At the centre of your IT support operation
HelpDesk is a powerful call management solution and is at the core of the Touchpaper Vega suite. Intuitive and easy to use, it performs all the advanced call logging functionality you would expect from a market-leading product.
But HelpDesk also delivers much more, freeing up your support staff from the administration of incidents so that they can concentrate on effective resolution.
So what makes HelpDesk more than a fast call management solution?
- Inventory information: HelpDesk makes it easy to automatically update your inventory and link it to your users. HelpDesk provides instant access to inventory information when a call is logged, and structures the information to show dependencies between configuration items.
- Access to knowledge: KnowledgeBase provides support analysts with the tools to resolve more calls on first line. Thanks to InfoMine, the help desk has access to a mine of information about how calls have been resolved in the past.
- Call avoidance: end-users can search for solutions to their issues using a knowledgebase available through a web browser. Similarly, end-users can log, update, and even resolve their own calls through a Web browser or using e-mail.
- Whatever the size of your support operation, HelpDesk delivers unparalleled functionality with maximum reliability. Proactively. Comprehensively. Easily. And cost-effectively.
Turn your help desk into a proactive operation
HelpDesk integrates seamlessly with a range of complementary best-of-breed support applications so that, from a single console, support analysts have all of the tools they need to provide the best in IT Service Management:
- Tight integration with ChangeManager provides problem and change management following the standard ITIL model.
- NMS is a fully scalable network and infrastructure management tool that provides a complete view of your network through an intuitive map interface.
- AUtoserve is an automated management software module that detects and corrects application and system problems to ensure the highest levels of availability and performance.
- SurveyCenter is a highly flexible, automated transaction monitoring system that promotes a two way communication flow with your users.
- Query Tool is an easy to use query and report writing tool which provides a new dimension to searching for data in HelpDesk.
- PassMe enables passwords to serve their vital security function whilst reducing costs and support calls thus improving support staff efficiency and employee productivity.
These additional tools enable the support operation to solve calls faster, more easily and more effectively, but most importantly, transform your help desk into a proactive service operation, able to pre-empt problems and solve them before your users’ productivity is affected.
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Customer focused support
In today's increasingly competitive environment, the quality of service provided by the support organisation is acknowledged as being a crucial differentiator in the battle to retain and develop long term customer relationships. For the support organisation, delivering against key performance indicators are crucial. In short, the need to manage and indeed exceed customer expectations requires more than a simple call logging and technology solution.
What is SupportCenter?
SupportCenter, part of Touchpaper's Customer Service Solutions suite, is an award winning customer support desk solution that provides powerful functionality at each stage of an incident's lifecycle. When used in conjunction with other Customer Service Solutions products, it can give you a truly global perspective on your customers' behaviours; their issues, concerns and their long-term business value to your organisation.
Benefits of SupportCenter for Managers:
- Improved customer service
- Increased productivity
- Reduced costs
- Ability to exploit new service opportunities
- Improved efficiency of operation
- Ability to deliver a consistent and unique customer service
- Low cost route to deliver superlative customer service
Benefits of SupportCenter for employees:
- Less time spent taking information
- Accelerated resolution time
- Ability to work on real problems, not the support system
- Ability to cope with increased demand
- Job satisfaction
- Increased opportunity to provide information within agreed timeframes
- Freedom to provide better support - any time, any place, any platform
Benefits of SupportCenter for customers:
- Enhanced customer experience
- Improved support access, via phone, fax, email or web
- 24x7 self service approach - customers can log, track and resolve calls themselves
- Quick and efficient resolution of issues - access to knowledge base via web browser
- Personalised treatment
- Regular and prompt feedback
- Well defined, single point of contact
- Consistent and unique customer service
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Take control
Completing your incident and problem management solution with ChangeManager will take your help desk beyond reactive support. Ensure that only the right changes are made at the right time, minimising non-availability of applications and services in the process.
ChangeManager is an additional module which integrates seamlessly with HelpDesk, Touchpaper's incident and problem management solution.
What will ChangeManager do for you?
Workflow
Define any business process in your organisation.
Problem Management
Identify the root cause of incidents, and prevent them from reoccurring.
- Prioritise problems that can cause high impact incidents
- Track problems until a solution is found
- Create sub-problems and requests for change (RFC)
Change Management
Change Management ensures that changes are properly evaluated and controlled. With ChangeManager you can test and validate RFCs before they are carried out, and handle changes efficiently and promptly, without impacting schedules and resources unnecessarily.
