HEINZELMANN

ITIL service

HEINZELMANN

ITIL service

From helpdesk to service management tool

Additional module: ITIL Service

From helpdesk to service management tool

Additional module: ITIL Service

With the ITIL Service module, you can expand your helpdesk into a service management tool!

ITIL-compliant work

Your service management defines services and service levels in the HEINZELMANN service catalogue. These are then linked to your internal and/or external customers via service level agreements. In this way you lay the foundation for ITIL-compliant work and extensive evaluation of your services.
The service level stores the priority a service should have and the times and frequencies within which it should escalate.

In this way, you create organizational standards for handling incidents and problems. The service level agreements enable you to define in advance which customer is entitled to which service. The service level is used to determine which type of service (e.g. 24/7) this customer has purchased and what the right to a response is.

The functions at a glance

  • Creation of processing groups for services (e.g. incident manager, problem manager, major incident manager)
  • Automatic ticket processing according to service rules (prioritization, categorization, assignment, etc.)
  • Customized service catalogue
  • Free definition of the service level (due date, escalation, priority, service times, etc.)
  • Mapping of customer-specific service level agreements
  • Pre-selection of the booked services per customer when creating the ticket

Are you interested in our HEINZELMANN?

The price for our HEINZELMANN solution depends on the supporters/employees who process your tickets. The starter version of HEINZELMANN with three supporter licenses costs just €995. Talk to us, we will be happy to make you an individual offer.

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