ActiveXperts HelpDesk System

ActiveXperts HelpDesk System is a powerful, web enabled support management system designed for help desks, call centers, customer support centers and ICT departments. It is designed to provide a complete support solution, to streamline helpdesk processes.

ActiveXperts HelpDesk System helps you to:

• Increase customer satisfaction
• Reduce customer downtime
• Improve response times to customers
• Improve accuracy of the responses to customers
• Keep calls organized by the use of (sub)categories
• Save time with predefined Templates for requests
• Solve problems easier by finding solutions from previous responses
• Give you anoverview of your outstanding support tickets

ActiveXperts HelpDesk can be installed in your own network. You install the software yourself on a Windows server. You take care of installation, configuration, upgrade, maintenance, backup, etc.
As an alternative, you can use software as a service. Using this online service (known as SaaS - software as a service) you no longer need to worry about installation, configuration, upgrade, maintenance, backup, etc. of the software. Company: ActiveXperts Software
Internet:   www.activexperts.com/helpdesk

Alert

Alert is an enterprise business system that has been specifically designed to meet the operational and business management needs of companies that develop and deliver IT products and services.

Alert is an integrated system that manages the full project life cycle from initial customer request to delivery and billings. Projects form the hub of Alert with all activities, both core and supporting, being managed by project.

All business activities are linked to and managed by projects for the purpose of gaining control and visibility over the activities. Alert management covers the following functions and activities:
(*) Resource planning / scheduling;
(*) Time recording;
(*) Managing customer requests;
(*) Managing billings;
(*) Service delivery;
(*) Quoting and estimating;
(*) Software production, testing and delivery;
(*) Research and development management;
(*) Profit and contribution control and analysis.

Company: Alert
Internet:   http://www.alertit.com

Altimax IT Desk

Enables your internal IT helpdesk to provide a level of service that improves the effectiveness of your business. ITDesk's asset management function provides you with the ability to manage and support your assets.

The product features the following:
Fast Multi-User Call Logging - Calls to HelpMate ITDesk may be logged via the phone, e-mail or Web. ITDesk's contact logging screen ensure you can immediately identify customers' previous history with your company and any current outstanding issues that they may have at the time of logging their contact.
Call Handling - Enables your support teams to accept, progress and resolve calls. It is interfaced with appropriate modules and notification of calls can be via e-mail, fax or paging.
Checklists & Scripting - Allow you to pre-define questions and answers, which may aid in the resolution of the call immediately or aid in the collection of relevant information for the second line support teams.
Hot Topic Coding - Enables you to log calls with the minimum entry of data, but will not compromise reports. Frequent or routine problems, such as being unable to access e-mail, can be logged rapidly by codes or keywords.
Scheduling - Allows you to define personal or group to do lists by date.
Knowledge Base - HelpMate's knowledge base of known problems and solutions (from any number of sources) provides you with up to date information to help you resolve the call immediately. HelpMate's data mining tool, incorporated within its knowledge base continuously and automatically 'learns' as you use HelpMate. Put your knowledge base on the Web and let your customers and field engineers find the information themselves.
Skill mix - HelpMate will inform you of the most suitable team or individual that will possess the suitable skills to resolve the call. For example, network related calls can be assigned to the Network team. Hardware related calls can be assigned immediately to a third party.
Call options - The ability to forward, acquire and switch to other analysts' calls are available, but dependent on privileges.
Escalation - Notification messages when certain events are triggered, such as 'late' actions against contacts, can be sent to you individually or a group of people. This ensures calls are never lost or forgotten. The messages can be in the form of e-mails or paging and mobile phone alerts, so that there is a warning mechanism in built to ensure that you meet your service standards.

Company: Altimax
Internet:   http://www.altimax.co.uk

BMC Remedy Service Management

With BMC Remedy Service Management applications, you can ensure IT service levels and discover, understand, model, respond, or track IT system problems and business services failures—all to help speed the attainment of Business Service Management (BSM). Our IT Service Management products support industry best practices, including the IT Infrastructure Library (ITIL®), to help measure and communicate the value and impact of IT initiatives on revenue, profits, and shareholder value.
Company: BMC Software, Inc.
Internet:   www.bmc.com

Easy Manage

Easy Manage offers a System Management and Configuration Tool for your Complete ICT Infrastructure, at an affordable price. When you think about System Management and Configuration, HP OpenView and IBM Tivoli are two solutions that come to mind quickly. However, these kind of solution are complex and cost hundreds of thousands or even millions of dollars, depending on the size of your enterprise; and can take an age to implement.

Easy Manage offers seamless management for clients and servers, supporting heterogeneous platforms ( like Windows, UNIX, LINUX and Novell). It's capable of managing awide range of platforms from a single Web-based user interface. The ICT management can reduce administration and training costs, improve ICT responsiveness, and provide a sole point of management with a single vendor solution. Company: EZManage B.V., The Netherlands
Internet:   http://www.easy-manage.com

HelpStar

HelpSTAR has been designed by a team of support experts who understand that tracking problems doesn’t solve your problems. Find out how HelpSTAR’s best practice work environment gives you the resources you need to attack and achieve control over support issues.

HelpSTAR is aimed at the mid market. The majority of our clients

• support between 100 and 10,000 employees
• have between 10 to 100 support reps
• are mid-size corporations, or divisions of large enterprises

Our clients aim to manage and optimize their problem resolution processes, rather than merely tracking equipment and logging problems. Thus they require more sophistication than is offered by lower-end solutions.

