HEINZELMANN Service.Desk

IT Service Management
Powerful
Full Service Management Software

The HEINZELMANN Service.Desk is a full service management system that supports employees in organizing and processing inquiries, problems or requests within the company. Frequently these are requests to an IT department, but in principle the HEINZELMANN is suitable for all kinds of requests or requirements which have to be processed, decided and completed in a defined process.

Functional, flexible and process-oriented:
From trouble ticketing to full service management (ITSM/SM)

Platform neutral web application:
On Premise or Software as a Service (SaaS)
The HEINZELMANN Service.Desk is what you need it to be – an ITSM software, IT service software, issue tracking software, service desk or helpdesk.
It offers functions for capturing incidents, errors, service requests or tasks in service and error tickets. The modular design and open structure helps every company to map individual processes and needs without strongly influencing familiar workflows – from IT support to facility management, all service processes can be mapped.

HEINZELMANN Service.Desk has a high self-service rate and increases your efficiency, process quality and profitability.

Easy to use and company-wide usability
The HEINZELMANN Service.Desk offers classic processes for IT service management (ITSM) and can also support modules for customer service management, facility management, HR management or project management. Thereby, it remains flexible and can be configured individually. In addition, ITIL and the ISIS12 standard are completely supported.

One solution, many applications
HEINZELMANN Service.Desk supports you with different requirements!

Helpdesk Software

  • Automated routing
  • E-mail integration
  • Intern real-time chat
  • Customer-specific branding
  • Compliance with Service Level Agreements (SLAs)
  • Multi-Channel Communication
  • Self-service portal
  • Ticket Management
  • Tracking interactions
  • Warnings / Escalation
  • Document repository
  • IT Asset Management (in combination with Asset.Desk)
  • Knowledge Base Management
  • Incident and problem management

IT Service Software

  • Release Management
  • Self-service portal
  • Service Catalogue
  • Service reporting
  • Incident management
  • Ticket Management
  • Knowledge Management
  • Contract management (in combination with Asset.Desk)

ITSM Software

  • Problem Management
  • Project Management
  • self-service portal
  • Incident management
  • ITIL and ISIS 12 Process Templates
  • Workflow Management
  • Availability Management
  • Version and deployment management
  • Change Management
  • Configuration Management
  • Contract/license management (in combination with Asset.Desk)

Issue Tracking

  • Task Management
  • Dashboard
  • Escalation Management
  • Problem planning
  • Project Management
  • Recurring problems
  • Knowledge Base Management
  • Review of incidents

Service Desk

  • Supply Management
  • Remote control
  • Mobile access
  • SLA Management
  • Self-service portal
  • Incident management
  • Change Management
  • Knowledge base
  • IT Asset Management and Configuration Management Database / CMDB (with Asset.Desk)
  • Reporting for the billing of services rendered

Customer Service

  • Capture of all customer interactions
  • Key performance indicators
  • Internal live chat
  • self-service portal
  • Schedule management
  • Evaluation system for direct feedback on support and support quality
  • Warnings / Escalation
  • Knowledge base

Helpdesk Software

  • Automated routing
  • E-mail integration
  • Intern real-time chat
  • Customer-specific branding
  • Compliance with Service Level Agreements (SLAs)
  • Multi-Channel Communication
  • Self-service portal
  • Ticket Management
  • Tracking interactions
  • Warnings / Escalation
  • Document repository
  • IT Asset Management (in combination with Asset.Desk)
  • Knowledge Base Management
  • Incident and problem management

IT Service Software

  • Release Management
  • Self-service portal
  • Service Catalogue
  • Service reporting
  • Incident management
  • Ticket Management
  • Knowledge Management
  • Contract management (in combination with Asset.Desk)

ITSM Software

  • Problem Management
  • Project Management
  • self-service portal
  • Incident management
  • ITIL and ISIS 12 Process Templates
  • Workflow Management
  • Availability Management
  • Version and deployment management
  • Change Management
  • Configuration Management
  • Contract/license management (in combination with Asset.Desk)

Issue Tracking

  • Task Management
  • Dashboard
  • Escalation Management
  • Problem planning
  • Project Management
  • Recurring problems
  • Knowledge Base Management
  • Review of incidents

