Service desk management with POB – Point of Business enables you to receive, enter, manage and solve service requests, incidents, problems, RFCs, etc. POB also helps you improve and control the knowledge base of both support staff and users, ensuring fast and effective problem solving. POB can easily integrate into your existing IT environment using web or mobile interfaces, CTI, MS Outlook, Lotus Notes, System Management, etc.
Functionalities in POB Service Desk Management
POB Service Desk Management offers the information you need to give top quality customer service all from one window.
Incident and Problem Management
POB supports the processes for:
• Incident Management to take care of any event that interrupts or disrupts production
• Problem Management to resolve the root causes of incidents
Task Management allows many individuals to take part in the problem-solving process without losing control and responsibility. In POB all tasks are synchronized with MS Outlook to simplify the main overview.
POB Resource Management gives you the opportunity to record time, material and other costs used on an incident or service request. This process helps lower the costs, and monitor the profitability on each Customer and Service Level Agreement.
By using Knowledge Management, the efficiency of the solving process is significantly improved. In POB you can capture, find and distribute knowledge, draw conclusions, find solutions to your problems, and make knowledge available throughout your organization.