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ITIL Service Desk Module

Take control over your ITIL based service desk or support center operations with a pragmatic and practical to use Metricus Module. Metricus equips you with powerful IT KPIs (key performance indicators) and intelligent Dashboards that are relevant to your Support Center professionals, Analysts and Help Desk Managers. Upload your call data, incident or service request data directly from your Service Management suite into Metricus and take control over your performance and start delivering value.
 
Collaboration
 

Service Desk tools and Service Management solutions capture all sorts of information relevant to the Service Desk. Metricus converts this into decision making information

When you reached this far, the next step is to do something with the information you have and drive IT improvement initiatives, more optimally deploy resources, or enhance the processes. Metricus equips you with the tools to do and allows you to initiate and track improvement projects, set up and manage discussion boards, manage and monitor issues and more.

Discussion Board Provide notes and comments, share your analysis of the performance of the Service Desk with users and internal stakeholders.
Issues Track issues and define projects around the resolution of these issues. Metricus provides features for issue tracking as well as robust project management capabilities
Contacts

User profile management, messaging, alert setting, and so on.

Documents The Document Library allows you to store relevant documentation, process information and other knowledge that is relevant to the management of the Service Desk

Metricus - Service Desk Communication

Service Desk Communication
This is an example of the collaboration features that you can configure and use to manage and optimize your process.