POB Service Desk Management

Product Description

POB Service Desk Management (SDM) enables you to receive, enter, manage and solve incidents, calls and problems. POB also helps you to improve and control the knowledge base of both support staff and users, ensuring fast and effective problem solving. POB can easily be integrated into your existing IT environment using Web, PDAs, CTI, MS Outlook, Lotus Notes, System Management, etc.

Benefits to the User

Service Desk consultants will be equipped with the graphical tool they need to manage all calls to the customer support centre. They will be able to access the complete knowledge base, speeding up the problem solving process. POB ensures that all services are paid for; either through service level agreements, or automatic detailed invoicing of incidents and problems.

Benefits to your Organisation

Managers can trust POB to follow up on quality, performance and service levels. Some will rely on POB to recognize which resources are available; to plan and follow up on problem solving activities, by automatically supplying each technician with a detailed activity plan. POB is a valuable tool for identifying and responding to emerging trends and new business demands.

Service Desk Management for Competitive Advantage

POB SDM helps you to control, manage and develop your service and support functions and to stay competitive and responsive to your customers' needs. It will also help you to secure effective incident and problem management, and being highly cost effective, lead to enhanced customer service and support.

Incident and Problem Management

POB supports the processes for:

• Incident Management to take care of any event, which interrupts or disrupts production
• Problem Management by using Knowledge Management to increase its efficiency

 

Throughout the life cycle of an incident or problem it is important to monitor and update. POB includes:

• History details
• Status (new, work in progress, suspended, assigned, solved, and closed)
• Business impact/priority
• Time spent and costs
• Escalation

 

Successful incident and problem management requires a sound database structure. POB includes:

• A high-performance configuration database
• Knowledge bases with resolutions and known errors
• A close link to Service Level Management to automatically obtain response targets.

 

Task Management

Task Management allows a lot of people to take part in the problem-solving process without losing control and responsibility. In POB all tasks are synchronized with MS Outlook to simplify the main overview.

Resource Management

POB Resource Management gives you the opportunity to record time, material and other costs used on an incident or problem. This process helps to lower the costs of ownership, and to monitor the profitability on each Customer and Service Level Agreement.

Knowledge Management

By using Knowledge Management to solve incidents and problems, the efficiency of the solving process is significantly improved. In POB you can capture, find and distribute knowledge, draw conclusions, find solutions to your problems and make knowledge available throughout your organisation. POB includes tools, which constantly update the knowledge base automatically, and help to control and solve all unknown problems or known errors.

Invoice Management

POB gives you the opportunity to create invoice requests for time, material and expenses used during the problem solving process, to ensure that all costs are accounted for and taken care of, either by the Service Level Agreement, or on a separate invoice.

Monitoring

POB's monitor function, the POB Explorer, allows you to monitor any critical process, target, performance or service level, etc. The monitor application is a main part of the problem solving process, and it can be run completely independently of the POB system.

Task Management

Task Management allows many people to take part in the problem solving process. Tasks are synchronised with MS Outlook.

Reporting

The built in reporting options enable you to create reports on any Key Performance Indicator, ensuring that all your business goals are achieved. With statistics and reports available online, you can continuously monitor customer satisfaction, service quality, profitability, and market trends.