Features
- Incident and Work Order management
- Email integration and automation
- Active Directory integration and automation
- Email Notifications management and customization
- End User Portal
- Mobile portal (browser independant)
- PC scan for hardware and software
- Latest technique
- Very easy to set up and configure, you are up and running in minutes.
- Online personal support
- Customer program for improvements based on customer demands
Benefits
Users
Technician / Engineers
Management
Business
ITIL
The Information Technology Infrastructure Library (ITIL) is an Information Technology (IT) management framework that provides practices for Information Technology Services Management (ITSM), IT development and IT operations. ITIL gives detailed descriptions of a number of important IT practices and provides comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs.
Riwhelpdesk is based on ITIL framework defined by UK base institute. It covers servicedesk along with asset inventory. Riwhelpdesk has following modules:
ITIL Regitwise HelpDesk Process :
Users
- Users get a standard way to report cases.
- Users build up a history that helps solve problems in the future.
- The user knows that each case has been taken care of and resolved within a specified period.
- Better service to users with automatic update of the status of cases.
- The user has access to the solution database to itself to solve the problems.
- The purpose of the Service Desk is to provide users a better and faster service. Recurring problems should be pre-built and nothing will "fall through the cracks."
Technician / Engineers
- A central database of client details, helpdesk history and a tool to solve problems.
- A log to store each event in the history of the case.
- Structured approach to all help desk activities and issues.
- Automatic escalation to assist in time.
Management
- One way of getting employees to work after a standardized and efficient designs.
- The automatic way to monitor SLAs (Service Level of Agreement).
- To facilitate the automatic help desk escalation.
- Statistics and trend reports to identified your problem areas and work more efficiently.
- To provide better service to users.
Business
- Faster solution to the problems that arise in the business.
- Reduced technical problems.
- Modern and effective approach for users and technicians.
- Improving the use of the internet to provide support to users.
ITIL
Riwhelpdesk is based on ITIL framework defined by UK base institute. It covers servicedesk along with asset inventory. Riwhelpdesk has following modules:
- Incident Management
- Problem Management
- Change Management
- Email Notification
- Asset Management
ITIL Regitwise HelpDesk Process :
 |
| ITIL Regitwise HelpDesk Process |
Ticket Submission :
 |
| ITIL Regitwise HelpDesk Process - Ticket Submission |
Business Rules :
Business Rules helps to dispatch the requests automatically with various category selection & assigns to different technicians immediately after the requests are created.
Asset Inventory Management :
The Asset Management functionality within the RegitWise ServiceDesk/HelpDesk software provides a centralized repository for all of your organization's hardware and software inventory. Detailed information on each asset can be viewed; either directly through a reported trouble ticket or through Asset Searches.
Important links
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