Service Desk for IBM Lotus Notes

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Service Desk for IBM Lotus Notes

• An introduction to Polymorphs customer support
  product

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What does Service Desk do?

• Service Desk is an entry level product for
  managing customer support environments. This
  presentation focuses on an example of Service
  Desk used within an IT support team, but the
  product can be used for any service desk. Here
  are some examples
• Internal HR function
• Facilities Management
• Customer Support for a companys product

Who is it aimed at?
Support teams of typically less than 5 people who
need a system for managing calls, tasks ,
reference material and other information but who
do not want a complex, expensive system. A run
through of the system will now follow.
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• Each of the following user roles has its own
  dashboard
• Management
• Resolvers / Technicians
• End Users / Customers
• This example is the Management Dashboard with
  integrated charts.

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The title of the system is configurable.
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Drop down menu provides easy access to various
reports
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Email Management is where incoming emails are
managed and either converted to service requests,
items of information or sent to the trash folder.
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• The 5 key operational areas of the service desk
  are
• Service Requests
• Tasks
• Reference Material
• Assets and
• Customers
• Assets and Customers are optional and can be
  turned off.

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The Settings area is where certain options are
turned on or off and the system is configured.
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As this is the dashboard, various high level
charts give an overview of how the service desk
is functioning.
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The lower area of this dashboard screen provides
access to the inbox (where email requests are
mailed into), a list of all the current open
support requests and all the current tasks. Any
of the documents listed can be opened and viewed
by double clicking on them.
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This is a new support request. These are created
either via en email that has been sent directly
to the system or manually. Heres a quick run
through of the form...
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Various actions are available. Add to Work
Logs records your comments, your name and the
date and time against the request so that you can
keep a log of work carried out to complete this
service request. Show Related Reference
Material displays a list of the reference
documents within the system with the same
category as this support request.
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Each support request is automatically given a
unique reference number. The date and time of
creation is recorded (as well as when the request
is closed). In addition, the number of hours and
days of how long the ticket has been open for or
was open for is recorded. This is used later to
report on average time taken for each support
request.
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Each support request has a title (which defaults
to the subject of the email if emailed in from a
customer). The customer is selected which is
either from the Lotus Notes name and address book
or from a separate list of customers, depending
on the Service Desk configuration.
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If assets are used (in ITs example, hardware and
software assets for example), then these can be
logged against the support request. The request
is categorised using user defined lists. Each
support request is then assigned to someone to
resolve.
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There are then three separate sections on the
support request form. The first, Details is a
rich text field which would contain the body of
the emailed in support request, but can be edited
to contain images, documents, text etc. Work
logs contains an audit trail of work carried out
on this request, by whom and when.
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The last section is for Tasks. Any number of
separate tasks can be created and linked to this
support request. Individuals are assigned tasks
and can see a list of their tasks in their
dashboard.
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Partially complete service request
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Other Features
Other features of the system include Asset
Management This is a configurable area of the
system and can be switched off if not
required. Reports on software usage, tag numbers,
owners, hardware etc are created in the asset
management section. Customer Profiles The system
can be configured to use either the Lotus Domino
Directory (the Name and Address Book), useful for
internal service desks, or can use the customer
list within Service Desk. Reference
Material MS-Word documents, Visio diagrams,
pictures, videos and any other type of file can
be stored in the reference material section.
Each document can be categorised for easy
retrieval.
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Lotus Beacon Award Finalist 2009 in Best Unified
Communications and Collaboration Solution Award
Category

• HelpDeskPro is the big brother version of the
  Service Desk product you have just seen. For
  businesses requiring advanced features such as
• Web based portal for end users / customers and
  technicians
• Integration with Blackberry and other mobile
  devices
• Integration with MS-Word and MS-Excel for
  reporting purposes
• Contract management features for supporting
  different businesses
• Management of service level agreements
• Integration with email for various
  auto-notifications
• Support for ITIL change management processes,
  problem management and advanced asset management
  including integration with network discovery
  tools
• ...and many more
• ...then a review of HelpDeskPro would be
  recommended. Businesses wishing to start on
  Service Desk can upgrade to HelpDeskPro at a
  later date painlessly.
• For more information please visit
  www.helpdeskpro.co.uk

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About Polymorph

• Polymorph is an IBM Premier Business Partner
  based in the UK with a global reseller network
  for its IBM Lotus Notes based software products.
• Polymorph provides solutions for
• Service Desks
• CRM / Sales Force Automation
• Email management
• Document management
• Contact Management
• ...and more
• Polymorph is also a Microsoft Gold Partner and
  provides collaborative solutions based on
  Microsoft technologies such as SharePoint,
  Exchange and related technologies.
• If you think Polymorph can help you by supplying
  one of its products, develop custom software for
  you, provide support services, or if you simply
  require more information please visit
  www.polymorph.co.uk

Accreditations
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Thank You!
Thank you for taking the time to review Service
Desk. If you would like to discuss how the
system can be implemented within your company or
if you would like a demonstration or a 30 day
evaluation of the software, please visit
www.helpdeskpro.co.uk for our contact details.