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
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

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 are also required of IT organizations. Through Tesis Service Desk, it is possible to track and manage all activities performed by IT staff, from the installations of new hardware or software assets and their replacement, to service management activities, rather than the recording and management of software development activities.

Task Queue Management

Each complex IT 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 IT 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, intakes, awaiting approval, awaiting testing 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 an IT organization must manage is the support involving company assets, whether these are software or hardware. Through the connection and presence of Tesis Asset manager, it is possible to link the ticket to the assets being serviced and ensure that the nature of the assets is evident and available throughout the maintenance process in addition to always allowing the activity record on the asset to be reconstructed.

Service contract management

IT organizations use service provider companies to ensure that hardware is always kept functioning and in good condition in order to ensure business continuity. On each corporate asset, it is possible to indicate through which contract and with which supplier company the asset is maintained. During ticket management, it is possible to have record of commitments made to suppliers and quickly, even automatically, divert the ticket to those 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 the IT operators’ 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 users

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 IT 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 IT operator 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, users, 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.

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