Service Desk

  • Supply Management
  • Remote control
  • Mobile access
  • SLA Management
  • Self-service portal
  • Incident management
  • Change Management
  • Knowledge base
  • IT Asset Management and Configuration Management Database / CMDB (with Asset.Desk)
  • Reporting for the billing of services rendered

Customer Service

  • Capture of all customer interactions
  • Key performance indicators
  • Internal live chat
  • self-service portal
  • Schedule management
  • Evaluation system for direct feedback on support and support quality
  • Warnings / Escalation
  • Knowledge base

ISIS12 Support:
The HEINZELMANN completely supports the ISIS12 standard:
Information Security Management System in 12 Steps, or ISIS12, is a 12-step workflow for establishing an easy-to-implement information security management system.

Mapping ITIL Processes:
According to your service management approach you can create e.g. “Incidents, feature or service requests, bugs, warranty tickets etc.” with your own masks and user-defined fields. You can use both standard fields and your own fields. Furthermore, you can define, for example, for which user groups the created tickets are visible and who is allowed to create and edit them.

HEINZELMANN Customers

Extract of reference:


IT asset management with HEINZELMANN Service.Desk:
Employee and company master data from Asset.Desk form the basis for holistic IT asset management and configuration management when both solutions are used together. Contract and license management and much more is made possible. In addition, by networking HEINZELMANN with your IT infrastructure, managed devices in Asset.Desk can be used as a reference for tickets.

Case study :

HEINZELMANN Service.Desk in action

Read how the Joseph Foundation is already thinking for tomorrow by introducing a new service desk today and learn why one of the largest housing companies has chosen the HEINZELMANN, which individual processes they can cover with the program and how they have managed to achieve a cost saving of 50 percent (at the moment only in German).

Additional modules

E-MAIL

The additional module E-MAIL automatically generates a ticket in the HEINZELMANN Service.Desk from an electronic inbox. Edits can also be made by e-mail.

LDAP

Connects the HEINZELMANN with directory services. The users do not have to remember separate passwords and logins. Groups from the directory service serve as basis for user groups.

TEMPLATE

Frequently incoming messages of the same origin and standardized requests can be provided as templates for all or specific user groups.

TAPI

Connection of the telephone system to  HEINZELMANN. You can immediately see which contact is on the phone and which tickets are open for him or her or his or her organization.

FORM

Enables the creation of forms with individual fields. Tickets can be completed with individual fields.

ITIL Service

Transforms your HEINZELMANN into a service management tool. Lays the foundation for ITIL-compliant work and comprehensive evaluations of your services.

CALENDAR

Allows convenient overview of resource, task and schedule planning as well as device reservations (in conjunction with Asset.Desk)

PROJECT

Enables you to map requests within a project. Combines project-related tickets and allows the maintenance and administration of projects as well as the control of project costs.

ADVANCED REPORTING

Allows a comprehensive and individual evaluation of your HEINZELMANN and service management based on all database tables.

WORKFLOW

Recurring processes or standard processes can be defined and then run automatically and quickly.

ASSETS  

Data of your assets can be imported manually via a CSV interface into the HEINZELMANN with ease. Thus, e.g. Excel inventory lists and any inventory system can be connected.

SCRUM 

Makes agile management of projects and plans possible by using the modern Scrum approach.

WEBFORM

Enables the integration of ticket masks into an existing website and allows to process the generated tickets directly in the HEINZELMANN.

Use the HEINZELMANN whereever you are!

  • Generate tickets
  • View and edit tickets
  • Search for tickets
  • View and create knowledgebase entries
  • Save special tasks in a watch list
  • Push notifications: Active information about new tickets, escalation, changes etc.