Configuration Management
ChangeManager delivers all of the configuration management functions set out by ITIL. They encompass the identification, control, status accounting and verification of all components of the IT infrastructure. ChangeManager enables you to create different Configuration Item types, identify and track them, notify owners of any changes that may affect the item they are using, and structure related configuration items together into a collection.
Impact Analysis
ChangeManager allows you to immediately see the equipment, people and processes affected by a change prior to approval. It then routes the approval to the appropriate level of management dependent upon the severity of the change.
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Application and server management
AUtoserve is an automated management software module that detects and corrects application and system problems to ensure the highest levels of availability and performance. It detects problems and notifies staff proactively, so issues can be averted before end users experience failures or slowdowns.
Automated intelligence
Powerful monitoring and action capabilities enable system administration staff to automate:
- Problem detection
- Problem resolution
- Staff notification
- Remote site management
- Centralised event monitoring
AUtoserve's capabilities apply to a comprehensive range of problems, from simple ones affecting messaging, disk and CPU monitoring for example, to far more complex conditions. It will successfully take care of e-commerce offerings requiring interoperability between disparate components, including databases, web services and transactional functions.
The software automatically runs regular checks to identify recurring problems and weak areas in a server operating system or application. AUtoserve assimilates new problems as they are found by learning how to fix issues over time and to differentiate between real problems and false alarms. It can take specific actions based on whether a problem is new, updated or closed, and the number of times it has occurred.
It logs, updates and closes incidents within HelpDesk for review and statistical reporting.
Delivering at all levels
AUtoserve provides the help desk with the means to fulfil the objectives of both management and end users.
For end-users it ensures:
- systems always stay available
- systems remain stable, fast and easy to use
- the ability to log calls via multiple channels such as e-mail, web, help buttons or telephone
- the visibility of outages before they actually occur
AUtoserve also delivers on the priorities of management by providing:
- long term and real time management data
- visual and audible alarms
- delivery on service level agreements
- efficient use of resources
- future-proof investments
- proof of service provision
- rapid deployment
- stress reduction and staff retention
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Network and infrastructure management
Touchpaper NMS is a fully scalable network and infrastructure management tool. It provides you with a complete view of your network through an intuitive map interface. It ensures that you are the first to know when a device fails.
Combined with the advanced functionality of HelpDesk, this knowledge will give you the power to detect potential network problems and tackle them before they affect your users. Touchpaper NMS gives you the power to perform. NMS manages all of your networks all of the time, and from a single workstation, performs six main functions:
Auto-discovery
NMS Polling Agents automatically discover your entire IT infrastructure and provide a multi-level hierarchical map showing all devices from hubs to routers through servers, PCs, and printers. The colour-coded map displays the real time service status for each device, highlighting outages as well as rogue devices.
Device monitoring
The system converts complex variables into expressions such as usage, aiding easy understanding of your network's performance. Response time monitoring allows you to identify bottlenecks and view the network as perceived by users.
Alerting
In the case of failure, an alert can be sent to your pager or mobile phone, ensuring rapid notification of exceptions wherever you are and whatever the time. Integrated into HelpDesk's real time management information systems, such as Ticker, this becomes a powerful function.
Configuration management
NMS allows you to perform certain active functions on any device that follows common network management protocols.
Performance statistics
NMS provides useful data to improve the performance of your help desk, always ensuring it delivers within service level agreements.
Proactive information
Each event is logged, updated and escalated within HelpDesk. The event can be forwarded to an email address or pager, display an alarm dialog box, or execute an application programme. NMS can identify who is affected by the unavailability of a device, allowing the help desk to offer those targeted users a solution before their productivity can be affected.
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Satisfaction measurement is the key differentiator
Combined with HelpDesk, this highly flexible automated transaction monitoring system provides a cutting edge support solution which promotes a two-way communication flow with your users.It will give you the ability to continuously improve the help desk in line with your users’ expectations.
What SurveyCenter can do for you
SurveyCenter delivers secure, personalised surveys via the web which are quick and easy to set up. It allows you to:
- ask the questions you want answers to in a personalised, customer-focused manner
- measure the responses in real time
- achieve high response rates
- provide your users with an insight into how their feedback compares to others
- By keeping in touch with your user base you can ensure they are satisfied with the level of service you are providing. Your users will have the opportunity to express views and have direct input into your help desk development plans.
