Overview
RcG.Assist ServiceDesk is a business solution for comprehensive management of services in small and medium-sized enterprises.
It is designed to be lightweigt, not excessively complex yet powerful solution that is best suited for enterprises with limited resources.
Core features of RcG.Assist Service Desk include:
- Incident Management
- Product and Service Management
- Configuration Management
- SLA Management
- Contract Lifecycle Management
- Knowledge Management
- Incident Management
- Product and Service Catalogue
- Configuration Management
- SLA and Contract Lifecycle Management
- Knowledge Management
Incident Management is one of key areas within IT infrastructure management.
RcG.Assist HelpDesk main incident management features are:
- Single point of contact (web form, e-mail, web services, telephone)
- Incident Lifecycle matrix
- Escalation rule engine
- E-mail integration (in- and out-bound email)
- Customizable web forms for each user group
- Support for multi-level incident resolvement process
- Database audit trail for each record
Customization of web forms, user rights and business logic for each customer.
Up to date product and service catalogue is a prerequisite for a succesful service provsion.
Main features are:
- Separate and joint view of service and product catalogue
- Activation/Deactivation of service/product
- Database Audit Trail for each record
Customization of web forms, user rights and business logic for each customer.
Product and service catalogue can be synchronized with existing ERP software.
Configuration Item is an asset that is the base for a Configuration Management.
RcG.Assist Simple Service Desk is designed for managing entire lifecycle of each CI.
Main features include:
- Configuation structure
- Add/Change/Deactivate CIs or items on CIs
- Database audit trail
Customization of web forms, user rights and business logic for each customer.
Service Level is usually an agreement between customer and service provider or it can be an internal standard of service provider (e.g. Quality Manual for ISO 9001:2008 Quality Management System Standard).
RcG.Assist HelpDesk enables real time monitoring of the fulfillment of their service level obligations. Key features are:
- Service Level Obligations can be set for customer, department, contract or web form
- Document attachement
- Contract expiry notifications
- Add/Modify/Close of contracts
- Web forms cutomized for each user group
- Database audit trail for each record
Customization of web forms, user rights and business logic for each customer.
Integrated knowledge base allows the storage of corporate knowledge and increase the information flow among different agents thus speeding up request resolution.
Main features are:
- Customizable knowledge classification (e.g.)
- Work expertise
- Product
- Department
- Company
- Possibility of publishing knowledge base records on other internet/intanet web sites
- Add/Change/Deactivation of knowledge base record
- Customizable web forms for each user group
- Database audit trail for each record
Customization of web forms, user rights and business logic for each customer.
Contact
Iztok Berdnik
T: +386 01 620 75 23
E: iztok.berdnik@rcg.si