Our Helpdesk & Service Management

The ideal solution for advanced Help Desk requirements ITIL® 3.0 certified Service Management Solution built on Dynamics

AlfaPeople ITSM gives your organization the ability to focus IT service strategy around established industry best practices for greater efficiency.

Only AlfaPeople ITSM provides an out-of-the-box ITIL® 3.0 certified solution based on Microsoft Dynamics CRM®, offering complete IT service management functionality embedded in a familiar, easy to use CRM system.

AlfaPeople ITSM offers the best practice standard for IT service management reduces support costs and streamlines IT processes from end to end. The solution helps organizations improve performance; remain agile, collaborative and customer-focused. ITIL processes ensure the delivery and support of IT services that help your business grow and innovate.

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AlfaPeople ITSM features


Ticket and SLA Management
Manage incidents, service requests, problems and change efficiently, instantly identifying and assigning incidents based on category and service level agreements (SLA).

Integrated Platform
Seamlessly integrates with mobile devices, telephone systems, legacy applications, ERP solutions, 3rd party APIs and self-service portals.

Social Media Integration
Report incidents via Twitter; post resolutions on Facebook.

Intelligent Text-messages
Allows text-based exchanges between IT support and customer or end user.

AlfaPeople ITSM benefits


Erase of implementation
Complete out-of-the-box functionality with the flexibility to easily configure the system to established business practices.

Greater productivity
Intelligent routing of incidents and service requests ensures fastest resolution; system-based workflows standardize processes for consistency, efficiency and excellence in delivery.

Reduced costs
Increased efficiency through use of ITIL proven best practices; integrated solution eliminates opening multiple screens and double entry.

Improved customer satisfaction
Professional, efficient approach to service delivery; conveniently connect via Text message, Twitter, Facebook.

Incident lifecycle visibility
Track incidents and requests throughout the lifecycle for accurate reporting and improved customer service.

Ease of use
Native Outlook integration or web browser allows for a familiar, intuitive interface; dashboards, reports and scorecards are end-user configurable.

Accurate, flexible reporting
Enables 100% accurate reporting of KPIs through reporting engine with real-time drill down functionality; customized reporting capabilities.
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15 minute webinars on CRM

Understand in more detail the benefits of a CRM system. The next Webinar is on Wednesday 20th March at 11am. We will be speaking about how you can best work with dashboards and management by exception. Get a high level insight to the benefits of using dashboards

Microsoft Dynamics CRM

Increase Your Business Success with Microsoft Dynamics CRM.

CRM

Dynamics Marketplace

Look in more detail at our diverse Dynamics CRM 2011 Applications available on Microsoft Dynamics Marketplace.

Marketplace
 
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