The RMS Service Management Suite is a powerful, ‘out-of-the-box' solution combining comprehensive functionality with low cost of ownership. The tools have been designed to support the Service Desk function and Incident Management and Problem Management as defined by ITIL. Underpinning the Service Desk module is a comprehensive and powerful CMDB.
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Included as part of the Service Desk Suite is:
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If the above products do not meet your exact requirements please contact us as we would be happy to discuss custom development work with you.
RMS Service Desk a comprehensive Support Desk for Information Technology that provides all the important management requirements. These essential areas include:
RMS Service Desk is a flexible, feature rich solution that addresses the day-to-day procedures and processes in running a business. It can be configured to fit in seamlessly to any working environment.
The solution provides a firm base of controls on which to build productivity and improved performance.
Structured Incident Management reduces fire-fighting situations whilst Project Management ensures that all service calls are actioned in a timely fashion according to contractual commitments. RMS system will:
Analysis of incident & problem trends is a useful mechanism to highlight how performance can be improved.
Inventory details are held in a folder that can be seen from call logging and progressing and contain core details including:
The names used for data fields can be customised to match specific industry terms; all screen displays and menu options will then use the customised naming scheme. Custom Data fields are provided for:
Alerting and escalation routines can be addressed to specific individuals and the method of communication includes:
Over fifty person-years of development time in building the RMS solution has resulted in a core product with functionality that stacks up against any other service desk available today. A suite of fully integrated modules provides a unique solution to manage not only service levels, but also many of the business processes that are part of the modern service environment.
Our long and in-depth experience in the IT service and networking industries has been a key advantage in designing our integrated modules. The RMS solution allows organisations to:
