helpdesk pp slides 2009
DESCRIPTION
Helpdesk application presentation slidesTRANSCRIPT
Mike Dowling Director
FMDirect LimitedDemonstration of FastTrack HelpDesk & PPM
FMDirect: Facilities Management Software
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Company
Main Office in Coulsdon, with clients throughout the UK.
We are the main partner/reseller of iiS software in the UK & Ireland
FMDirect work directly with clients and via our business partners.
We consider ourselves amongst the market leaders in Help Desk, Room Booking, PPM and FM solutions.
Mission Statement To provide our clients, high quality, innovative and
affordable software solutions.
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iiS Software Clients iiS Limited FM Solutions
SectorSelection of Users Central Govt. DTI, Bank of England, Ministry of Defence, Central Office of
Information, The Rent Service Local Govt. London Borough of Croydon, Portsmouth City Council,
Devon County Council, Lancaster County Council InsuranceScottish Widows, Scottish Equitable (Aegon) Education/ Dudley College, Enfield College, Kings College, National
Research Physical Laboratory, Cambridge Regional College, Plymouth College, The National Trust, National Library of Scotland, Dundee College, University of London, University of Hull
Manufacturing Nycomed Amersham, Yorkshire Electricity, Nokia, Novartis, Rio Tinto, Element 6 (De Beers Group)
Services McKinsey, Vodafone, SONY BPE, HBS FM, AT Kearney Servus FM, Serco, Mapeley, Brytec, JCA Group, Accenture,
Interserve FM, Saga Group Medical NHS Connecting for Health, Whittington Hospital, Guys
Hospital, Institute of Cancer Research, The Royal Pharmaceutical Society
Banking J P Morgan, American Express, Bear Stearns, Bank of Scotland, Anglo Irish Bank, Hermes Pensions Mgmt.
Entertainment English National Opera, Gala Casinos, York Racecourse
FMDirect: Facilities Management Software
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iiS Client Testimonials
“The Help Desk system has been the most successful computer project within our service area in the past six years, to my knowledge. It has performed well, is easily understood and has substantially improved our service to our clients“
– Stuart Anderson MRICS, Senior Building Surveyor, Portsmouth City Council.
“iiS software has much improved the transparency of internal work order requests and virtually eliminated paper flow from that part of the procedure. The project has been deemed a complete success.“
– Bob Mac Cormick, Chief of Operational Services, Institute of Cancer Research.
"Having worked with most of the FM based systems on the market, we have found Fast Track Help Desk to be far superior in terms of features, quality and operation. The fact that we have so much confidence in the system, is the reason why we entrust our most prestigious contracts to its care.“
– Chief Technology Officer, Servus Facilities Management
“The software provides an excellent fit to the requirements of our intranet room booking community. iiS have responded well to our requests to tailor the system, and my team is able to rely on iiS support as part of a quality solution.“
– Stephen Higton, Novartis Pharmaceuticals UK Ltd.
iiS Limited FM Solutions
FMDirect: Facilities Management Software
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FMDirect Structure
Project ManagerOverall strategic
responsibility direct to client
Client
FM/IT ConsultantResponsible to PM and
Client
Post Set-up SupportSupport Team responsible for ongoing maintenance, support
and upgrades
Set-up TeamCombination of FMDirect &
FMHelpdesk Support Staff and Consultants
Help Desk TeamCombination of permanent and
part-time staff, 24/7 shift rotation responsible for service delivery and client/contractor interface
Helpdesk ManagementImplementation Structure
FMHelpdeskPartner strategic
responsibility
iiS Ltd.Software design company
responsible for product development and customisation
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National Helpdesk Structure
Project Manager
Client
FM Consultant
Help Desk TeamCombination of permanent and
part-time staff, 24/7 shift rotation responsible for service delivery and client/contractor interface
Helpdesk OperationsImplementation Structure
CustomerHelpdesk Web Access
Database Server with SQL database & FMHelpdesk Software
Web Server With Microsoft IIS and Web Software
Contractors
Helpdesk Office Location
2MB ADSL Links
Customer ADSL Link
Remote Contractor Update 1. Forward work to engineers regarding
reactive works. 2. Forward Planned jobs 3. Update parts used & close out jobs for
costing
Internet
ContractorTelephone
MobileADSL Link
Help Desk Schematic
The diagram below shows connectivity via 2MB ADSL links to the internet. All data for the client resides on these servers including contractor, SLA and building data. Customers can have their own link to the database via the Internet.
FMDirect: Facilities Management Software
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FastTrack Software Features
– Automatic Email to Requestors, Contractors
– Contractors, SLA’s, Escalation & Work Monitoring
– Reporting, Resource Usage– Planned Preventative Maintenance– Active grid view– Wizard set-up assistant– Suppression– Colour code view– Visual date manipulation – Labour, Stores, Materials Costs– Invoicing– Web or Client server
Software Features
FMDirect: Facilities Management Software
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Benefits
Improved Customer Service
Call Escalation & Jeopardy
Centralised Contact/Data
Reporting & Call Metrics
Calls Managed to Closure
Web Access
Real-time Work Monitoring
SLA Compliance
FastTrack Helpdesk
FastTrack Helpdesk
FastTrack Helpdesk
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iiS Limited FM SolutionsFast Track Printouts
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iiS Limited FM SolutionsFast Track Printouts
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“Wireless data access devices to outsell fixed devices by 2003”
- IDC/Dataquest’s 1999predictions come true
FastTrack Helpdesk Database
Communications
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Web Software Screenshots
Demonstration
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Presentation EndEmail [email protected]
Demonstration