Flexibility at every stage
SurveyCenter is available across the internet, extranet or intranet, requiring no specific technical resource to set up. You decide in advance which criteria should trigger the survey. The survey can be sent out based on factors such as time, event, value or within a campaign. In addition to timing flexibility, the content of the survey can also be tailored to the individual profiles of your users. You can choose whether you wish to gain an overall view of how your support department is performing or detailed feedback on individual calls. SurveyCenter can operate independently from the corporate website if required, while still delivering the corporate look and feel. It provides a platform for instant responses, leading to results being available immediately after the respondent has completed the survey.
Friendly to your users
SurveyCenter offers a format which is fast, intuitive and easy to complete. It delivers a personalised e-mail to your users, asking them to participate in a survey. The users then click on a link to a ‘landing page’ containing questions tailored to their specific profile. They are free to select the most appropriate answers and, if you give them the capability, to see an overview of the total survey results. The ability to specify the criteria which trigger a survey also ensures that your users are not bombarded with surveys at the wrong times. They will also feel that they are receiving personal attention as the survey will be tailored to their specific situation.
Easy integration and deployment
Touchpaper consultants will work alongside your infrastructure team to deploy SurveyCenter as a fully integrated component of your help desk. It can be installed and operational within hours. The ability to create landing zones is a powerful feature of SurveyCenter, providing flexibility even if updating your corporate website is a hard, complex or lengthy process.
SurveyCenter is an open and highly distributable web based application; it supports most leading operating environments.
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In this increasing IT focused online world, it is easier than ever to forget a password. So it is not surprising password resets are the most common type of call received by internal and external service desks. In fact, industry statistics indicate that password reset calls account for 30% or more of calls to service desks.
Touchpaper PassMe enables passwords to serve their crucial security function, while reducing costs and support calls and improving efficiency, employee productivity and customer satisfaction.
Using Touchpaper PassMe’s intuitive, self-service interface, employees and customers are empowered to instantly and securely reset their own passwords, freeing up support and service analysts for other tasks and avoiding the lengthy process of system lock outs.
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Facilitating personalised and regular communication with employees and customer service management users through the most appropriate means (such as e-mail, on-line status reports and surveys) is a fundamental part of the Touchpaper ITBM solution.
Touchpaper ServicePortal is a highly configurable, browser-based application that can be seamlessly integrated into an organisation’s intranet or internet to provide the employee, customer or citizen with relevant information and knowledge and with the ability to log and track calls without needing to phone or visit the service desk.
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Touchpaper ActiveAssistance is a network management application that proactively identifies and resolves problems that occur in a typical IT environment.
Touchpaper ActiveAssistance also provides the analyst with the information and tools to manually diagnose and resolve problems as they arise and to carry out routine maintenance tasks. Communication and knowledge sharing between analysts and users is also enhanced by ActiveAssistance Chat and Forum.
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Touchpaper ProcessManager is a workflow application that ensures that everyone follows the same process and performs only those actions that are appropriate at that time. It allows you to model your business processes and then makes sure each action is assigned and performed in the right order by the right person.
Touchpaper ProcessManager also enables an organisation to create processes for activities beyond the IT environment. Processes such as Human Resource New Starter cycles can also be defined and controlled using the ProcessManager application.
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Touchpaper ManagementInformation (MI) is a graphical reporting application designed to provide IT and business managers with the information they require to track their performance against a range of pre-defined business measures.
Touchpaper MI has been designed to provide all levels of employees and users with immediate access to personalised reports based on their individual roles and responsibilities. Charts and alerts based on identified Key Performance Indicators (KPIs) such as customer satisfaction, performance, availability or SLAs are delivered in real time with the added ability to establish trend information by enquiring on historical data.
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Knowledge Management is an integral part of all Touchpaper solutions, enabling informed decision making, knowledge and skill dissemination and reducing time and cost of resolving problems as well as improving quality of service.
Touchpaper ActiveKnowledge is an intelligent business application that enables support staff, employees and customers to gain easy, appropriate access to timely, valuable, structured and validated information through the provision of knowledge centred support (KCS).
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Touchpaper ConfigurationManager is an intelligent graphical application that enables Configuration Items (CIs) to be defined, placed under version control and their relationships with other CIs established . The data that relates to these CIs is federated into a consolidated view that provides a holistic view of a CI within the Configuration Management Database (CMDB).
Configuration management underpins all service management activity and is fully integrated with Incident, Problem and Change allowing impact to be measured to manage risk against the integral service catalogue. Configuration Management is also tightly integrated into the change management processes both automatic and manual.
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The Query Tool provides a new dimension to searching for data in
HelpDesk. From new analysts through to experienced supervisors, all
help desk personnel will benefit from this powerful, yet easy-to-use
database query and report writing tool.
