Service Desk for IBM Lotus Notes

An introduction to Polymorph’s customer support product

Service Desk is an entry level product for managing customer support environments. This presentation focuses on an example of Service Desk used within an IT support team, but the product can be used for any service desk. Here are some examples:

•Internal HR function•Facilities Management•Customer Support for a company’s product

What does Service Desk do?What does Service Desk do?

Who is it aimed at?Who is it aimed at?

Support teams of typically less than 5 people who need a system for managing calls, tasks , reference material and other information but who do not want a complex, expensive system.

A run through of the system will now follow.

Each of the following user ‘roles’ has its own dashboard:

• Management• Resolvers / Technicians• End Users / Customers

This example is the Management Dashboard with integrated charts.

Each of the following user ‘roles’ has its own dashboard:

• Management• Resolvers / Technicians• End Users / Customers

This example is the Management Dashboard with integrated charts.

The title of the system is

configurable.

The title of the system is

configurable.

Drop down menu provides easy

access to various reports

Email Management is where incoming

emails are managed and

either converted to service requests,

items of information or sent to the trash folder.

Email Management is where incoming

emails are managed and

either converted to service requests,

items of information or sent to the trash folder.

The 5 key operational areas of the service desk are:

1.Service Requests2.Tasks3.Reference Material4.Assets and5.Customers

Assets and Customers are optional and can be ‘turned off’.

The 5 key operational areas of the service desk are:

1.Service Requests2.Tasks3.Reference Material4.Assets and5.Customers

Assets and Customers are optional and can be ‘turned off’.

The ‘Settings’ area is where certain options are turned on or off and the

system is configured.

As this is the dashboard, various high level charts give

an overview of how the service desk is functioning.

As this is the dashboard, various high level charts give

an overview of how the service desk is functioning.

The lower area of this dashboard screen provides access to the inbox (where email requests are mailed into), a list of all the current open support requests and all the current tasks. Any of the documents listed can be opened and viewed by double clicking on them.

This is a new support request. These are created either via en email that has been sent directly to the system or manually.

Here’s a quick run through of the form...

Various actions are available.

‘Add to Work Logs’ records your comments, your name and the date and time against the request so that you can keep a log of work carried out to complete this service request.

‘Show Related Reference Material’ displays a list of the reference documents within the system with the same category as this support request.

Various actions are available.

‘Add to Work Logs’ records your comments, your name and the date and time against the request so that you can keep a log of work carried out to complete this service request.

‘Show Related Reference Material’ displays a list of the reference documents within the system with the same category as this support request.

Each support request is automatically given a unique reference number.

The date and time of creation is recorded (as well as when the request is closed).

In addition, the number of hours and days of how long the ticket has been open for or was open for is recorded. This is used later to report on average time taken for each support request.

Each support request has a title (which defaults to the subject of the email if emailed in from a customer).

The customer is selected which is either from the Lotus Notes name and address book or from a separate list of customers, depending on the Service Desk configuration.

If assets are used (in IT’s example, hardware and software assets for example), then these can be logged against the support request.

The request is categorised using user defined lists.

Each support request is then assigned to someone to resolve.

There are then three separate sections on the support request form.

The first, ‘Details’ is a rich text field which would contain the body of the emailed in support request, but can be edited to contain images, documents, text etc.

‘Work logs’ contains an audit trail of work carried out on this request, by whom and when.

The last section is for Tasks.

Any number of separate tasks can be created and linked to this support request.

Individuals are assigned tasks and can see a list of their tasks in their dashboard.

Partially complete service requestPartially complete service request

Other features of the system include:

Asset ManagementThis is a configurable area of the system and can be switched off if not required.Reports on software usage, tag numbers, owners, hardware etc are created in the asset management section.

Customer ProfilesThe system can be configured to use either the Lotus Domino Directory (the Name and Address Book), useful for internal service desks, or can use the customer list within Service Desk.

Reference MaterialMS-Word documents, Visio diagrams, pictures, videos and any other type of file can be stored in the reference material section. Each document can be categorised for easy retrieval.

Other FeaturesOther Features

HelpDeskPro is the ‘big brother’ version of the Service Desk product you have just seen. For businesses requiring advanced features such as:

•Web based portal for end users / customers and technicians•Integration with Blackberry and other mobile devices•Integration with MS-Word and MS-Excel for reporting purposes•Contract management features for supporting different businesses•Management of service level agreements•Integration with email for various auto-notifications•Support for ITIL change management processes, problem management and advanced asset management including integration with network discovery tools•...and many more

...then a review of HelpDeskPro would be recommended. Businesses wishing to start on Service Desk can upgrade to HelpDeskPro at a later date painlessly.

For more information please visit www.helpdeskpro.co.uk

Lotus Beacon Award Finalist 2009 in Best Unified Communications and Collaboration Solution Award CategoryLotus Beacon Award Finalist 2009 in Best Unified Communications and Collaboration Solution Award Category

Polymorph is an IBM Premier Business Partner based in the UK with a global reseller network for its IBM Lotus Notes based software products.

Polymorph provides solutions for:

•Service Desks•CRM / Sales Force Automation•Email management•Document management•Contact Management•...and more

Polymorph is also a Microsoft Gold Partner and provides collaborative solutions based on Microsoft technologies such as SharePoint, Exchange and related technologies.

If you think Polymorph can help you by supplying one of its products, develop custom software for you, provide support services, or if you simply require more information please visit www.polymorph.co.uk

About PolymorphAbout Polymorph

Accreditations:

Thank you for taking the time to review Service Desk.

If you would like to discuss how the system can be implemented within your company or if you would like a demonstration or a 30 day evaluation of the software, please visit www.helpdeskpro.co.uk for our contact details.

Thank You!Thank You!