e-Service Desk
e-Service Desk (e-SD) is a radically different business solution for IT Service Management, offering both the Service Desk function as well as business process technology in the form of Metastorm BPM®. e-Service Desk has 33 modules and processes available and is industry recognised as a highly flexible and transferable Service Management solution that can be implemented extremely easily, with minimal disruption to an organisation's working practices. e-Service Desk is suitable for any organisation that seeks to provide an outstanding level of support service.
| e-Service Desk Standard Modules | |
| Incident Management | Task Management |
| Problem Management | Service Catalogue (Includes SLM, SPM) |
| Knowledge Management | Survey Management |
| Request & Service Fulfillment | Enquiry Management |
| Change Management | Reporting Suite |
| Release & Deployment Management | Workdesk |
| Configuration Management | Loan Pool Booking |
| Major Incident Management | WebParts Interface |
| Resource Management | Mail Server |
HR Facilities
ICCM's Service Management tool is not just for IT departments, it can also be utilised to manage a vast array of processes across multiple departments and locations. This includes HR, where ICCM's Service Desk tool can be enabled to better manage Human Resource processes such as recruitment, new starters and leavers, payroll, sick and annual leave records to name a few.
The HR Challenge:
For example, if we look at the recruitment process, which often includes: identifying the position, advertising the position, managing applications, short listing, running appropriate CRB and reference checks, it's very easy to see how it can become a very lengthy process? This often leads to significant resources being spent and a candidate of choice being recruited by another organisation.
How ICCM can help:
ICCM's Service Desk software solution can help organisations streamline a number of HR processes, such as recruitment. It does this by automating the process, eliminating the need for paper based applications, saving significant time short listing applicants and guaranteeing that applications don't go missing. This significantly reduces the recruitment time and, ensures that an organisation is able to hire their candidate of choice before they get recruited by another organisation.
"In conjunction with the Business Process Management engine on which the solution runs, we expect to be able to create specially tailored processes to help us manage new starters, leavers and transferees. This will enable us to make better use of the resources that are available to us, and free up users from mundane administrative tasks."
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Facilities & Estates
Facilities & Estate Management involves the management of land, property, equipment and facilities and utilisation of property and equipment and procurement of new buildings. Strategic development of Facilities & Estates is an important element of running a business, used to encourage a flexible and responsive working environment.
The Facilities & Estates Challenge:
The day-to-day running of an organisations Facilities & Estates can prove challenging as more often than not, it includes not only the management of the Estates & Facilities; it also includes the management of the staff who are responsible for performing the day-to-day tasks. Making sure the Estate Teams are conducting their daily duties to the most efficient manner relies heavily on the planning and project management of the Estate Team Manager.
How ICCM can help:
ICCM's e-Service Desk solution can help Estate Team Managers streamline Facilities & Estate Management by developing a range of processes for numerous planning and project management needs. It does this by automating manual processes such as procurement, general maintenance, Estate Team training, as well as lease and neighbour management. Ultimately it eliminates the need for paper based, error-prone activities, thereby saving staff significant time and enabling first class effective and bench marked service delivery.
Contact us to find out how ICCM can help your company with your Facilities & Estate Management.
Customer Services
ICCM's Service Management solution does more than provide good quality service to internal customers from the IT department; it can also supply front-line customer service staff with a resource to provide excellent service to external customers as well.
The Customer Service Challenge
A critical aspect in simultaneously improving customer service and efficiency levels lies in the quality of communications between customers and front-line staff, particularly those in the customer service centres. Getting it right first time is the most effective strategy for both improving customer satisfaction and reducing the costs of delivery, but it's often a big challenge.
How ICCM can help:
A major way in which organisations can effectively meet these challenges is by providing customer service staff the most effective IT tool to enable them to deal with the vast majority of calls at the first point of contact. ICCM's e-Service Desk helps organisations do this by providing one source to manage shared information. This means that you can delete a number of process layers traditionallly involved in handling an enquiry, for instance; hand writing calls or pulling information from other databases. By doing this an organisation can save significant time chasing and managing information, enabling front-line staff to respond to most calls during the initial contact.
But don't take our word for it; click here to hear how by utilising ICCM's e-Service Desk, Mid Devon District Council is now able to respond to the majority of their customer service calls during the first point of contact, consequently reducing the cost of their customer service processes by 50%!