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Systems Management Appliance

 

Help Desk Management

Integrated Help Desk Management Functionality for Improved User Support


Customers Review KBOX's Help Desk

Although providing high quality incident support is a top priority for most IT organizations, often overly complex software solutions requiring integration with other systems can stymie results and lead to dissatisfied users.

KBOX™ Systems Management Appliance Help Desk provides an easy-to-use, comprehensive appliance-based alternative to traditional help desk and desktop management software packages. It offers advanced functionality to help automate ticket management, reduce manual effort in resolving issues and assure high quality service levels.

KOBX Help Desk can be used to support ITIL-based incident management processes leveraging the central KBOX database and KBOX Asset Management as an efficient central configuration management database (CMDB).

Functional Pre-integration

As KBOX is a pre-integrated appliance, all functionality is available from a single UI and all data is pre-integrated. The KBOX functionality uses a CMDB, allowing service desk personnel easy access to context sensitive information across key modules such as computer inventory, configuration management, patch management, remote administration, and reporting and asset management. Users can easily move from KBOX Help Desk to problem analysis in inventory management to resolution in configuration management. Further, all activities and impacts are tracked, ensuring easy benchmarking of service levels and auditing for compliance.

Policy-based Workflow

KBOX Help Desk includes the ability to set up multiple support queues and configure process-based rules to govern the flow of tickets. Tickets are also completely customizable, searchable and sort-able, allowing users to take control and improve first time call resolution. Ticket queues can be pre-defined based on skill sets, location, and distributed by owner workload in order to ensure appropriate service levels can be met. Ticket assignments can be automated based on hierarchical categories, and escalation notifications generate e-mail alerts if tickets are not promptly addressed. Pre-packaged best practice rules are included and focus on automating ticket status transitions -making it easy to improve responsiveness to user input. Tickets can be set up with parent-child relationships to automate closure of dependant tickets and add structure to related tasks required to complete prior to closure of an umbrella work order. Permission based access to approval fields helps administrators govern and track process completion. Further, KBOX tracks the ongoing service process, including reporting changes in ticket status to appropriate parties.

Self-Service User Portal

KBOX makes it easy for users to submit support requests by email or through the self-service user portal so that they can log their first request in seconds. Integration with Active Directory/LDAP to regularly import users provides for secure user authentication. The portal then allows users to access a flexible knowledge base, see hardware and software inventory information, install IT controlled software packages, and raise and view support requests. An integrated, automatic and configurable customer satisfaction survey is also part of KBOX Help Desk.

Help Desk Customization

KBOX Help Desk is fully customizable to each organization’s unique requirements and processes. Fields, field values, defaults, escalation rules, e-mail notifications, queues, workflow rules, and the incident list and detail views can all be customized.

Service Reporting

KBOX reporting allows tracking of service desk performance and responsiveness to business needs. Pre-packaged KBOX reports and an intuitive ad-hoc reporting wizard make it easy to gain visibility into incident resolution times, ownership and overall service desk workload.