Service Desk manages maintenance in facility management organisations.

Having a maintenance request management system avoids the risk of losing customers’ requests, confusing their priorities, and having unsatisfied customers who often find themselves in trouble or experience delays in getting their problems fixed. Inevitably, a situation of chaos in request management also leads to unsatisfied technical support staff.

In the maintenance management process, service companies need a specific system that allows their simple, fast and correct annotation and constant tracking in all its phases.

Efficient and controlled ticket management

TESIS Service Desk is a service request management system that allows one to have information constantly available to quickly direct assistance to the appropriate technical personnel.

TESIS Service Desk allows one to check the state of progress, a work carried out, the quality of the service provided and compliance with what customers expect or what is required by agreements with external service providers.

Four of its main features

Versatility and configurability
With its powerful configuration capability, Tesis Service Desk facilitates the organisation and standardisation of the flow of customer service request, even in complex companies consisting in several locations, subsidiaries, and both domestic and foreign sites.

Quick integration with other technical services
Tesis integrates with Active Directory and LDAP to enable rapid user identification. Through an automatic email system, Tesis allows simple communication with customers, both in opening tickets and in communicating the state of their progress. Tesis can be integrated with accounting management programmes, optimising administrative processes as well, including, for example, the issuing of service invoices.

High customisation
Tesis Service Desk is able to scan and read the company’s standard ticket management process and adapt to it. In just a few quick steps, the process is visualized in Tesis and the various users are immediately rendered active.

User-friendliness
Thanks to the user friendliness, it is possible to collect data in real time, to quickly share the necessary information and to objectively visualized the quality of the work carried out by the technicians, both in terms of speed of response and prompt problem resolution.

Tesis Service Desk features

Request Management

TESIS Service Desk’s main feature is the management of maintenance requests, and within that process, the ability to see a accurate and constantly updated status of the requests being handled and managed by one’s own organisation becomes essential. Through TESIS Service Desk, every technician or maintenance technician can enter, edit and process one’s own maintenance action, guaranteeing real-time data management.

Management of Technical Activities

With TESIS Service Desk, it is possible to track and manage all activities carried out by technicians or maintenance engineers, from the installation of new assets to their replacement, as well as regular, extraordinary and scheduled maintenance work.

Task Queue Management

Each support organisation sorts maintenance tickets according to criteria for viewing and searching their best management. The request list in TESIS Service Desk is highly customisable and may be adapted to the needs of the service operators who use it. It is possible to insert customised filters, change sorting, hide columns and create display macros for teams and groups or individual maintenance personnel.

Activity and resource planning

With TESIS Service desk it is possible to plan tasks and assignments in the agenda of technicians or maintenance personnel. Each operator sees and manages his or her own agenda and the manager can have an overview of the assignments and workloads of his or her team or the entire organisation.

Service levels expected by customers

In maintenance management, it is essential that each individual has an understanding of the commitments made and planned in advance with customers in order to meet the needs and keep up the standards of the technical IT department. Therefore, in TESIS Service Desk it is possible to define expected customer wait times, so that during service management it is clear what the technician and the entire organisation is expected to deal with.

Organisational representation

In TESIS Service Desk it is possible to define the organisational structure of each customer by identifying the individual elements involved. It is possible to visualize the headquarters of branches located at different addresses and sites, contacts, telephone numbers, e-mail, etc. All tickets recorded and managed are appropriately executed in the organisation’s geography in order to always have evidence of the interlocutor with whom one interacts and how to distribute the operational cost incurred among the various departments or corporate entities.

Assets

Maintenance involving customers’ assets, whether premises, facilities and plants or parts thereof, is a daily activity that technicians have to manage. Through networking and the presence of TESIS Asset manager, it is possible to link the ticket to the assets being serviced and ensure that the nature of aforesaid is evident and available throughout the maintenance process, as well as always allowing to track the activity history of the asset.

Service contracts

Frequently, customers make use of service contracts to ensure that every element of the facility is always maintained in good working order and condition,in order to allow the continuity of services so that in the case of problems, breakdowns or similar issue, there is an efficient and effective service to resolve it. The contract and the general data, associated with each asset can be called up; and a complete control and management of the contract is provided by the Tesis Contract Manager module. During ticket maintenance management it is possible to have evidence of the commitments undertaken with customers and also to send out requests quickly, even automatically, to the maintenance technicians who will have to intervene. Contract management includes warranties, various types of assistance, scheduled and periodic maintenance contracts, etc.

