Aegis Service Desk - ITIL Based Service Management System

Aegis Service Desk is an ITIL based service management system. ITIL (the IT Infrastructure Library) is the most widely accepted approach to IT service management in the world, ITIL provides a comprehensive and consistent set of best practices for IT service management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems.

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 organizations 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 organizations 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 organizations 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 organization should provide whatever is agreed with Customers, which implies a strong relationship between the IT organization 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 customization 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.

Web Access
Log calls via the web. The web front end can be access by your staff and clients and can be used together with the Windows version of Aegis. Use the web front end to provide your external clients with a self-help facility and reduce support calls and cost. Give your clients the ability to log and view their own calls, search the knowledge base and view FAQs via the web without them calling your support center.
Automatic Notifications
Automatically notify clients and  internal users of any changes. With automatic notification, nothing falls through the cracks. You can also customize the message being sent by inserting system directives, fields from the database and any free form text. This allows you to create a more personalize message for each notification type. Two levels of notifications are provided; record level and field level notifications. 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.
Workflows
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.
Management Reports
Comprehensive reports and graphs. 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.  Graph your data to look at how calls are distributed and analyze trends. See the big picture at a glance with Distribution and Trend graphs. Easily e-mail reports, knowledge base and FAQs to internal staff or clients. 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. Use Job Statistics to show how many incidents are added, closed or escalated for a predefined interval.
Powerful Tools
Use filters, views and sort fields to show you the records you want to see in the form you need to see it in. 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.  Filters can also be used in reports, graphs, import, export, broadcast message and mail merge operation. 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. 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.  Cell style allows you to highlight records based on the value of a field. For example, if Priority is Low, set the color to green, if High, set it to red.
Fully Customizable
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. 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.  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. 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.
Knowledge Base
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.  Resolve incidents quickly using the fully searchable knowledge base with resolution histories.   Draw on the knowledge of all team members.
And Much More...
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. 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. Track parts used to resolve an incident and the total cost of parts used. Attach an unlimited number of files to each call. You can also attach files in the web version and view attachments Define your help desk support hours and let Aegis calculate the actual elapsed time. Scheduled call backs for client follow up. Interface to external e-mail systems. FAQ. Broadcast messages via e-mail to your clients or internal users. You can also merge data from your database to create a personalized message and include attachments in the e-mail. Full security control. Record templates, auto complete and populate options for quick and accurate data entry. Unlimited number of databases. Data import and export. Group update and delete. Configurable audit history. Create unlimited user groups. Mail merge with Word documents. Define your own list boxes and values (lookups). Product inventory. Track competitors. Track cost centers, custodians, lessors, locations, manufacturers, service providers and suppliers. Track staff training history. Record staff’s internal and external charge rates for costing. Reminders to remind you of due dates or other important dates. Copy record to clipboard. Network ready for multi-user environment.
Optional Add On Modules
The following optional add on modules are available for Aegis Service Desk. E-mail Server Escalation Live Graphs Report Scheduler System Alerts Tasks Scheduler Workstation Audit Database Monitor