Available free of charge for iOS and Android

   

Features at a glance:
HEINZELMANN Service.Desk

Process customization

  • Individual assignment of rights through open group concept
  • Free concept for user groups and rights
  • Process masks can be extended by user-defined fields
  • Mapping of internal and external communication
  • Automatic assignment of tasks to groups, roles and persons
  • Flexible display of tickets and tasks
  • Workspace for users and supporters can be freely modeled
  • User-specific dashboard as start page (also for non-logged-in users)
  • Extensive search functions and individual views in the ticket list

Quality of service

  • Tracking of specific tickets through watch list/knowledgebase
  • E-mail notifications about ticket status to support and notifiers (individually controllable)
  • Triggering of actions by process steps
  • Workflows can be displayed graphically
  • Automatic ticket escalation in several definable steps according to waiting time, due date or category
  • Prioritization and postponement of tickets
  • Individual satisfaction and quality surveys
  • Adaptation of the design to the individual CI of the company
  • Design of tickets and reports according to personal requirements
  • Tickets can be used as proof of activity (subsequent maintenance of tickets possible)
  • WYSIWYG editor

Interfaces/input ports

  • Multi-channel approach
  • Telephony Integration (TAPI)
  • Input ports: self service portal, e-mail interface, call in Support
  • Active Directory – interface for user import and rights assignment via AD grouping
  • User registration possible by simple data upload from CSV files. Alternatively: Transfer of employee and device data from Asset.Desk (when both solutions are used together)
  • Manual import of asset data via CSV interface

Implementation in business processes

  • Company-wide applicable (IT, HR, facility field service, etc.)
  • Flexible rights and category system
  • High integration capability
  • Short implementation times
  • Low development costs
  • Easy updates
  • Fast ROI
  • ITIL compliant
  • Coverage of ISIS12 requirements
  • On Premise or SaaS

Reporting

  • Standard reports / out of the box: e.g. number of incidents
  • Reports can be created according to own requirements
  • Drill-down function: detailed display of aggregated data
  • Specific dashboard

Application

  • Ticket recording by employees and/or supporters
  • Ticket registration and processing via e-mail
  • Categorization of the tickets on several levels
  • Ticket allocation possible among supporters
  • Use in the company or as a support portal for customers

Resource Management

  • Assignment of tasks according to skills and names
  • Assignment of individual orders

Directory services

  •  LDAP based directory services
    (e.g. Novell E-Directory/ MS Active Directory)

Mobile

  • Native App for mobile devices
  • Offline function
  • Push Notifications

E-Government

The HEINZELMANN offers different options regarding the field of application and is suitable for every sector. An example of the advantages of the HEINZELMANN Service.Desk for municipal and administrative services can be found here:

Clear, structured and intuitive user interface!

All advantages at a glance:

  • It can be used as a classic helpdesk for call-in service or as a web portal for direct access by internal and/or external customers
  • HEINZELMANN offers classic processes for IT service management (ITSM) and can also support modules for customer service management, facility management, HR management or project management
  • ITIL processes can be easily mapped using ticket types
    • According to your service management approach “Incidents, feature requests, bugs, workshop tickets, customer requests” etc. can be created with own masks and user defined fields
  • All emails/information and communications regarding a ticket can be structured automatically and are clearly visible under the respective ticket number
  • Files and documents, such as PDF documents, can be assigned to a ticket
  • HEINZELMANN allows you to track who made which changes/additions to a ticket and when (history/version management)
  • Printing of a ticket including ticket communication possible
  • Simple (automatic) marking/highlighting of problem solutions
  • Linking of related tickets via comfortable search function
  • Combining tickets – Several tickets can be assigned to a superior master ticket
  • Typical functions such as assigning tickets to agents or accepting a ticket can be done quickly with just a few clicks
  • Closed tickets can be opened again
  • The HEINZELMANN can be made available to external employees/customers
  • Prefabricated text modules (e.g. signature etc.)
  • Effort management/time recording: the time required to process a ticket can be recorded and evaluated
  • Error messages from other IT systems (software or hardware) can be automatically converted into tickets – based on the information provided, it is possible to make automatic assignments (e.g. priority, processor)
  • Tickets can be created and edited via web forms
  • Operation is simple and intuitive (no extensive user training is required)
  • Ticket creators are provided with a customizable web form for ticket entry
  • Ticket processors can comprehensively record tickets on a form-based basis (e.g. when calling support by phone)
  • Variable user interfaces and personalized start pages are available for ticket creators and ticket processors. Each user can customize his ‘dashboard’ as well as his ticket list or the detailed view of his ticket
  • Ticket creators see “their” tickets including their current status
  • Ticket agents see the tickets assigned to them (their “queue”) and a list of new, unassigned tickets
  • All common web browsers (workstation installations are not required) and mobile devices (smartphones/tablets) are supported
  • Free HEINZELMANN App
  • Multilingualism: German and English
  • Automatic creation of a ticket upon e-mail receipt of to a central support e-mail address
  • Automatic notification of the customer about receipt and processing status of the request, including a ticket number
  • Automatic e-mail notifications when a ticket is received, accepted by an agent, suggested solutions and when the ticket is closed
  • Collect the e-mail communication for a ticket in one overall ticket process
  • Queries from the customer/ticket issuer by e-mail are possible and automatically assigned to the respective ticket
  • Independent recognition/assignment of e-mail senders to look up information (telephone number, service level…)
  • The responsible agent is informed about incoming replies from the customer
  • Support of multiple inboxes (support1@firma.com, support2@firma.com …)
  • Use of the ticket system by external customers via e-mail possible
  • Reminders for upcoming due dates

