Touchpaper ServiceDesk is a next-generation graphical business solution delivered through a range of interfaces including console, web portal or PDA, enabling an organization to deliver outstanding IT support services to both employees and customers.
Touchpaper ServiceDesk combines ITIL verified and process-driven incident, problem and change management, customer support, assignment, service levels, escalation and e-mail notification and is suitable for any organisation that seeks to provide an outstanding level of support service.
Key Benefits
• More efficient problem solving
• Intuitive, role-based information delivery reduces training requirements
• Valuable business insight through real-time graphical monitors
• Faster incident logging and resolution
• Powerful self-service to help users help themselves
• Enables analysts to provide a higher quality of support
• Powerful management and reporting tools for enhanced decision making
• A simple and effective way to introduce and support ITIL best practices
• Relevant, role-based information
• Highly configurable to the individual needs of the organization
• Integrates seamlessly with many leading Enterprise, Desktop and Network Management systems
Download a ServiceDesk Datasheet.
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Touchpaper ResourceManager
The modern support function has ever-increasing demands on resources. When issues arise, it is often critical to the business of either the internal organization or the customer’s organization that these issues are resolved as quickly as possible or, at the very least, there should be visibility relating to the activity necessary to bring about a resolution and when that activity will take place. It is therefore vital that when required activities are assigned, they do not clash with other, equally important tasks. It is equally important that the resource responsible for undertaking those tasks has full visibility of their outstanding workload.
Touchpaper ResourceManager is a graphical application that enables Analysts to dynamically assign tasks and appointments to individual analysts or analyst groups as a standard part of the support process, while providing full visibility of the incumbent commitments of the group of individual in question.
Download a ResourceManager Datasheet.
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Touchpaper MobilePortal
Touchpaper MobilePortal provides a permanent connection to Touchpaper systems from a PDA thus giving analysts who are on the move live access to:
- Information held in any Touchpaper solution - such as details of customers, assets and incidents
- Workload lists
- Incident, Problem and Change management functionality to facilitate call logging and updating
- The ability to close incidents, problems and changes
- Knowledge tools
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Touchpaper ActiveKnowledge
Used effectively, Knowledge Management can deliver high value within a service management environment, particularly in helping analysts, users and customers to find answers to relatively common problems and questions and in ensuring that organizational knowledge is shared and enhanced Knowledge Management is an integral part of all Touchpaper solutions, enabling informed decision making, knowledge and skill dissemination and reducing the time taken and cost of resolving problems as well as improving quality of service.
Through Touchpaper ActiveKnowledge support staff, employees and customers can gain easy, and appropriate access to timely, valuable, structured and validated information through the provision of best practice principles based on the Knowledge Centred Support (KCS) methodology.
Download an ActiveKnowledge Datasheet.
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Touchpaper SelfService
Facilitating personalised and regular communication with employees and customers through the most appropriate means, regardless of location or time zone is a fundamental part of the Touchpaper ITBM solution.
Touchpaper SelfService is a highly configurable, browser-based application that can be seamlessly integrated into an organisation's intranet or Web site to provide employees, customers or citizens with personalized and relevant information and knowledge and with the ability to find the answers to questions and to log and track calls without needing to call or visit the service desk.
Download a SelfService Datasheet.
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A Configuration Management database (CMDB) is a central repository of all information about items (CIs) that the organization’s IT services are dependent upon. This can include service and application data as well as documentation and relevant personnel information.
Touchpaper ConfigurationManager is an intelligent graphical application that enables Configuration Items (CIs) to be identified, defined and placed under version control. In addition, the solution allows relationships between CIs to be established, facilitating effective change management and supporting planning, risk and impact analysis. The Touchpaper ConfigurationManager federates CI data into a consolidated view that allows organizations to with a holistic view of any CI within the Configuration Management Database (CMDB).
Because the CMDB underpins all service management activity it allows the potential impact of Incident, Problem and Change management processes to be measured (according to ITIL best practices if required) and facilitates good IT governance.
Download a ConfigurationManager Datasheet.
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Touchpaper Process Management
It is often difficult to ensure that employees correctly follow and adhere to complex processes, especially when they span multiple departments. Failure to do this means that deadlines can be missed, actions ignored, customers and employees dissatisfied or regulations breached. In addition, there is potential for confusion over who is responsible for the different parts of the process. The Touchpaper Process Management solution allows organizations to graphically define and keep control of these critical processes from beginning to end.
