To improve the quality of IT support and respect your service level objectives, the Octopus Help Desk software acts on the following 4 fundamental elements:
Keeping users informed on the status of their queries is essential for their satisfaction of the service provided by the Help Desk.
Harmonizing processes and the method of processing queries quickly improves the efficiency of the Help Desk.
Integrating CMDB in the Help Desk software to better manage changes related to assets is also a key element of productivity.
The Help Desk software is designed to help you to engage in a process of continuous improvement of your IT service.
The first pillar of success of a Help Desk is to keep the customer continuously informed. For this purpose, email notifications must be automated and timestamped for traceability of the various exchanges over time. This also allows you to automatically send alerts to IT team assignees in case a request is nearing its resolution target to help them comply with service levels (SLA).
The advantage of using our Help Desk software compliant with ITIL® best practices is to benefit from processes that are preconfigured and already optimized. Octopus allows you to quickly improve the work organization of IT team assignees. The intuitive interface focused on productivity also decreases potential resistance to change by helping them understand the benefits of harmonizing work procedures.
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The Help Desk software integrates a CMDB (Configuration Management Database) containing all the physical and logical elements of the information system for assignees to save time in the transition of services. Octopus integrates IT hardware asset management to allow assignees to centralize and supervise configuration items related to requests they are working on. The advantage is to gain a better grasp of the changes and particularly the impact of failures, for example by deciding to reproduce the issue on other configuration items.
The Octopus Help Desk software integrates many reports and analysis tools which continuously measure the various operational indicators. This provides the IT manager with the proper information regarding Help Desk activity: nature of queries, resolution time, external costs, deadlines, etc. These statistics are also supplemented by more qualitative performance indicators since Octopus automates user satisfaction surveys.
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