Strategic Advantage + Automation

 

The Strategic Advantage + Automation implementation is designed for clients who wish to thoroughly utilize core Incident Management processes in Service Desk Express as well as automate a complicated support process. This package includes:

 

       The Strategic Design Workbook™

       Installation of the Service Desk Express Database, Application, Database Admin Tool, Service Desk Express Management Center, MBA Option Pack and Crystal Reports.

       Value-added customizations to the Client, Department, Company, Incident, Work Order and Whiteboard modules.

       Configuration of Groups, Support Staff, Permissions, Work Schedules, Holidays, and Categories.

       One-time import of Client information

       Configuration of Active Directory synchronization for scheduled imports of Client information.

       Implementation of Automated notifications to both Clients and Support Staff when key events occur in the system.

       Knowledge Transfer throughout implementation with Service Desk Express Administrator

       Configuration of a custom process such as “New User Request” or “Systems Access Request”

       Adding custom tables, fields, and forms to the system

       Creating Business Rules to automate the creation & processing of approvals, the creation & routing of Work Orders and the automatic notifications to Clients and Support staff.

       Extensive Knowledge Transfer with your Service Desk Express Administrator to ensure an understanding of the business automation in place.

       One Day of End-User training on basic Service Desk Express usage

       At the completion of your implementation, we will provide you with a Roadmap for improving your service levels through additional Service Desk Express expansion and development

       Free onsite visit to support you during your “Go Live”