Managed field types:

  • Title, description, reporter, status, category, ticket number, processing time, due date, completed on, processor, support team, attachments, priority, request type, service classification, response times
  • Release/authorizations: Tickets with a higher processing effort, for example, change requests, may have to go through a release/approval process. Individual approval/release processes can be mapped in the HEINZELMANN
  • Solution identification: Solved and completed tickets provide the basis for knowledge management. Solutions to a problem can be marked and easily found
  • Chargeable / Cost absorption: The provision of services to customers or internal departments may be subject to a charge. Such costs can be displayed in the HEINZELMANN
  • Reactivation of closed tickets: Tickets are automatically logged and can be reactivated
  • Accepting/rejecting a ticket: It is possible to accept and reject tickets
  • Customer/user data: User information can be automatically assigned to a ticket from the Active Directory

Fields for editing notes/communication:

  • Title: Title for the note. Any number of notes/comments can be entered and displayed per ticket
  • Description: Several text lines
  • Contacting: Possibility to automatically send a recorded note by e-mail to the creator or a third party
  • Activity: Freely configurable selection
  • Time units: Effort recording/service charging

A new employee joins the company. Before his first day at work, however, his colleagues have to complete various work steps. For example, an employee ID card must be issued, business cards ordered, an e-mail box created and a company car approved. If you define the workflow “New employee” once with HEINZELMANN, the process can always run automatically and the tasks reach the respective employee in charge at the right time. If you determine during the processing of a ticket that a recurring process defined in ITSM has to be started, this is also possible at the push of a button if you have mapped the ITSM processes as workflows.

  • Automatic notifications of support staff when tickets are received, assigned, queries etc. The corresponding texts are configurable
  • The reporting person and/or the processor are informed by e-mail about changes in the ticket
  • New tickets/requests can be conveniently assigned to an employee
  • Editors can view, edit and transfer all tickets at any time
  • An escalation function makes it possible to automatically forward tickets to an escalation level if certain conditions are met (e.g. “completion by” date expired, no reaction within the agreed reaction time…)
  • Resubmission function
  • Collaboration in the support team
    • Automatic notification of all support staff in case of new tickets
    • Clear display of which tickets are assigned to which agents
    • Always transparent, what was processed when and by whom in a ticket

The system allows easy to configure evaluations and provides reports:

