TESIS Service Desk is the TESIS specific module

for ticket management in technical support organizations.

In the ticket management process, service companies need a specific system that allows their simple, fast and correct registration and constant tracking of the ticket at all stages.

Tesis Service Desk is the process intelligence and allows the entire ticket management cycle to be monitored, from assignment, to intake, to the operational unfolding sequence, and enables the collected information to be converted into a database full of 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
With its powerful configuration capability, Tesis Service Desk facilitates the organisation and standardisation of customer service request flows, even in complex companies consisting of several locations, subsidiaries, both domestic and foreign.

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 their progress. Tesis can be integrated with accounting management, also optimising administrative processes, including, for example, the issuing of service invoices.

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

Tesis Service Desk features

Ticket management

The main Tesis Service Desk feature is ticket management, in which, it is essential to be able to see an always proper and up-to-date situation of the support tickets in charge and managed by one’ s IT organization. Through Tesis Service Desk, any IT operator can enter, edit and process their own tickets, ensuring real-time data management.

Technical Activities Management

Incident, change, and service management activities in accordance with the ITIL standard are required of each technical organization. With Tesis Service Desk, it is possible to track and manage all the activities performed by technicians, from the installations of new hardware or software and their replacement, to service delivery activities, rather than recording and managing various types of system activities.

Task Queue Management

Each service organization categorizes tickets according to display and search criteria useful for their better management. In Tesis Service Desk, the ticket list is highly customizable and adaptable to the needs of the service operators who need to use it. Customizable filters can be inserted, ordering changed, columns hidden, and view macros created for teams, operator groups, or individual operators.

Process Management

Tickets are often structured through various stages that enable users to know who is involved in their management and the status they are in at any given time. Assignments, take-over, awaiting approval, pending acceptance are some of the ticket statuses. On Tesis Service Desk several processes can be represented, divided into their own progress stages. To each required activity can be assigned its own process. Technical IT operators in charge of the ticket can constantly measure the efficiency and effectiveness of the organization, teams and individual resources.

Asset management

A daily activity that technicians must manage is the support involving company assets, whether these are software or hardware. 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 status of these is evident and available throughout the maintenance process, as well as always being able to track the activity history of the asset.

Service contract management

Service contracts are often used by customers to ensure that hardware is always kept functioning and in good condition in order to enable business continuity, and that in the case of software problems, the possibility of using an efficient and effective service for its resolution is provided. It is possible to indicate the contract and general data of the contract on each business asset; a complete control and management of the contract is assigned to the Tesis Contract Manager module. During ticket management, it is possible to have record of commitments made to suppliers and quickly, even automatically, divert the ticket to the technicians who will need to take action. Contract management covers warranties, various types of assistance, hourly or ticket contracts, etc.

Activity and resource planning

Tesis Service desk can be used to plan activities and commitments within technicians’ agendas. Each operator views and manages its own schedule, and the manager can have an overall view of the commitments and workloads of the team or the entire organization.

Service levels expected by customers

During ticket management, it is essential that each operator has a clear understanding of what commitments have been made and predetermined with the user in order to meet their needs and the standards of the technical department. Therefore, in Tesis Service Desk it is possible to define expected user times, so that it is clear during ticket management the goal of the technician has to deal.

Organisation representation

In Tesis, you can define your organizational reality by identifying its component elements. It is possible to represent plant locations spread across different addresses and locations, their component departments, cost and competence centers, telephone and e-mail references, etc. All recorded and managed tickets are appropriately positioned in the organisation’s geography represented in order to always have evidence of the interlocutor with whom one interfaces and how to distribute the operational burdens incurred among the various departments or corporate entities.

Organisation of assistance centres

Service organizations can have complex and elaborate structures. Their component elements can be represented in terms of roles, competencies and teams. Thus, the ticket can be forwarded exactly to the right group or technician. Sharing the visibility, technicians can see only the tickets that they are responsible for, lessening the possibility of error and operational stress.

Mail integration

In business, e-mail is the most widely used tool, and support frequently allows its customers to request assistance through e-mail. It is convenient at the same time to ensure that the customer who generated the request can receive feedback from the technicians by email. TESIS Service Desk integrates with the Email Agent module automated receiving, opening and replying to customers via e-mail The communication history via e-mail is stored and always available within the ticket.

Service Level Agreement

Service level agreements, is a term widely used in service organisations and beyond. Metrics for measuring the expected and offered services are entered and defined through this concept. Every operator handling tickets must be aware of these expected 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 per requested activity and serviced asset.

Suppliers and technical advisers

Service companies are regularly using external, often subcontracted, suppliers. These are often involved in ticket management processes and tickets can be assigned to these external entities for processing or resolution. It is possible to enter on TESIS Service Desk the external entities that are involved in the service processes and always have a record of their workloads and resolution times. The assignment can be performed in a manual and controlled manner or by automating it with appropriate rules. In addition, the control process extends to the monitoring of activities that contribute to the authorisation of invoice payments by suppliers and consultants.

Multilingual

TESIS allows the management of a buitl-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.

ITIL

TESIS Service Desk follows the instructions of ITIL best practices ITIL Ver. 3.0

As a result, more effective interventions and higher quality delivered

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.

VERSATILITY

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

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.

Further advantages for your organisation

Multilingual
Multi-company
Compliance with ITIL best practice
Skills mapping

Tasks and assignment of activities
Skills mapping
Notice of ticket booking
Evidence of work progress

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