ITIL Service Support

The ITIL Service Support discipline focuses on ensuring that users have access to the services they need to work effectively, including a Web based IT Service Desk.

TrackerSuite.Net provides several applications that can be leveraged for the Service Support discipline, to ensure the productivity of employees isn't hindered by broken operations caused by failures or change, poorly planned releases of new IT technology or inadequate provisioning

A Web Based IT Service Desk

Support Tracker.Net provides an accessible, easily utilized Web based Service Desk that simplifies and streamlines the IT support process. It allowsIT departments to simplify ticket creation and submission processes, and provides the user base access to FAQ and discussion forums, system news and more.

Incident Management

As well as providing an easily utilized Web based Service Desk, Support Tracker.Net also automates the support process, facilitating Incident Management and compliance with Service Level Agreements (SLAs) with functions including the automated routing of tickets based on category, request type and priority, automated notifications, ticket aging and escalation.

Problem Management

Utilizing the Tracker Data Warehouse reports such as Open Ticket Trends and Ticket Pies, IT departments can more easily identify incident clusters that should considered a "problem". When analysis of the underlying problem reveals its root cause, making it a "known error", and the solution requires a system modification, the associated support ticket can be rolled into a project or project task in Project Tracker.Net as a part of a RFC (Request for Change) into another part of the ITIL Service Support discipline, the Change Management initiative.

Configuration Management

TrackerSuite.Net includes an online database for hardware and software Configuration Items (CIs). Through the lifecycle of the asset, its status can be tracked through Asset Tracker.Net as a history of its assignments, issues and repairs is recorded. Asset Tracker.Net also simplifies the inventory of CIs with a Survey function that emails a form to every user in the organization to complete to report their assets. Once received, the Survey automatically detects the recipients operating system, hardware statistics and installed applications and includes them in the report as well.

Release Management and Change Management

Tracker Suites project management module, Project Tracker.Net, helps organizations to plan and structure step-by-step deployment or change for ITIL Service Support initiatives: defining goals and scope, status reporting and managing documents. Organizations can easily assemble logical, step-by-step plans with a Work Breakdown Structure, task linking and dependencies, while progress is monitored utilizing milestone grids and Tracker Data Warehouse reports.