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The IT
Infrastructure Library
Developed in the late 1980's, ITIL has become the
world-wide de facto standard in Service Management.
Starting as a guide for UK government, the framework has
proved to be useful to organisations in all sectors through
its adoption by many Service Management companies as the
basis for consultancy, education and software tools support.
Today, ITIL is known and used worldwide.
Quality Approach
In the past, many IT organisations were internally
focused and concentrated on technical issues. These days,
businesses have high expectations towards the quality of
services and these expectations change with time. This means
that for IT organisations to live up to these expectations,
they need to concentrate on service quality and a more
Customer oriented approach. Cost issues are now high on the
agenda as is the development of a more business like
attitude to provision of service.
Aegis Service Desk focuses on providing high quality
services with a particular focus on Customer relationships.
This means that the IT organisation should provide whatever
is agreed with Customers, which implies a strong
relationship between the IT organisation and their Customers
and partners.
Aegis Service Desk delivers cost and process efficiencies
through best practice standards.
Aegis Service Desk and ITIL
Aegis Service Desk fully supports the ITIL standard
within an IT service environment. Comprehensive service
management processes are fully integrated in the single
application, ensuring seamless workflow between processes.
The following ITIL processes are fully integrated:
- Incident Management
- Problem Management
- Change Management
- Configuration Management
- Service Level Management
A full Client Management system
is also included.
The standard package can be used out of the box. With
it’s customisation capabilities, it can be easily setup to
track any calls by clients and internal staff. Don't take
our word for it! Download the
evaluation copy and give our Aegis solutions a test drive
yourself.
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Web Access |
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Automatic Notifications |
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Automatically notify clients and internal users of
any changes. With automatic notification, nothing
falls through the cracks. You can also customise the
message being sent by inserting system directives,
fields from the database and any free form text.
This allows you to create a more personalise message
for each notification type.
Two levels of notifications
are provided; record level and field level
notifications.
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With record level
notification, you can define the appropriate
clients and users to notify when a new incident
is added, edited, copied or deleted. The
notification is based on changes to a record.
- With field level notification, you can
define the appropriate clients and users to
notify when a field is changed or when a field
equals a defined value. The notification is
based on changes to a field on a record. For
example, you can automatically notify the QA
team or client when the status of an incident is
Resolved or notify the user to whom you
allocated the incident to for resolution.
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Workflows |
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Use workflow to
automatically assign or reassign calls to a support
consultant or a user group. For example, if Call
Type is a Network Problem, you can assign it to the
Network Resolver Group. If Call Type is Application
Problem, assign it to another group.
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Management Reports |
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Comprehensive reports and graphs.
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Print a variety of reports. For example, how
long it took to resolve an incident, how old is
an incident, when is the last response date for
an incident, the estimated, actual and variance
of time and cost for each incident. You can also
select the fields you want printed, specify a
filter to select the required records and how
the report should be sorted. This feature gives
you an unlimited view of your data.
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Graph your data to look at how calls are
distributed and analyse trends. See the big
picture at a glance with Distribution and Trend
graphs.
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Easily e-mail reports, knowledge base and FAQs
to internal staff or clients.
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Use Call Queue to quickly view who is working on
what in tabular and graphical form. Support
consultants can also pick up calls from the
queue.
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Use Job Statistics to
show how many incidents are added, closed or
escalated for a predefined interval.
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Powerful Tools |
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Use filters, views and sort fields to show you the
records you want to see in the form you need to see
it in.
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Filter is a powerful facility that allows you to
do exactly that - filter your database to look
at records of interest to you. As you add
records and your database becomes bigger, it
becomes more difficult to locate the records you
are interested in. For example, you may only
want to look at calls that have not been
allocated to the development teams for
resolution, or enhancements requested by your
clients, or all clients in a given country.
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Filters can also be used in reports, graphs,
import, export, broadcast message and mail merge
operation.
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Views allow you to select specific fields to be
displayed on the grid on the main window. You
can also attach a filter, sort fields and cell
style to a view.
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User defined sort fields allow you to sort your
records by more than one field. For example, you
can sort your records by Reference # in
ascending order, followed by Status in
descending order and Call Type in ascending
order.
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Cell style allows you to
highlight records based on the value of a field.
For example, if Priority is Low, set the colour
to green, if High, set it to red.
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Fully Customisable |
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Use the program as supplied or change it to work
your way. Set up your own databases, the way you
want them. Change your view of information, define
field names and attributes, attach a list box to a
field and use the form designer to design your own
forms. Each field is fully configurable.
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Use the form
designer to design multiple forms. This allows
different users to use different forms depending
on their skill levels. You can also define
different forms for your clients, suppliers,
resellers or 3rd party providers. You can then
assign the forms to them for web access.
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Hide fields you
don't need, move fields around by dragging and
dropping them to a new position and specifying
the tab order of each fields.
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Configurable field
properties let you define field names,
compulsory fields, attach list boxes (look up)
to fields and provide default values.
- Define your own list boxes and attach them
to any fields.
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Knowledge Base |
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A fully searchable knowledge base with resolution
history is included. You can automatically create a
knowledge base from the records you added. Over a
period of time, you can build up a knowledge base of
common problems and also a resolution history.
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And Much More... |
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Estimate the time and amount spent for each
incident and let Aegis Help Desk calculate the
actual time and amount spent. Track the total
cost and time spent to resolve a problem.
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Track how a call will impact on other areas and
schedule tasks to be performed before work
commences on a call or after it is resolved.
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Track parts used
to resolve an incident and the total cost of
parts used.
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Attach an
unlimited number of files to each call. You can
also attach files in the web version and view
attachments
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Define your help
desk support hours and let Aegis calculate the
actual elapsed time.
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Scheduled call
backs for client follow up.
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Interface to
external e-mail systems.
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FAQ.
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Broadcast messages
via e-mail to your clients or internal users.
You can also merge data from your database to
create a personalised message and include
attachments in the e-mail.
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Full security
control.
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Record templates,
auto complete and populate options for quick and
accurate data entry.
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Unlimited number
of databases.
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Data import and
export.
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Group update and
delete.
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Configurable audit
history.
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Create unlimited
user groups.
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Mail merge with
Word documents.
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Define your own
list boxes and values (lookups).
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Product inventory.
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Track competitors.
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Track cost
centres, custodians, lessors, locations,
manufacturers, service providers and suppliers.
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Track staff
training history.
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Record staff’s
internal and external charge rates for costing.
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Reminders to remind you of due dates or other
important dates.
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Copy record to clipboard.
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Network ready for multi-user environment.
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Optional Add On Modules |
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The following optional
add on modules are available for Aegis Service Desk.
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| For more information please contact the MicroWay
sales team: |
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Head Office
MicroWay Pty Ltd
PO Box 84,
Braeside, Victoria, 3195, Australia
Ph: 1300 553 313
Fax: 1300 132 709
sales@microway.com.au |
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Sydney Sales Office
MicroWay Pty Ltd
PO Box 1733,
Crows Nest, NSW 1585, Australia
Tel: 1300 553 313
Fax: 1300 132 709
sales@microway.com.au |
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International: call +61 3 9580 1333, fax +61 3 9580 8995
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