• IT Asset Management
• Network Administration
• Help Desk / Service Desk
• Fixed Asset Management

A unique contact point centralizing help requests from all users

Put the user at the center of IT support with the goal of improving communications, enhancing user services and reducing costs.

With GIMI Helpdesk, manage the hotline and centralise all user's service or support requests.

GIMI Service Desk is a simple and powerful software that enhance user support experience, based on ITIL's best practices.

Help desk software : Service Desk:
A unique contact point centralizing help requests from all users of IT support services, distinguishing the concept of an incident from that of a service request.

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    • Automated follow-up, treatment and call management
    • Manage all types of requests (users, clients, IT or infrastructure)
    • Improve and measure the efficiency and the performance of IT support technicians according to established norms (SLA – Service Level Agreement)
    • Integrated ITIL recommendations (requests, incidents, problems, manage changes and deployments according to SLA)
    • Simplifed, global access to the CMDB (Configuration Management Database).
    • Reporting tools integrating numerous dashboards and active desktops, showing SLA indicators
    

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Exploitation
Two user profiles exist: users (requestors) and support technicians :

For users, the possibility to generate and to follow in real time their requests (Support, purchase, relocation,… .

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    • Access via an Internet browser by a unique authentication
    • Formulation of requests by Web, email, telephone and track in real time their progression
    • Access to the knowledge base (FAQ) level 1 ant to GIMI CMDB
    • Show support messages and chat window, linked to the opened ticket
    • Close tickets and complete the satisfaction questionnaire (Re-open if unsatisfied)
    

For helpdesk service, there is the possibility to retrieve, plan and treat intervention requests and manage the knowledge base.

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    • A unique contact point centralizing help requests from all users of IT support services
    • Centralized reception and management of user requests (Web, mail, telephone)
    • Automatic assignment of requests to teams, or competent technicians according to SLA standards
    • Graphical planning of interventions by day and by technician
    • Manage the knowledge base – help resolving incidents with suggested solutions based on the user’s problem
    • Workflow integrating the automatic escalation of tickets and of interventions in the event of an unresolved issue, automatically configure and send alerts and emails, manage  supplementary information and request suspensions, management of similar demands in the case of identical incidents (same symptom, equipment type,…)
    • Link with the CMDB and equipment details (components found on each machine, contracts, guarantees, interventions), remote access tools, SNMP alerts
    • Visual alerts, active desktops listing unfinished tasks
    • eporting tools integrating numerous active desktops and dashboards, SLA indicators

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Reservation Management module
This module gives users, in graph form, a view of equipment that can be borrowed, equipment availability and generates a reservation request.

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    • Meeting room management • Manage equipment loans, in relation to the IT and fixed asset management
    • Manage availability
    • Reservations planning and assignments
    • Validation and supervision of reservations
    • Alerts if goods are not returned on time
    

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User Request Portal
Centralize communications and a company’s internal information exchange via a collaborative portal, linked with the Help Desk or Service Desk software
treat, via a web portal, requests from IT users and general services

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    • Material requests (equipment),
    • consumable requests (general supplies, paper, cartridges,…),
    • omponent requests (memory, software),
    • service requests (training, room reservations, material),,
    • Help Desk (incidents),
    • update users (new, modification, departure,…),
    • manage relocations,
    • Rights management and validation workflow according to users, approving, and managers,
    • Direct link with purchase and helpdesk modules (Automatic generation of orders from portal, as well as a new ticket created in the help desk).
    
    Advantage : information is shared and available in real time