Saviom provide Service Desk Software & Trouble Shooting Information

Project Management Software tool, Project Management Software

Few of our clients are…

PricewaterhouseCoopers is using Saviom to optimally manage more than 4000 consultants around Australia.

Fujitsu Australia is efficiently utilizing its service engineers on the field with the Saviom.

This section will keep you updated about our Implementations, Upcoming releases and News and Events, so don’t forget to check it regularly.

Fujitsu Implements Saviom
Resource for all its engineers
across Australia.
More...

SAVIOM SERVICE DESK OVERVIEW

Saviom Service Desk is highly customisable service desk software which enables the organizations to record and manage service calls in an efficient and orderly manner. Service desk is the first point of contact for troubled product users and it's important that the organization try and make this initial contact as fruitful and resolving as possible. Hence SAVIOM Service Desk enables:


	End users to troubleshoot and search the knowledge base to find the right solution to their problem.
	Service Desk coordinator / operator to log service calls and manage then from a single point.
	Service Desk manager benefits from strong reporting features, this enables the managers and executives to take informed decisions.

The tool assists in the seamless communication between the user and the service provider and the software can be tailored to suit any organizations unique service requirements

Service Call Management

Problem Management

Saviom Service Desk provides facility to record and monitor all types of incidents, errors and issues.

	Assign priority to calls.
	Escalate calls including email alerts.
	Queue management Manage Queues.
	Track & Report Service Legal Agreements.
	Configure templates to capture different types of data.
	Attach and manage call related documents.
	Record Time spent and costing of each call reported and fixed.

	Troubleshoot problems.
	Define and record problems.
	Investigate and diagnose errors and issues.
	Maintains a database of problems encountered in the past.
	Save time by not having to work from scratch over regular occurring problems.
	Reports on results and major problems.

Service Legal Agreement Management

Configuration Management

SAVIOM Service Desk can have fully integrated SLA management component.

	Maintain a asset register with detailed components.
	Know the warranty conditions of every asset.
	Maintain vendor details.
	Maintain and refer to contract details and avoid breach of contracts.
	Easily assessable replacement and upgrade information.
	Manage license and user details.

Saviom service desk caters for product information, troubleshooting information etc.

	Item description and detail.
	Replacement / upgrade information.
	License and contract details.
	Incident / problem history.
	User location and information.

Knowledge & Document Management

Change / Request Management

Saviom Service Desk provides a full-fledged knowledge base and document management to assist in service desk support and also to provide facilities for users to self-diagnose problems and issues.

	Search knowledge base for solutions of similar problems and issues.
	Store and manage product related or any other type of document in the knowledge base.
	Document, and manage knowledge at all levels.
	Avoid bulky documents by digitally attaching any type of document to calls.
	Store Support instructions and FAQ in knowledge base, this solves many problems and issues at source.

SAVIOM Service Desk can have fully integrated change and request management system. This saves valuable time and bypasses bureaucratic procedures and makes the whole change and request management process more efficient.

	End user can enter requests at their level.
	Record every detail related to the request.
	Attach documents related to requests.
	Configurable request approval process.
	Follow the request approval process at one glance.
	Attach notes to the request.
	Addresses costing & budget aspect of request and change management.
	Plan and schedule for change.
	Generate change / request management reports