The Service Desk component of our Telecommunications Management solution helps you leverage self-service portals, structured workflow methods and service catalogs to facilitate prompt action on Move/Add/Change/Disconnect (MACD) service requests, and ensures that changes to services and assets meet Service Level Agreements (SLAs).
Service Desk includes the following capabilities:
Service Catalog
Our solution enables the dynamic creation and publication of Service Catalogs that govern workflow routing activities and streamline data entry. Service Catalog elements should include workflow, auto assignment of related charges, configuration items, etc.).
Workflow Management
Our experts will set up customized workflows that govern the automatic routing of your workflow events.
Workforce Management
We will manage the availability, capacity, assignment, tracking and automated notification of support personnel to workflow activities.
Self Service Portal
Our solution accommodates the initiation and tracking of your service requests and incidents through an on-line portal.
Satisfaction Surveys
We can automatically initiate a survey based on business rule configuration for closing an incident.
Heirarchical Approval
We can accommodate the custom creation and automatic routing of service requests based on user-defined rules.
SLA-Based Escalations
Our experts will manage the automated performance tracking and reporting escalations associated to service requests for transactions that exceed SLA thresholds.
Project Assignment
We can manage the tracking of all your service request transactions associated to a particular project (e.g. new building, bulk activations, changes, disconnections, etc.).
Go one better with Service Desk – contact Calero today.