Help Desk Solutions

• Shield Watch is a complete framework for delivering support to IT end users.
• Shield Watch provides capabilities that enable support teams to respond to the introduction of Service Level Agreements.
• Shield Watch increases IT end-user productivity through reduced incident resolution times.
• Similarly, applying Help Desk to general IT incident management should increase availability of IT infrastructure and business critical systems.
• Support efficiency is increased through increased automation.
• Information on support activity can be provided for user department charge-back, and support performance is monitored against agreed service levels.
• Longer term performance trends can be monitored in pursuit of continuous service improvement.

Solution Highlights

• Shield Watch is Web-based and accessible to anyone with a supported browser and logon access.
• Shield Watch is ITIL oriented, providing features that serve all the key support service related best practice objectives. In particular, a comprehensive set of current status and trend history reports supports the monitoring and continuous improvement of support service performance.
• Shield Watch is based on Vector’s powerful Issue Tracker engine, with flexibility proved in a wide range of general business issue tracking and business process management installations.
• Shield Watch has a full feature set, including
  • Customizable UI
  • Email integration
  • Multiple SLA support
  • Self-service mode
  • Issue audit trail
  • Team working
  • Role-based access to data
  • Time and event-based escalation
  • Reporting and trending