The Query Tool enables you to display and manipulate lists of records from any HelpDesk data table. You can select from pre-configured queries, or create your own. In this way, you can tailor the console to include queries that help you carry out your daily tasks and meet set
targets. For example, my workload list sorted by any column of data, my incidents logged today and sorted by status, and incidents resolved by me so far this week. As well as pre-configured queries, you can use the Query Tool for ad-hoc searches to carry out one off tasks. For example, you may be asked to phone everyone in the accounts department to advise when the finance server will be backed up. In this scenario you could use the Query Tool to quickly bring up a list of just those users and their extension numbers. Or perhaps a second line analyst has been asked to upgrade all Windows 2000 users with the latest service pack. In this scenario the analyst could use the Query Tool to display a list of users with Windows 2000 and their locations.
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Touchpaper LANDesk Partnership
Touchpaper now has integration between it's Vega IT Service Management Suite and LANDesk V8.
LANDesk Management Suite 8 enables IT professionals to automate systems management tasks and proactively control desktops, servers and mobile devices - all from a single console.
Now you can:
- Keep up with security patches and virus updates
- Efficiently install and maintain software on the desktop
- Decrease software licencing costs and respond to audits
- Reduce the cost of helpdesk support
- Automatically discover and manage hardware and software assets
- Easily migrate users and their profiles to new operating systems
LANDesk Management Suite 8 showcases efficient, integrated design with innovative technologies to give IT professionals more control over their computing environments than ever before.
New console increases security and gives IT greater control.
- Redesigned console makes it easier to find and use features; saveable console views make it easy to rapidly switch among different task sets or console layouts.
- Configurable console rights enable an administrator to limit access to specific console components and limit console access to specific managed computers.
- Certificate-based authentication between managed nodes and console increases security.
- Single database schema improves data integrity and enables scalability to 200,000 nodes
New software distribution technologies and features increase efficiency.
- LANDesk Peer Download technology reduces traffic across the WAN and speeds package delivery.
- Multi-file MSI support enables automated distribution of large application suites.
- Dynamic bandwidth throttling and checkpoint restart improves distribution success rates for mobile users.
New business reports and expanded inventory management tools.
- Discover and disposition any device with an IP address, including printers, routers and appliances.
- Add custom data, such as department number or purchase date, to any scanned item for extended inventory management.
- Query on both inventory and directory service attributes at the same time. More than 50 new reports make it easier to analyze the environment and plan IT strategies
New Macintosh OS X features extend heterogeneous support.
- Software licence monitoring enables tighter licence control.
- Application Policy Management automatically distributes software so users have access to the right tools.
- LANDesk Targeted Multicast support means software can be distributed more efficiently.
- Please refer to the Partners section for further information on Touchpaper's partnership with LANDesk.
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Touchpaper Novell Partnership
Unique Advantage for building IT Service Management ITIL Compliance
Touchpaper, via their OEM agreement with Novell, are the only Company who have integration from Novell ZENworks and Novell eDirectory, directly into their help desk software solution Vega.
Benefit to your Company
Giving your IT help desk staff the right tools improves productivity, saves time and money and improves staff retention and moral.
Incident and network management, change and problem management, knowledge and solutions management, desktop management and impact analysis are all available in the Vega Suite.
Novell ZENworks, eDirectory and GroupWise allows companies to provide a number of essential support features that are used by a busy help desk, such as Remote Control, File Transfer and Diagnostics.
Increased customer satisfaction and improved IT Service Management
If you are a Novell User, then you may be interested to know that the Touchpaper Vega IT Service Management Suite supports Novell GroupWise email to provide user notification based on rules set up in the helpdesk.
The integration of Novell eDirectory with the Touchpaper solution enables users' details to be made immediately available to the help desk engineer via the help desk operator's console. Using this to populate help desk tickets saves 'cut and paste work', so improving productivity and reporting.
Integration with Novell ZENworks enables the engineer to remotely control the user's PC or laptop to help identify the problem, distribute the most appropriate solution or escalate the issue, all directly from the helpdesk console. This reduces time taken to walk or travel to the user's PC, often being distracted along the way by other users where the requests and fix's are not logged.
By integrating Novell environments with Touchpaper's Vega solution, you have two key business drivers in today's marketplace, increasing business productivity, and reducing your business costs. This can form the building block towards ITIL Service Management Compliance.
Please refer to the Partners section to view a Web Demonstration for a real live view of the integration in action.
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