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| Vector Networks Group Releases Helpdesk Version 5.0 Vector Networks Group announces the release of HelpDesk v5.0, a Web-based system for tracking and managing help desk issues, centered around the user experience. According to an annual help desk and IT support trend study conducted by the Help Desk Institute (HDI), the number of support incidents per organization is on the rise, increasing by three percent in 2005 from a year before. The cause? The HDI study found that system changes (upgrades, installations etc.), a larger number of customers served and an escalation of responsibilities for the IT department all contributed to the increase. HelpDesk v5.0 was designed to help IT support departments curb this trend, offering new features that will improve, automate and streamline the help desk process, freeing resources to focus on other IT responsibilities within the organization. New features of HelpDesk v5.0 include: - Service Level Agreement (SLA) Management - Define, document, manage and monitor service level agreements, using automatic reminders and reports to review and report on performance per each agreement. - Time-Based Escalation - Assign unique escalation rules and define business hours for each SLA; HelpDesk will automatically assign and re-assign open issues, sending appropriate e-mail notifications. - User-Defined Queries - Give permission to allow users to define his/her own queries on the Web using an ad-hoc query editor, then view details on or delete queries as needed. - Knowledge Base Views - Use the new Web views in v5.0 to simplify use of the Knowledge Base. write your comments about the article :: © 2006 Computing News :: home page |