ITPOWERPAC® Help Desk for Lotus Notes

Sophisticated Helpdesk Solution

ITPowerPacHD.gifThe helpdesk is the backbone of most IT organizations; its mandate is to support success. In today’s fast paced environment, a well-managed and proactive support center is a key ingredient for companies that value performance.

Helpdesk managers and technicians need to handle more calls in less time with fewer resources and they can’t afford to sacrifice customer expectations.

Through its feature-rich and intuitive design, ITPOWERPAC® Help Desk for Lotus Notes lets users easily generate help tickets and service requests. Calls for help are prioritized to enable mission-critical problems to get the attention they require without delay. Technicians can be automatically notified by email or pager.

  • OVERVIEW
    OVERVIEW
    OVERVIEW
    OVERVIEW
    OVERVIEW
    OVERVIEW
  • AT-A-GLANCE
    AT-A-GLANCE
    AT-A-GLANCE
    AT-A-GLANCE
    AT-A-GLANCE
    AT-A-GLANCE
  • FEATURES
    FEATURES
    FEATURES
    FEATURES
    FEATURES
    FEATURES
  • COMPONENTS
    COMPONENTS
    COMPONENTS
    COMPONENTS
    COMPONENTS
    COMPONENTS
  • REQUIREMENTS
    REQUIREMENTS
    REQUIREMENTS
    REQUIREMENTS
    REQUIREMENTS
    REQUIREMENTS

OVERVIEW

Solving problems quickly while simultaneously improving service quality is a key ingredient for companies that value performance.  ITPOWERPAC® Help Desk for Lotus Notes is designed to underpin the support function of any IT organization, regardless of its size or complexity.

ITPOWERPAC® Help Desk for Lotus Notes provides a simple yet comprehensive interface that enables users to track issues from their point of inception through to resolution.  Seamlessly integrated with other ITPOWERPAC® for Lotus Notes modules such as Issue Tracker and Asset Manager, Help Desk provides organization-wide visibility, control and management of IT incidents – a key enabler to improving the efficiency and performance of any IT support function.

ITPOWERPAC® Help Desk for Lotus Notes will take account of Service Level Agreements defined to the system; additionally, Help Desk’s internal escalation routines (configurable by customer, category or technician) will undoubtedly provide complete confidence of how incidents are being managed within your organization.

Issues of a similar or repetitive nature can be used to create KnowledgeBase entries to further enhance the performance of your IT support function.  KnowledgeBase entries are available to all end users whether viewed through the Lotus Notes client software or via the browser over the web.

AT-A-GLANCE

  • Improve your organizational efficiency.
  • Enhance your helpdesk performance.
  • Immediately ready to use; no extensive setup.

FEATURES

  • Improved organizational efficiency:
    • Help Desk maintains a repository of vital feedback and statistical data, which indicate
    • organizational strengths and weaknesses.
    • Sophisticated reporting allows you to project and chart the trends that matter.
    • Proactively service your organization and get the maximum potential from every technician and
    • every end user.
    • Understand which issues come up time and time again - customize your training accordingly.
  • Improve Your Helpdesk Performance:
    • Know when the peak call times are and staff accordingly.
    • Client surveys allow you to get feedback from the people you service.
    • Identify and address Helpdesk strengths and weaknesses to increased user satisfaction.
  • Put the Power of Technology to Work for your Helpdesk:
    • Browser based (web-based) application with clean, intuitive navigation and workflow
    • Technicians can open and close tickets on the fly through a browser
    • Authorized end users can access the software.
    • Remotely check the progress of tickets, submit a request, or view a service bulletin that
    • explains a widespread outage.
    • Search the ITPOWERPAC® for Lotus Notes KnowledgeBase to solve problems before users call.
  • More features of the industry's leading Helpdesk solution:
    • Help Ticket generation both internal and external.
    • “Quick Ticket” capability.
    • Automated or manual technician dispatch.
    • Automated or user-defined escalation.
    • Seamlessly integrated with ITPOWERPAC® for Lotus Notes' sophisticated KnowledgeBase
      • Additional links to web resources such as RightAnswers.
      • Internal FAQ.
    • Task tracking.
    • Support for Service contracts.
    • Asset correlation.
    • Online help request posting forum.
    • Extensive routing and tracking.
    • Extensive performance statistics by technician, problem type, caller, month, and day.
    • Reporting by ticket, caller, status, problem type, technician, priority and date.
    • Work order creation and task tracking.
    • Supports both internal IT helpdesks and external customer service.
    • Customer satisfaction survey.
    • Complete Internet, Intranet and Extranet compatibility.
    • Full user guide.
    • Immediately ready to use; no extensive setup.

ITPOWERPAC COMPONENTS

  • Icon - Asset Management.png

    Asset
    Manager

    Optional component that gives you the tools to track and manage your hardware and software assets throughout their life cycle, while giving you critical information about all assets in your infrastructure.

  • Icon - Question Mark - Gray.png

    Help
    Desk

    Optional component that provides collaborative and integrated tracking of software and IT issues/incidents and promotes improved time to resolution for critical components of your IT Service operations.

  • Icon - Faqs - Gray.png

    Issue
    Tracker

    Optional component that provides comprehensive and sophisticated bug and defect tracking solution that offers project managers, developers and quality assurance teams continuous monitoring and assignment of defects, from initial report through to resolution, for various versions of projects or products.

  • Icon - Applications - Gray.png

    Project
    Manager

    Consolidates knowledge and uses it to coordinate the interactions of multiple projects through the critical phases of all project initiatives: Initiation, Project Planning, Execution, Management & Metrics and Analysis.

  • Icon - Business.png

    Sales
    Manager

    Allows Sales Professionals to control the complete sales cycle from initial lead capture to final close. Sales Manager has the tools you need to grow revenues quickly, predictably and profitably by focusing on the right deals at the right time.

REQUIREMENTS

  • Operating System
    Windows
    Linux
    Sun Solaris
    Midrange (System i | i5/OS)
    Mainframe (System z | z/OS)
  • Domino
    IBM Lotus Domino 6.5 or later 
  • Client
    IBM Lotus Domino 6.5 or later. Any standard web-browser (Internet Explorer, Firefox, etc.)

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