lost anymore. Staff and management know the status of a call at a glance.
More complex problems must be dealt with by specialist on the second service tier. The automatic forwarding system not only conveys the request but also checks whether all requests are processed promptly.
Emailed requests are forwarded directly to Spider Service Desk using the mail function. Should a request remain unprocessed for an unacceptably long period of time, a reminder is put in the mailbox of the person responsible. When and how this is to be done can be set for each type of request.
Spider Service Desk combines data from different sources. The staff’s core data can be imported from Spider Asset or any other tool. The data for a workstation, the hardware and software installed there, the configuration as well as the cost centres originate from Spider Asset.
Should a component be defective the guarantee information is available in the linked Spider Contract. The contracts manager supplies the details on Service Level Arrangements ( SLA’s). Expenses and changes in configuration are entered directly into Spider Asset so that the subsequent cost account can be produced on a central data base.
If integration with Spider Purchase, for example, on completion of an order a ticket “Purchase” and “Installation” is generated. This means that the Service desk staffer gets his instructions from one source. He obtains the equipment and the licenses and passes the job on to Installation. All completed tasks are automatically reversed by the IT asset management program Spider Asset. The compiled information in Spider Service Desk makes communication between service department and consumer easier. The result is effective solutions, short waiting periods, better quality of solution. Since the costs are captured uniformly the account for services is accepted more readily. The Service Desk gets what it wants: Service| Processes aid reliability |
Especially at the service desk many staff members are working on permanent tasks. First and second level support pass on orders to the technical department in a co-ordinated manner. Clearly defined processes with strong control mechanisms, such as for example the follow-up, ensure that no queries are lost. |
Cost Accounting |
Expenses arising from service should be accounted for in a clearly structured bill. While for one service the costs are covered centrally other costs are directly allocated to the workstation and thus to the department. |