  • Tickets can be searched for any parameters such as customer, processor, category or search terms
  • Full text search
  • Search for tickets to specific customers
  • Search for entered fields/categories
  • Tickets assigned to the current agent
  • Tickets by categories
  • Tickets by status
  • Average reaction times
  • Ratio of open to processed tickets
  • Processed tickets per customer
  • Graphical evaluations (bar/pie charts) – configurable
  • Controlling evaluations, e.g. for performance recalculation (only in combination with Asset.Desk)
  • Entries in the system can be used as a knowledgebase in the future, alternatively a new knowledgebase article can be created from tickets
  • HEINZELMANN has the ability to create KPIs. E.g. how many tickets are solved per day/week/month, closed tickets vs. opened tickets, identification of peaks, … (only in combination with Asset.Desk)
  • Sorting according to several criteria is possible. For example, you can see at a glance to which customer open tickets are assigned, which of them are urgent, when they were created and by when they have to be solved
  • Export of ticket statistics for external evaluations
  • Simple authorization control
  • User logon accounts are managed centrally via the Active Directory
  • Groups of users (possible “reporters”) are actively managed in the Active Directory. The system recognizes this assignment and assigns appropriate system permissions (create tickets, display an individual overview page “My Tickets”)
  • An agent (if authorized) can view/edit all tickets
  • For reporting purposes, a group of evaluators is defined if necessary
  • HEINZELMANN can also be used by external users (customers) via e-mail
  • Tickets can be easily exported for outsiders
  • Customer management:
    Customer data can be recorded and managed in the system:

    • via the Active Directory – interface for user import and assignment of rights via AD grouping
    • User registration possible through simple data upload from CSV files
    • Alternatively, employee and device data can be managed from a third party system such as Asset.Desk and are automatically available in the ticket system
  • Telephony support:
    • Comfortable quick entry of support incidents received by telephone
  • Asset Data:
    • Manual import of asset data via CSV interface (also non-IT assets)

In connection with the FCS solution Asset.Desk HEINZELMANN can be used for IT Asset Management.

  • Enables device-accurate error reporting and the recording of support costs by customer, device, cost center and employee
  • Service management is directly linked to the company values
  • Furthermore, the information from the HEINZELMANN database is available for access by other management procedures

Adjustments/customizing can be carried out independently to a large extent

  • Own evaluations can easily be created
  • The entry page for ticket processors or ticket creators can be individually designed
  • Catalogs/categories/master data can be maintained from a central location
  • The definition of own workflows is made possible
  • Forms for ticket entry are flexibly adaptable
  • Company internal fields/attributes can be easily added
  • Ticket and field names are administratively adjustable
  • User-defined fields enable the entry/structuring of tickets:
    • Can be created independently per ticket type
    • Enables individuality in the Service.Desk
    • Customer-specific mapping of various service processes
  • Adjustments made during updates are kept intact

According to your service management approach you can create e.g. “Incidents, feature or service requests, bugs, workshop tickets etc.” with your own masks and user-defined fields. You can use both standard fields and your own fields. Furthermore, you can define, for example, for which user groups the created tickets are visible, who is allowed to create and edit them.

ISIS12 standard is fully supported with the HEINZELMANN.

The information security management system in 12 steps, in short ISIS12, is a 12-step workflow for establishing an information security management system that is easy to implement.

With HEINZELMANN, you cover all requirements that the standard places on a service management tool. Map the service management processes with our additional module SERVICE + WORKFLOW. Identify critical applications, map them in the service catalog and derive corresponding service level agreements from them. The time-controlled, automatic deletion of tickets is now possible.

You simply define the period of time for which tickets are to be kept in the system. Thus, all 12 points of the ISIS standard are supported by HEINZELMANN.

The HEINZELMANN can be purchased as On Premise solution or as Software as a Service solution.

If you decide for SaaS in the Cloud, the HEINZELMANN is hosted at FCS.

And at the end!
HEINZELMANN in a nutshell:

  • Company-wide applicable (IT, HR, facility field service etc.)
  • High integration capability
  • Adjustments/customizing can be carried out independently to a large extent
  • Customer-specific branding
  • Flexible modeling of processes
  • Support of IT assets and non-IT assets
  • Service automation and workflow management
  • Intuitive self-service
  • The customer portal can be integrated into the own homepage
  • SLA management, ticket management, project management, escalation management, incident and problem management, IT asset management (in combination with Asset.Desk) etc.
  • Knowledge base management
  • Evaluations of essential KPIs
  • Platform-independent web application (On Premise) or in the Cloud (SaaS)
  • Mobile access and free app

HEINZELMANN Service.Desk
test free of charge or purchase directly!
The price for our HEINZELMANN solution depends on the supporters/employees who process your tickets. HEINZELMANN costs only 995€ in the starting version with three supporter licenses including one admin. Please contact us, we will be pleased to make you an individual offer.

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