SapphireIMS Strengthens Its Service Desk Offerings

SapphireIMS, one of the providers of end-to-end IT Service Management solutions, has announced that SapphireIMS has strengthened its service desk offering, to enable the enterprises to provide an improved and a better service for their customers. SapphireIMS service desk is an ITIL certified IT service management platform enabling organisations to model service delivery management functions (which includes IT and Non-IT) and track the adherence. This allows the CXO’s and decision makers to get bird’s eye view of the entire service delivery operations.

SapphireIMS service desk has enhanced its Service Level Management (SLM) for simplifying the complex rule involved in the definitions and management. This helps the organisation to monitor service delivery operations against the pre-agreed SLA’s which includes Standard business SLA’s, Non-business hour SLA’s, Operational level agreement between internal business units, Vendor SLA’s, Power-user SLA and Power-asset SLA’s, etc. Also, helps the organisation to operate across 28 States taking into considerations the different business hours and holidays. It allows the single SLA rule definition which can encompass different business hours and holidays rather 28 separate rules.

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Key Offerings of the SapphireIMS service desk:

• Off-the-shelf process templates for Incident management, Request fulfillment, Problem management, Change management. Process templates can be tailored as per the business operations

• Integration with Active Directory, OpenLDAP for user management, Role based access control

• Implementation of single and multi-level approvals as part of the workflow

• Creation of automated tasks to be performed during state transitions of the workflow through pre and post action controls

• Integrated Knowledge Base

• Configurable auto-assignment algorithm to automatically assign tickets to technicians

• Powerful Notification layer supports E-mail, SMS and custom actions

• Integration with SapphireIMS Business Service Monitoring (BSM) for automatic ticket generation from Alarms and Alerts and SapphireIMS Asset Management (AM) for linking assets to service requests and asset processes

• Scheduler for ticket creation for routine jobs (like back-up or preventive maintenance activities)

• CSAT interface for each ticket and interface to conduct on-line surveys to collect user feedback

• Reporting framework to configure various types of dashboard and reports. Pre-configured reports for SLA compliance, call analysis, call status, performance etc.

Shafi Ahamed, CEO and Co-Founder at Sapphire said, “SapphireIMS Service Desk provides a framework that easily aligns with the ITIL processes through a highly customisable workflow framework, enabling enterprises and managed Service Providers to model their service delivery processes and manage it comprehensively. SapphireIMS service desk is being used by a large number of customers for managing their support function in organisations which have users ranging from 100 to 8000. It has helped organisations to reap the benefits within 6 months of deployment as it undertakes the implementation exercise to ensure successful roll-out for each customer. "

Ahamed added, “The key performance indicator (KPI’s) depends on nature of organisation and their business model. SapphireIMS Service desk allows the modeling to capture KPI’s of interest and provides real-time performance dashboards as well as historical reports for analysis.”