Reorganize your technical support area
Manage, solve and evolve.
Help to order
An 100% web technology service, channeling all your requests and attention through a single point of contact solution, immediate impetus in the agility of processes, solutions and attention aligned with ITIL and Best Practices.
Greater profitability of the company thanks to:
Centralize all the information and organize the cases to serve them in order of importance for the business using efficient IT resources.
Unify and formalize the way in which cases are resolved or changes are made so that all advisors attend in the best known manner.
The advisors know the real situation of all the goods, processes, historical and dependencies that may affect when making a change.
The services and support processes are measured and continuously improved.
There is only one point of service which helps the user find easily how to order something and the service provider receives quickly and in concrete terms what the user needs.
Users can easily and accurately express what they need. Selecting by services, by categories or in a search engine by words that will detect matches with descriptions of incidents or requirements.
The advisors can attend the cases from a computer, tablet or cell phone. Even take remote control of the PC with problems.
Each process is customized. With this you can implement each ITIL process and improve it according to the maturity of the company.
The attention groups are clear when they participate. They are warned or integrated automatically at the necessary time.
The users are informed during the attention of their case and they qualify the service when the case is closed.
The system automatically detects if it is an incident, requirement or some other type of case and selects the appropriate Attention Model.
Engine, CMDBs and Database
Operations and remote support
Administration of computer equipment. ITIL processes and best practices
Organize, by priority, the attention of your advisors taking into account the parameters of impact and urgency inherent to each case.
Distinguish working days and non-working days, applicable to personalized calendars according to the conditions of each project.
Obtain the qualification online for each service provided. Users have the ability to rate each closed case, including requesting reviews or not closing the case for the reasons described online.
The service levels are stipulated according to parameters such as the working time in which the service must be restored, the service groups, escalation form, percentage of time that each group must devote to the service.
Three different ways for the user to find the category in the way that is easiest for him. Icons of the most frequent services, sub-services and cases, category-subcategories-detail or searching by coincidence of words descriptions of any case.
Number of incidents, solution times, compliance with SLAs, cases by priority, service ratings, among others. In addition, a complete application for the drafting of reports that allows the generation of reports, queries and indicators to measure, evaluate and improve the management of the service desk.
Save time and effort. Ensure quality in care, documenting solutions and creating your own knowledge base. Documentation separately in the language of the user and in technical language. It adds any type of files, text, html, videos, images, among others. Rating by users of self-help is maintained
Users informed at all times. Users are automatically notified by the system when an advisor initiates attention, enters new actions or terminates the case. They can also add new information or additional comments to their cases.
Information to control and make decisions. Different graphics board to handle the main indicators that measure the state trends and the health status of the service. Graphics of KPIs that are updated automatically. Management graphics by depth from tablet or cell phone.
via internet from CellPhone - Tablet - PC using their licenses Discovery - Global.
HW / SW server
Operating System: Windows Server 2008 or higher of 32 or 64 bits with its corresponding updates.
Processor of the Intel Xeon range or compatible with speed of 3 GHz or higher (Superior recommended).
RAM memory 8 GB (higher recommended).
Internet Explorer 10 or higher.
Version of .NET Framework: 4.5 or higher, depending on the operating system.
Characteristics of .Net Framework 3.5 and 4.5.
Minimum free hard disk space of 20 GB.
Fixed IP Address.
IIS (Internet Information Services) installed and functional with the administration console enabled. Role services for application development with ASP, CGI and Server Includes components installed.
Last available version of Discovery installed and functional.
The Atis console requires for its operation IE 10 or IE 11, in addition to the Silverlight component. If it is not installed when trying to open the Atis site, it will be requested to download and install it.
The ITHC site can be run from browser versions IE 10, IE 11 and IE Edge. It is possible to access the site through browsers belonging to mobile devices.
Installation credentials: For the installation of the software it is necessary to have Administrator credentials. The installation of components for IIS requires having access to the installation means of the operating system.
Database engine requirements
Microsoft SQL. Database engine SQL Server 2008 or higher in its different versions and editions.
You must have up-to-date updates of both the operating system and the database engine.
WEB system for the total administration of the Systems Department
Management in The processes of:
A CMS + CMDBs that allow to maintain and manage the information of each object, person, area, location, document, process among others. Processing of tailor-made processes to carry in the CMS ITIL and non-ITIL processes that the business needs. Eg Incidents, problems, changes, requirements, knowledge. Internal processes to carry purchases, bids or changes implementations. Processes to take the health analysis of the processes or administration of SLAs. Processes to take the improvements of the CSI processes. Connection with other products to fill or consult the CMDBs, or execute remote tasks such as remote control or software distribution.
The telephone service is decongested, since users can, from the WEB application or from their cell phone:
1. Ask or report something to the help center - With a lot of flexibility and help the client is asked.
2. How is the solution? - Allows online tracking of cases already reported.
3. Possible solutions - The user is informed of the work around that he can use or let the support area take over.
4. Additional data - Each type of user request has a process and asks for specific data. Data necessary for the process or for qualifying the service.