InsTILTM Product Support
InsTIL Product support is for Service providers to provide product or application support to their customers. It facilitates quality IT support and gaining the confidence of the customers. Ability to record and track bugs, new requirements, Standard changes. Combined with the Service Desk function, the product complies with the Incident management process of ITIL.
- Reports of dissatisfied users.
- No Proper incident recording process or tools in place.
- Difficulty in prioritizing the calls.
- Recurring incidents.
- Confusion in the roles & responsibilities of the IT team.
- Lack of clarity in deliverables to the users.
- Incidents take longer time to resolve.
- Users complain of Lack of ownership.
- Non availability of Knowledge base (KB).
- Unable to measure the productivity of the IT team.
- Non availability of incident reports.
- Product support Plus is an add on to InsTIL product support. It provides the following additional features.
- Automated Service Desk.
- Creation of rules to route incidents directly to Technicians based on the category and skill set.
- Execution in parallel or series.
- Reminder to Technicians for not responding on time.
- Reminder to Technicians for not completing on time.
- Reminder to other team members and superior.
- The customer can choose a mix of automated and manned service desk.
- Reduced incidents.
- Real time tracking of incidents throughout the lifecycle.
- Enables prioritization based on urgency and impact.
- Satisfied users and positive perception on the IT team.
- Clearer Roles & responsibilities and hence ownership assured.
- Availability of the Knowledge base increases the confidence of the IT team.
- Productivity is measured.
- Integrated "Remote desktop agent" ensures faster diagnosis and resolution without the need to leave the seat.
- Trend analysis supports forecasting and scope for improvement.
- Integration with ADS eliminates a separate user-id and password for accessing the application.
Request Support
Like to see new features in our future releases ? We welcome your suggestions and feature requests. Please fill the form below and click the submit button. Thanks for helping us to make InsTIL better.
Request Improvements
Like to see new features in our future releases ? We welcome your suggestions and feature requests. Please fill the form below and click the submit button. Thanks for helping us to make InsTIL better.
