29 July 2010
| Mansystems
- ExpertDesk
The ExpertDesk® Service Management Solution is a business support application for service providers and IT departments, based on the ITIL philosophy and compliant with ITIL-related process models like ISM® and IPW®. ExpertDesk® provides all the elements needed to effectively manage and control support processes and improve the quality and efficiency of services. It provides a comprehensive and complete out-of-the-box solution, which can be quickly adopted and - if requirements change - smoothly adapted to a new environment. This dramatically shortens the implementation time and maintenance costs. Mansystems have used their experience from previous releases and experiences with many customer implementations to develop a user-friendly interface (GUI) that is simple and consistent with the look and feel of Windows. ExpertDesk® has a web interface that can be used for call logging, call monitoring, etc. Access to the knowledge base from the web is also available. This web interface is adaptable and can be tightly integrated to a company's website. The ExpertDesk® application has been developed in the Remedy Action Request System (ARS) and will continue to evolve with the latest ARS technology. ARS is an enterprise scale 4th generation language (4GL) platform delivering a flexible, scalable, adaptable and integratable solution framework with a graphical user interface (GUI). This adaptability is very important for the ever-changing IT and Telecom organisations. The integrated ExpertDesk® service management solutions allow management to have access to detailed reporting and analysis of many areas, which is the key to successful service delivery. Examples are performance against service level agreements (SLA), trend and cost analysis and problem root cause analysis. ExpertDesk® is available with a complete set of management reports based on Business Objects. Other reporting engines can be supported as ARS is able to store its data in a broad range of enterprise scale databases. Several process models can be implemented, including ITIL, IPW® and ISM®. The service management model is used to set up and control every process recognised by the organisation. Every process and task in the system has an audit trail that can be used in reports to compare real performance with agreed performance. All processes are integrated. ExpertDesk® is a modular application that can be adapted to customer requirements. A customer can start with a simple incident process, add change management and configuration management, and end up with a full suite of service management processes. The application is easy to configure using the same user interface. The application is very flexible in supporting different configurations because the key functionality is data-driven. The architecture of ExpertDesk ® reveals many years of experience in designing service management applications. Keywords are consistency, simplicity, maintainability, flexibility, and adaptability. The ExpertDesk ® Process Application Server contains all key the elements used throughout the entire application: authorisation model, name-address database, task-mechanism, knowledge base and link mechanism. Application highlights:
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