Key Benefits
• Clearly and graphically define key business processes
• Standardize business processes to ensure they are followed and that regulations are adhered to
• Ensure consistency and conformity of business processes
• Ensure appropriate, timely approval and authorization with escalations if required
• Enable the exercise of tight change control over the organization’s Configuration Items, for example to improve efficiency of use and to manage changes effectively
• Keep the process flow moving automatically – saving time and need for intervention
Download a Process Management Datasheet
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Touchpaper ProcessApprover
Touchpaper ProcessApprover is an intrinsic part of the Touchpaper approach to Process Management. Using Touchpaper ProcessApprover, individuals who are required to approve or provide input into a particular process or part of a process to allow actions such as requests for change or release of knowledge can access ProcessApprover through the Touchpaper ServicePortal to undertake their specific part of the process.
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Touchpaper ManagementInformation (MI) is a highly visual, graphical reporting application designed to provide both IT and business managers with the information they require to track their performance against a range of pre-defined business measures or Key Performance Indicators (KPIs).
Touchpaper MI has been designed to provide immediate access to personalised reports based users’ individual roles and responsibilities. Charts and alerts can be built based on identified Key Performance Indicators (KPIs) such as customer satisfaction, performance, growth, availability or SLAs. Reports are delivered in real time and users also have the added ability to view trend information by enquiring on historical data.
Download a ManagementInformation Datasheet.
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Touchpaper ActiveAssistance is a network management application that proactively identifies and resolves problems that occur in a typical IT environment. ActiveAssistance also provides service desk analysts with the information and tools they need to manually diagnose and resolve problems as they arise and to carry out routine maintenance tasks. Active Assistance Chat and Forum enhances communication and knowledge sharing between analysts and users.
Download an ActiveAssistance Datasheet.
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Requests for password resets are the most common type of call received by internal and external service desks, accounting for up to 30% of service desk call volumes in some cases. Secure self-service password reset is a realistic way to reduce the volume of calls and also to improve customer service and save support costs.
Touchpaper PassMe is a secure, user friendly system that automates the password reset function. The solution allows users and customers to reset their passwords at the system logon screen after answering a series of security questions. When integrated with Touchpaper ServiceDesk or Customer ServiceDesk, a call ticket will be automatically logged and closed to ensure that every Incident is recorded and tracked.
As well as empowering employees and customers to instantly and securely reset their own passwords without waiting for service desk assistance, Touchpaper PassMe frees up support and service analysts to work on more critical or productive calls and tasks.
Download a PassMe Datasheet.
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Touchpaper Computer Telephony Integration (CTI)
The Touchpaper Computer Telephony Integration (CTI) module expands the functionality of the Touchpaper ServiceDesk within the Touchpaper ITBM Suite by placing telephone-related user information and actions at the finger-tips of service desk analysts. By making relevant incident and call information available immediately an analyst engages in an in or out-bound telephone interaction; call handling speed, accuracy and quality are improved and this facilitates improved user service and satisfaction.
Touchpaper CTI is a transparent addition to the ServiceDesk Console environment delivered through an extremely powerful and configurable interface.
Download a Computer Telephony Integration (CTI) datasheet.
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Touchpaper Human Resources Process Pack
Touchpaper HR Process Pack extends the best practice, process-driven approach of the Touchpaper ITBM Suite beyond the IT department into the HR department. This module automates key HR processes, for example New Joiner and Leaver processes, and provides HR professionals with a next-generation, graphical software solution that helps accelerate HR activities.
Key Benefits
• Easy to setup and use
• Improves efficiency of HR administration
• Leverages investment and knowledge in Touchpaper solutions
• Leverages data in existing HR Information Systems
• Leverages investment in existing HR solutions
• Reduces the time required to manage general HR processes
• Fully flexible – software control over processes enables their re-design in line with the changing needs of the organization
• Improves perception of the HR department and employee morale through more efficient and effective service delivery
• Generates a detailed audit trail for HR activities
Download a Touchpaper Human Resources Process Pack Datasheet
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Touchpaper Asset Management Process Pack
Touchpaper Asset Management Process Pack in conjunction with Touchpaper ConfigurationManager, delivers a total lifecycle approach to asset management from procurement, management and change of IT assets through to their eventual disposal from the organization.
Key Benefits
• Align asset portfolios to organizational needs
• Avoid over-and under-purchasing of expensive IT assets
• Streamline interactions with change, incident, problem, and configuration management processes
• Use IT asset management to realize more value more quickly from a Configuration Management Database (CMDB) implementation
• Supports the lifecycle principles of ITIL V3®
• Risk reduction through standardization, proper documentation and quick loss detection
• Increase accountability to ensure compliance
Download a Touchpaper Asset Management Process Pack Datasheet
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