A1 Service Desk® you can support & manage:

• Your product sales force
• Stock availability
• CRM requirements
• Product orders
• Pick lists (based on the warehouse location of your products)
• Your company’s IT infrastructure

And with our flexible payment system you can even arrange for certain customers to pay you with points and others with currency. Apoyar A1 Service Desk® supports both.

 

The facilities offered by A1 Service Desk® will be accessible by you, your sales force, and anyone else you grant access to. What’s more, A1 Service Desk® will give all your people easy access to each other, wherever they are in the world, via a choice of communication options. Just imagine how much that could save your business in communication costs.

 

We’ve designed standard reports into A1 Service Desk®. But with our innovative system you can also create your own reports, based on your specific business.

Apoyar A1 Service Desk® doesn’t just feature standard Dashboards. It also enables you to create bespoke Dashboards, based on your KPI needs. These will give you a clear overview of:

• Transaction status
• Your Assets; where they are and whether there are updates on the quantities or relations
• Ticket tracking

 

Apoyar A1 Service Desk® enables you to link and set relations not just between CI's (Configuration Items) but also between Incidents, Problems, Changes and Releases.

 

A1 Service Desk will enable your company to create multiple security roles, and provides a variety of ways to access applications (experts, admin, freelancers, call centre, etc).  

A variety of interfaces are available, depending on the user’s security role. These can be edited, removed or added to, as can the security roles themselves which are listed within the system.  

A1 Service Desk is fully scalable, so your investment is always related to your need.

The A1 Service Desk system provides you with the tools you need to benefit from an online store. Offering your products via the Internet, processing orders, managing payment systems and editing the data has never been so simple and convenient

 

ITIL (IT Infrastructure Library) is the most widely accepted approach to IT Service Management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. It’s supported by a comprehensive qualification scheme, accredited training organisations, and implementation and assessment tools. The best-practice processes promoted in ITIL both support, and are supported by, the International Standards Organization (ISO 20000). ITIL provides the foundation for quality IT Service Management (ITSM).The Apoyar A1 Service Desk® Service Management Tool design is based on specific features of the ITSM Methodology:

What is ITSM? ITSM stands for IT Service Management. ITIL provides the foundation for quality ITSM. The Apoyar A1 Service Desk® Service Management Tool is designed based on specific features of the ITSM Methodology: Function: Service Desk provides the primary window for customer and user contact with the Service Organization on a day-to-day basis. The SPOC (Single Point of Contact) approach. Processes: * Incident Management The Service Desk is responsible for the monitoring the resolution of all registered incidents – in effect the Service Desk is the owner of all incidents. Incidents that cannot be resolved immediately by the Service Desk may be assigned to specialist groups or teams. Actions: Incident recording and alerting, Incident support and classification, Investigation and diagnosis, Resolution and recovery, Incident tracking and customer/user communication, Incident ownership, monitoring and closure.   * Problem Management differs from incident management in that its main goal is the detection of the underlying causes of an incident and their subsequent resolution and prevention. Actions: Problem Control, Error Control, Proactive Problem Prevention, Production of Related Management Information.   * Change Management The purpose of change management is to ensure that potential changes to Service components are reviewed in terms of their efficiency to meet the business requirements. Actions: Change introduction - RfC (Request for Change ), Change progressing, Change assessment, Change feasibility, Change risk analysis   * Release Management undertakes the planning, design, build, configuration and testing of hardware and software to create a set of release components for a live environment. Actions: Release policy and planning, Release design, build and configuration, Release acceptance, Rollout planning, Extensive testing to predefined criteria, Sign off of the release for implementation, Communication, preparation and training, Audits of HW and SW prior to and following the implementation of changes, Installation of new or upgraded hardware, Storage of controlled software in both centralized and distributed systems, Release, distribution and the installation of software   * Configuration Management provides direct control over assets and improves the ability of the service provider to deliver quality Services in an economic and effective manner. Configuration management should work closely with change management. Actions: Identification, Control, Status accounting, Verification.   * Service Level Management is the name given to the processes of planning, negotiating, coordinating, monitoring, and reporting on Service Level Agreements (SLAs). The process includes the on-going review of service achievement to ascertain that the required service quality is maintained and wherever necessary improved. These processes are supported throughout the Apoyar A1 Service Desk® Service Management Tool

 

Click on the Apoyar A1 Service Desk URL and your Service Management Organisation is immediately supported with the essential features of ITSM.

All you have to do is input the data required for your specific Service Management. Of course you can enhance the Apoyar A1 Service Desk® core system with the features you need or would like.

 Apoyar A1 Service Desk® is designed so that new features can be easily designed and ready to use within a reasonable timeframe, and at a reasonable price.  

Using APOYAR A1 Service Desk® ensures that your Service Management Organisation is managing and delivering IT Infrastructure Services supported by ISO 20000.  

The Apoyar Service Management Consultancy (ASMC) ensures that you are properly supported and ultimately equipped to fully use all the features of the Apoyar A1 Service Desk®. The Apoyar Service Management Consultancy will look at your Service Management Organisation from an ITIL/ITSM ‘Best Practice’ point of view. It will help you to understand which ITIL/ITSM processes are executed in your Service Organization, and to what extent. ASMC will also help you to:

 

• Identify what actions need to be taken in order to achieve the goals set by Management (Strategic)
• Identify when you need to improve your Service Management process, and to create a platform on which you can build your Service Organisation.
• The ASMC will help you to use the full functionality of A1 Service Desk®.