IT service management

Sorting I.T. out

Regardless of the size of your user base from small SME to large corporate, the scalability of Richmond ServiceDesk puts you in control of all your end users support requirements.

Richmond ServiceDesk has all the modules integrated to meet the demands of specialist and end users alike.

With all modules pre-integrated, Richmond ServiceDesk ensures you meet your organisational goals and objectives, from adhering to ITIL processes to increasing productivity and accountability, and ultimately delivering real customer satisfaction.

 

 

[slide-left]Incident and request management[/slide-left]

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Incident and request management allows support departments to quickly log, prioritise and escalate requests from anyone in any location. Requests are automatically routed to the appropriate team. Incident and email Templates allow single-click logging of tasks such as password resets and standard responses to common questions. Incident linking and knowledge allows solutions to be shared and easily found. Activity management organises workloads and keeps track of routine maintenance tasks such as server and backup checks.


Richmond ServiceDesk is an all encompassing solution, so it saves money because the whole team works from it.
— Moiz Sheikh, FGA Capital

[slide-left]Service level management (SLA)[/slide-left]

Automatically create response and resolution targets with escalation to ensure that service goals are optimised and achieved. Impact assessment automatically adjusts timings to ensure the appropriate prioritisation of support and technician workloads.


 

[slide-right]Change management[/slide-right]

Change Management allows changes to be managed from the initial request through approvals and deployment to analysis and review. Definable status workflows, task management, risk assessment, web-voting, back-out plan, change review and time/cost recording features provide essential information for monitoring changes and managing their costs to the business.


If it wasn’t for Richmond ServiceDesk, there would have been many times when we would have been snowed under.
— Pete Worrall, EQL

[slide-right]Service catalogue[/slide-right]

Service Catalogue allows the creation and monitoring of business and technical services. Automatic availability notifications keep users informed about service interruptions. Services can be viewed through the Customer Service Portal, making the status of key systems visible to those who need to know.


Other benefits....

 

Master problem management . . .

Problem Management allows intelligent linkage of incidents to problems to reduce duplicated work by technicians. Automation communicates workarounds and resolutions amongst technicians and users. The end result is total mastery of problem management

Gain control of the asset management lifecycle . . .

Lifecycle Asset Management is fully integrated with the service desk and includes data import, asset history for moves, additions and changes, asset maintenance for warranty, asset tracking for loans, and asset locking for security.

Instant access to management information . . .

Our management meporting allows ad hoc and scheduled access to hundreds of reports. Support departments have instant graphical access to workloads and incident statistics, with drill through to underlying data. Typical reports include SLA performance, incident volume, closure rates, asset utilisation and contract/warranty exposure.

100% customer self-service adoption . . .

The Customer Service Portal (CSP) opens the service desk to customers and promotes proactive self-service to free up your valuable service desk time. The CSP accommodates the support requirements of a highly diverse customer base and gives full control over the details presented to customers, and the self-service functions they can perform. Powerful capabilities, such as a button that copies a portal in its entirety ready for a new customer group, makes it truly easy to manage a wide range of customer support requirements..

Valuable knowledge at your fingertips . . .

Knowledge Management ensures that the wisdom of support departments and other intellectual property is captured for sharing and re-use, including with external customers. Features such as quick knowledge conversion makes it easy to capture useful resolutions and advice and single-click knowledge transfer to incidents ensures that information is used effectively.

Works out of the box . . .

Richmond ServiceDesk provides an out-of-the-box service management system that can easily be customised to specific requirements. All customisations are maintained during updates to new version releases.

Easy to use . . .

The Richmond Customer Service Portal ensures company-wide adoption of self-service by providing an application that is extremely easy to use and delivers the information that customers really need.

Highly flexible . . .

The Richmond Customer Service Portal ensures company-wide adoption of self-service by providing an application that is extremely easy to use and delivers the information that customers really need.