At the same time they cannot afford to spend months and hundreds of thousands of dollars in consulting fees to implement their help desk. Many of our clients find that 'enterprise solutions' are an overkill for their requirements.

HelpSTAR positions itself as the ‘baby bear’ (…just right!) of help desk software: Not too complicated and costly… yet still providing sophisticated functionality.

The success of HelpSTAR in striking this balance is evidenced by McGraw-Hill's selection of the software for inclusion with a textbook for teaching a one-semester college course. HelpSTAR is sophisticated enough to teach best practices methodology, and has a sufficiently short ramp-up time so that it does not take a major portion of the course just to install, set up, and learn the software.
Company: Help Desk Technology International
Internet:   http://www.helpstar.com

HP OpenView Service Desk

HP OpenView Service Desk gives enterprises and service providers a unique solution to successfully manage service levels. The integrated service desk functionality allows you to manage crucial support and service processes to successfully deal with today’s complex IT management challenges.

HP OpenView Service Desk helps you manage your service level agreements (SLAs) by showing you which IT elements your service is depending on, which customers are receiving the service, and who is managing and supporting the service. Now, with new levels of integration with HP OpenView Internet Services Manager and HP OpenView Service Navigator, HP OpenView Service Desk will allow your organization to manage your services better than ever before.

Features:

• Demonstrates the relationships between customers, business services, servicelevel agreements and support level objectives;
• Provides a hierarchical service structure with multi-tiered SLA capabilities;
• Provides straightforward information in a recognizable format with an intuitiveMicrosoft Outlook look-and-feel user interface;
• Offers the capability to customize forms, views and fields on the fly, withoutthe need to bring the application server down;
• Provides out-of-the-box reporting capacities and database views to facilitatethe integration with external reporting tools.

Company: HP
Internet:   http://www.openview.hp.com/products/sdesk/index.html

InfraActive

Infra Corporation develops a 100% Web software solution - infraEnterprise - for automating best practice service management processes in enterprise organizations.
Building on proven implementation success in global enterprises across an international client base, infraEnterprise delivers the best upfront and ongoing value for comparative depth of functionality in the enterprise service management market.

Service Management Processes
Streamline service management processes including Incident, Problem, Change, Configuration and Service Level Management, based on the ITIL (IT Infrastructure Library) world best practice standards.
Deliver Flexibility in System Integration
Integrate with Microsoft .NET and Web Services to leverage and consolidate existing infrastructure and technology.
Empower Customers via Web Self-Help
Improve service desk efficiency by enabling internal and external customers to log and solve problems online.
Company: Infra Corporation
Internet:   http://www.infraactive.com

iView

Opticom iView is IT Service Level Management software based on the IT Infrastructure Library (ITIL) best practices. Before you make any changes to your IT infrastructure, you need facts on how those changes will impact the business. Once you have the facts, you can make investments or reductions with confidence, knowing that your decision is based on facts and business impact, not intuition.

Opticom iView IT Service Delivery Optimization Software™ delivers the facts you need to make informed business decisions about your IT infrastructure and the services that it delivers.
Company: Opticom
Internet:   http://www.opticominc.com

Mproof

Mproof was established by former IT Service Desk employees at a large ICT company - so we also know how easy software should be to use. ITIL processes played an important role in the development of ClientProof. Increasingly often, the process-based approach of ITIL is implemented within organisations. ClientProof is supportive of ITIL processes, but you determine which business processes you want to support with ClientProof and how far you want to go in the actual application of ITIL.

Mproof products are based on an open database structure, which allows their data to be accessed via various reporting tools. The standard reports (approx. 165) of ClientProof are supplied in MS Access format. Naturally, the standard reports themselves can be adapted to your specific wishes.

Usually, CRM applications are sales and marketing oriented. In Mproof's view, this is too narrow an approach. This is because the Service Desk is a source of knowledge about clients and products. In order to support such interaction between Service Management and CRM processes, Mproof products use a single database. This provides everyone - regardless of the process - with access to unequivocal information for realizing the best return on investment.

Company: Mproof B.V.
Internet:   http://www.mproof.com

Richmond SupportDesk

Richmond SupportDesk allows the implementation of enterprise wide IT Service support, designed for rapid implementation and to deliver ITIL best practices. Delivering fast, flexible and measurable service support via Windows, Web, and Mobile client interfaces.

Service desk operators workload is reduced through self service knowledge base articles and defined, structured processes for centrally managing and resolving incidents including automatic notifications when problems are resolved or workarounds are available.

Helpdesk staff can connect using their existing Richmond SupportDesk login credentials and can perform key service desk functions via their existing web browser. There are no client-side tools or components to download before users can begin using the software.

Service desk staff are provided with the core functionality of the Windows™ client module. The product is easy to deploy to any portable device that supports the Windows Mobile™ operating system. Service desk connectivity is provided via wireless, dial-up or Bluetooth connection.

Incidents may be generated from a variety of sources including E-mail and the web. SupportDesk links new incidents to existing problems or known errors and provides a full audit trail and highly flexible tracking capabilities each record. This allows users to locate incidents by using a comprehensive search console resulting in an extremely efficient process for quickly locating records of interest.
Company: CrossTec Corporation
Internet:   www.crosstechcorp.com