iSupport Service Desk Edition continues the expansion of the iSupport feature set with the addition of two tremendous new enterprise-level functionalities, Problem Management and Change Management, as well as numerous feature set changes such as asset scan comparisons, group access permissions, configuration interface enhancements, and more.

iSupport Service Desk Edition has grown into a full service knowledge management system that manages all information that an IT service provider needs to manage the full lifecycle of IT services and operations. iSupport maintains the relationships between all services and assets and any related incidents, problems, known errors, and changes.

iSupport includes a core set of functionality that you can enable gradually as you adapt the ITIL guidelines. Key performance indicators can be evaluated through numerous c.Support reports and views. iSupport’s Desktop is shown below.

iSupport is completely web-enabled, delivering all call center and customer self-support features via a web browser.  With iSupport, your customers can submit requests for service, browse knowledge bases, and view the status of their incidents. Now your support organization can provide customer support 24 hours a day, seven days a week by empowering your customers to solve their own problems online.

• Incident Management: Use templates, categories, related tickets, SLAs, and knowledge search to make it easy to resolve more issues with fewer resources.
• Change Management: Change Management ensures that standard methods and procedures are used to handle activities involving services and assets.  Frequent requests with similar content can be automated for efficient resolution, and approvals and notifications ensure communication between all involved, as well as an audit trail for any documentation requirements.
• Problem Management: After a customer’s issue is taken care of, the cause of the issue may remain - at this point we create a Problem record. It tracks the process of troubleshooting the underlying issue until a resolution is discovered. Rather than update the work on every affected incident, the incidents are linked to one Problem record and when the problem is resolved, all of the associated incidents are also resolved.
• Workflow Mangement: Related, hierarchical, or dependent tickets can be built and accessed as templates or created on the fly. Design and implement multi-stage workflow processes to make it easy to manage and track help desk projects.
• Knowledge Management: Build knowledge base from closed incidents with or without an approval workflow. Designate which entries are accessible to which users. Reference knowledge directly from incident ticket. Enable customers and level one support staff to directly resolve more issues.
• Asset Management: Automatically scan PCs throughout your network to determine hardware and software configuration enabling your support to resolve issues quicker. 
• Microsoft® CRM Integration: Replace the customer service module of Microsoft® CRM with iSupport. Seamlessly look up users from Microsoft® CRM and use the service contract module of Microsoft® CRM to manage your service delivery.

Click here to view the latest features in iSupport list:

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