TESIS is a Technical Support Information System:

the right tool for Technical Services Companies and Service organizations

TESIS is the specific software for the effective management of technical support services and processes.

Within the complex and fast-paced process of ticket management, organizations that provide technical support services need a comprehensive system that allows their proper, simple and quick registration in addition to the constant tracking of all the characteristic steps of ticket management.

Companies who do not use a maintenance management system run the risk of organisational chaos, the unsatisfied technicians and, more importantly, the customers, who often find themselves pressed for their demands or have their requests fulfilled in a timeframe that is not in accordance with their level of importance.

Tesis is a ticket management system that allows information to be constantly available to enable:
– Quickly direct requests for assistance to the appropriate figures on the support team
– monitor the progress
– check the work done
– view the quality of service provided
– check compliance in meeting customers’ expectations or what was requested in the budgeted agreements.

Tesis is the tool to ensure that the service management process is as efficient and controlled as possible.

Tesis is an application suite the core of which is the Service Desk. Tesis allows the entire cycle of the ticket management process to be monitored and the information collected to be transformed into a rich database of experiences useful for improving service processes. The Service Desk is the tool, as well as the intelligence that controls the process of managing tickets, their proper assignment, takeover, and operational sequence of conduct, even if one has to use outside suppliers.

The comprehensive and efficient Ticket Management process in Support and Service processes

Versatility

TESIS is well suited for managing tickets that are forwarded to the support team by various customers, and it does this through a powerful configuration feature. Through TESIS, even complex business entities consisting of several branches or subsidiaries in the territory, both domestic and foreign, can rely on the standardization and organization of their service flows.

TESIS also makes it possible to manage all activity scenarios of a service department, whether on issues in specific assets, hardware and software, or of specific work order or project activities.

Since it is possible to have customized support from its creators and maintain TESIS over time, it is possible to be assured of the most efficient and effective use of the tool to manage all the activities characteristic of a technical support compan

Integration

TESIS can integrate with Active Directory and enterprise LDAP to enable quick user recognition.

Through an email interface, TESIS also allows easy communication with customers, both in opening tickets and in reporting the tickets’ progress. Notifications and alarms from customers’ devices can be delivered to assistance operators via a simple automated email.

TESIS can be integrated with accounting management software whenever necessary, optimizing administrative processes as well, including, for example, invoicing proposals and materials procurement.

Customization and Usability

With its configuration feature, TESIS can capture 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 different operators immediately become the main actors. The benefits and advantages are numerous and immediate: a single source where all tickets are collected, managed, and managed; a single work tool to manage all service activities of the technical team; a single knowledge base and quality assessment of the work performed.

TESIS can be accessed easily and quickly through a Web Browser and, through highly configurable profiles, allows information to be shared among the various levels of the company to improve communication and support the company in making decisions in the various approval steps. User-friendliness allows the data to be collected in real time, the necessary information to be quickly shared with colleagues, and the quality of the work performed, both by in-house technical operators and subcontracted suppliers, to be objectively represented in terms of both speed of response and problem solving.

As a result, more effective interventions and higher quality delivered

The modularity of the TESIS suite

TESIS is an integrated and combined suite of software modules

designed to meet the specific requirements of service delivery companies.

INTEGRATION

As Tesis plugs into your programme, it integrates with existing processes and information systems.

CUSTOMISATION

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

COMPLETE CYCLE

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

TESIS Service Desk

With the TESIS Service Desk, you can monitor the entire cycle of the ticket management process, from assignment, to taking charge, to the operational sequence of execution, to using the data for process improvement.

Go to Tesis Service Desk

TESIS Project Manager

TESIS Project manager allows the order and project activities to be management by eventually sharing technical assistance resources, both internal and external.

Go to Tesis Project Manager

TESIS Customer Portal

In order to enable the efficient opening and communication of tickets, there is TESIS Customer Portal, the customer portal through which customers can access and view their service requests

Go to Tesis Customer Portal

As a result, more effective interventions and higher quality delivered

TESIS Email Agent

TESIS Email Agentis the TESIS module that enables integration with the email. Through a simple email, a customer or business user can open a ticket to your Service Desk.

Go to Tesis Email Agent

TESIS Mobile

Designed specifically for the IT organisation’s technical resources, TESIS Mobile keeps the technical resource in constant contact with the IT team through a simplified interface.

Go to Tesis Mobile

TESIS Knowledgebase

TESIS Knowledge Base is an excellent search engine for retrieving essential data. It provides the entire service with the shared knowledge base to increase operational effectiveness.

Go to Tesis Knowledgebase

As a result, more effective interventions and higher quality delivered

TESIS Connect

TESIS Connect is the integration module for external applications. Provides a set of features to facilitate integration with existing systems within Service organizations this consists of a set of functions that facilitate integration with existing systems within the Service and in the company, speeding up the initial start-up process and reducing the technical integration burden.

Go to Tesis Connect

TESIS Suppliers

TESIS Suppliers is the management module for dealing with suppliers. Through TESIS Suppliers, the information of existing contracts, performance and expected performance of individual professionals or supplier companies will be available within Service management processes.

Go to Tesis Suppliers

TESIS Asset Manager

TESIS Asset Manager is a TESIS module dedicated to asset management within IT Governance.

TESIS Asset Manager can support Service operators in controlling the IT, hardware, and software assets used and enables Service Desk processes compatible with ITIL practices.

Go to Tesis Asset Manager

As a result, more effective interventions and higher quality delivered

TESIS Warehouse

Tesis Warehouse Manager is the software module for managing storages within IT organisations. It is fully integrated into the Tesis package and allows information to be used for complete management of companies’ assets.

Go to Tesis Warehouse Manager

TESIS Reporting & Dashboard

Modules for data analysis with summary representations of trends.

You can find all the indicators you need in a single display, giving you an overview of your activities.

Go to Tesis Reporting & Dashboard

As a result, more effective interventions and higher quality delivered

The advantages of a modular system

Using the TESIS modularity from the Service Desk, it is possible to acquire only what is needed at the moment. There is no point buying what is not needed, but if the necessity arises, it can always be added later alongside the modules already installed.

  • Continuous improvement driven by data

  • Real-time information to bridge competency GAP

  • The power to represent one’s organisation

  • Skills mapping, division of tasks, assignment of activities

  • Asset optimisation tool

  • Contact and process automation tool

  • Full supplier monitoring

  • No licence limit on IT users

  • Constantly improving software

  • Guidance and direct support at all stages of the project over time

Do you want to learn more about the benefits of Tesis for your organization?

Let’s talk about it