Intelligence for service ticket management

In the process of ticket management, IT organisations need a specific system that allows for the simple, quick and proper registration and constant tracking of tickets at all stages.

TESIS Service Desk is process intelligence and allows the entire ticket management process cycle to be monitored, from assignment, to acceptance, to the operational sequence of execution, and enables the information collected to be transformed into a database enriched with useful experiences to improve service processes.

a single collection, management and control point for tickets

a single work tool for asset management

a statistical basis for assessment of the work performed

Four of its main features

Versatility and configurability
Tesis Service Desk features a powerful configuration capability and facilitates the organisation and standardisation of service request flows from various company departments to IT, even in complex companies consisting of several sites, branches, both domestic and foreign.

Quick integration with other IT services
Tesis integrates with Active Directory and LDAP and allows rapid recognition of users and departments that contact IT organisation. Through an automatic email system, Tesis allows easy communication with users, whether opening tickets or reporting on their progress. Tesis can be integrated with the accounting management system, also streamlining administrative processes, including, for example, approvals of supplier invoices for tickets managed by them or by IT consultants.

High customisation
Tesis Service Desk is able to scan and read the company’s typical ticket management process and adapt to it. In just a few quick steps, the process is represented within Tesis and the various users immediately become the main actors.

User-friendliness allows data collection in real time, the rapid sharing of necessary information, and an objective representation of the quality of work performed, both by IT operators and consultants, whether in terms of speed of response or problem resolution.

Tesis Service Desk features

How to make your IT organisation dynamic and efficient?

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

Altri vantaggi concreti per la tua organizzazione

  • Multi lingua

  • Multi azienda

  • Rispetto delle best practice ITIL

  • Mappatura delle competenze

  • Suddivisione di compiti e assegnazione delle attività

  • Mappatura delle competenze

  • Evidenza della presa in carico del ticket

  • Evidenza dello stato di avanzamento dei lavori

  • Monitoraggio dei fornitori esterni

  • Automatizzazione dei contatti e dei processi

  • Machine learning e miglioramento continuo

  • Ottimizzazione delle risorse

How to develop an efficient ticket management process? Contact us