Organisation of assistance centres

Maintenance providers can have complex and articulated structures. The elements of which these are composed can be represented in terms of roles, skill stes and teams or work groups. This allows maintenance orders to be accurately forwarded to the appropriate group or service provider. By splitting up visibility, technicians can only visualize the maintenance requests that belong to them, reducing the possibility of error and operational stress.

Email integration

In companies, e-mail is the most widely used tool, and support office frequently allows their customers to request assistance through e-mail. At the same time, it is convenient for customers who generated request to receive feedback from technicians by email. TESIS Service Desk integrates with email through Email Agent module which automate receiving, opening and replying to customers via e-mail Communication history via e-mail is stored and always available within tickets.

Service Level Agreement

Service level agreements is a widely used term in service organisations and beyond. Metrics for measuring for expected and offered services are entered and defined through this concept of service-level agrrements. Every staff member handling tickets must be aware of these expected waiting levels in order to ensure the appropriate commitment and set the right priorities. In TESIS Service Desk, a sophisticated management of service levels is available, which are assigned in a general or specific way according to requested activity and serviced asset.

Suppliers and technical advisers

Service companies regularly use external suppliers, who are often subcontracted. The above-said are often involved in ticket management processes and tickets can be assigned to these external subjects for processing or resolution. One may add to TESIS Service Desk the external personnel to be in charge of service processes and always have a record of one’ s workloads and resolution timings. Assignment can be performed in a manual and controlled manner or by automating it with appropriate rules. The control process also covers the monitoring of activities that lead to the payment authorization of invoices from suppliers and consultants.

Multilingua

TESIS allows the management of a built-in dictionary that enables multilingual management. Service companies operating in a multi-country environment may have the advantage of choosing the proper language to interface with their customers.

Process Management

Assistance requests are often organised in various phases in order to understand who is involved in their management and the status of the requests at any time. Assignments, acceptance of orders, jobs awaiting approval, pending acceptance are some of the request statuses Several processes can be represented on TESIS Service Desk, which can be divided into their own separate progress stages. Each activity requested can have its own process attributed to it. Assistance technicians and managers can constantly measure the efficiency and effectiveness of the organisation, service teams and individual resources.

Reporting

The interpretation of data to assess trends and phenomena is crucial for assistance organisations. All these organisations have their own data and phenomena to evaluate and measure. In this regard, TESIS Service Desk responds with a reporting capability that allows appropriately trained operators to schedule data extractions and make certain that these are automatically carried out and addressed to specific operators.

Maintenance of the assets

Through maintenance activities managed with TESIS Service Desk, all installation and decommissioning activities, replacement of components and insertion of new parts are controlled. Each activity performed on the asset is checked through specific processes managed by service request tickets.

Multi-company

As a multi company and Service Desk, TESIS allows the centralised management of the receipt of tickets within the module by distinguishing, where required, all the information of the various companies in the group, which will then be able to manage the requests. Therefore, it is possible to have a centralised help desk and separate management for more than one company in the group into a single Tesis installation.

As a result, more effective interventions and higher quality delivered

INTEGRATION

As Tesis interfaces with one organisation, it integrates with existing processes and information systems.

CUSTOMISATION

Tesis comes with a high level of customisation, adapting to your organisation a model and service category.

VERSATILITY

Tesis can be used in local and wide area networks by leveraging modern web platforms

How can you make your IT organisation dynamic and efficient?

By managing and monitoring activities through TESIS, IT team collaboration is optimised, enabling the team to enjoy efficient communication and agile operations, regardless of where its members are. With the use of smartphones and tablets in the internet, managers can assess trends and intervene at any time and from any place.

Further advantages for your organisation

Compliance with ITIL best practice reccomendations
Skills mapping

Tasks and the assignment of activities are subdivided
Skills mapping
Users are alerted to a acceptance of tickets
Evidence of work progress is provided

Monitoring of external suppliers
Contact and process automatisation
Machine learning and continuous improvement
Resource optimisation