SMA Management Systems




         
   "We need to follow ITIL Best Practices for our Help desk."  
         
 
Help Desk
Increasing Help Desk ROI
ITIL Best Practices
Training/Staff Development
   
   
   

 

 

 

 

 

 

 

 

 

 

 

 

   

Do you have a help desk?  SMA specializes in providing ITIL-based help desk and support center solutions as well as documented assessments for corporations, education, government and not-for-profit organizations since 1984.  Our clients are provided with services and best-in-class solutions derived from years of experience working with and in call centers.  We look forward to assisting you in providing a service support solution to your customers and internal staff. 

Click here for more information about SMA's ITIL based 5-Step Approach for assessing your current IT service management processes.

Our top IT help desk software recommendations to provide levels of ITIL compliance include:

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HEAT Help Desk Software


HEAT software, a product from FrontRange Solutions, delivers a full-featured, out-of-the-box customer service and support solution which enables organizations to streamline employee and customer support interactions.  HEAT is an affordable, easy-to-use, practical solution that helps you gain control of your service and support issues and resolve them quickly and efficiently.

HEAT software delivers Pink Elephant verified enhanced ITIL Service Support in the following areas:

  • Incident Management
  • Problem Management
  • Change Management
  • Configuration Management
  • Service Level Management

HEAT Add-on Modules Deliver Even Greater Value!

Learn more about HEAT software             Download HEAT brochures

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FrontRange ITSM Software
ITSM
, a product from FrontRange Solutions, the creators of the world-class HEAT software help desk solution, is far and away the most sophisticated solution available today.  ITSM was created to meet all of the Information Technology Infrastructure Library (ITIL) principles. 

ITSM and its modules deliver Pink Elephant verified enhanced ITIL Service Support in the following areas:

  • Incident Management
  • Problem Management
  • Change Management
  • Configuration Management
  • Availability Management
  • Release Management
  • Service Level Management

How FrontRange ITSM meets ITIL and other Best Practice principles:

  • Incident Management - follows best practices to easily categorize issues and automate workflow at the help desk.  A real-time, customizable dashboard capability is built-in to the product.
  • Problem Management - incorporates processes for root-cause analysis that will help you minimize the impact of problems.
  • Change Management - ensures that you have and can manage standards and procedures for making changes and supporting your customers.
  • Release Management - allows you to design and implement procedures to distribute releases and communicate changes with your IT support center staff and customers.
  • Availability Management - includes a real-time dashboard to provide information on configuration and services availability.
  • Configuration Management - helps you identify configuration items and provides reports on requests for change (RFCs).  You can also view the status of IT assets and their relationship to incidents in real-time.
  • Service Level Management - allows you to maintain and improve IT services through agreements with your customers.  You also have the ability to define and manage service catalogs.
  • Self Service Management - allows your customers to view the status of their IT issues and submit new issues over the web.  This improves the overall operation of the IT service management department and enhances customer service.
  • Knowledge Management - provides an important capability to your IT support staff and your customers.  Support staff will be able to take advantage of solutions that are known to solve issues without researching them each time.  Your customers will also be able to search for solutions over the web, which will reduce calls to the help desk.

Learn more about ITSM software            Download ITSM brochures

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Please email or call us at 914.686.0300 to speak to an SMA representative and find out more about how our structured methodology may be of use in your organization.

 
 
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