HelpDesk and Knowledge Management

F1Helpdesk provides simplified approach for IT Service Management implementing Information Technology Infrastructure Library (ITIL) best practices. Incorporating key components such as Incident Management, Problem Management and Change Management.A comprehensive enterprise application covering SLA Management & Service Escalation,Business Rule Engine, Flexible Workflow, SAP integration, Asset/Equipment Upload,HelpDesk Agent Workspace,In Dispatch/In Queue/In Service Box,Knowledge Management,User Defined reporting System etc.

Functional Features

•ITIL Based HelpDesk Management
•Incident Management
•SLA Management & Service Escalation
•Service Request
•Purchase Request
•Problem Management
•Change Management
•Mutiple Business Rule Definition
•Knowledge Base
•Flexible Workflow
•Helpdesk Operator Workspace
•Service Representative Load Balancing
•Asset Management

Reporting System

•Configurable Reporting System
•Graphical Analysis & Tabuler Report
•Customizable Grouping, Ordering, Filtering
•E-Mail, Printer, Screen, File
•Report can be taken in Multiple Destination

Technical Features

•Integrating to Windows Active Directory for Authentication
•Enabling Single Sign-On
•SAP Integration
•Enabling Workflow Based on SAP-HR-OM
•Role Based Authorization
•Workflow: Multiple, Flexible, Approval Path
•Delegation of Authority
•User Sepcific Dashboard
•Remainders & Escalation Procedure
•Equipment & Contractor Upload
•Help Library