Our Technical Support Service Process is based on the Information Technology Infrastructure Library (ITIL), a framework of best practices to manage IT operations and service. With ITIL providing a foundation for building better processes for IT management for its client, Helicon implements Technical Service Support Modules that will make sure that IT services are highly available:

• Incident Management
• Problem Management
• Configuration Management Database

Incident Management Module

An incident is disruption of normal service that affects user and business. The goal of Incident Management is to restore normal services as soon as possible with workarounds or solutions to make sure that it does not affect business.

Step 1 - Incident DetectionWhen a Request comes in, a Helpdesk Technician helps define the Request Type. When the Request reports about an outage or a drop in the Quality of Service, the Request is classified as an Incident. When the request requires a New Service to be setup, it is classified as a New Service Request.

Step 2 - Record Incident DetailsWhen a new Incident is detected, it is important for the Helpdesk Technician to qualify incident. Helpdesk technicians qualify the incident by asking the right questions that will help Level 2 technicians to resolve the Problem faster. The Helpdesk Technician records all these incident details in the Incident Management Module, and provides basis for classifying the incident.

Step 3 - Classify the IncidentHelpdesk technicians can classify the incident while creating a new Incident (thereby assigning an Incident to a Category) or update the Category of the incident raised by the user. Incident classification is very important to understand the source of all your incidents.

Step 4 - Provide Workaround or a SolutionHelpdesk Technicians can search for existing workarounds or solution from the request and get back to users immediately.

Step 5 - File a new problem or associate to an existing problemHelpdesk technicians group similar incidents together that point to the same Incident Category and file a new problem or associate to an existing problem. Once a Problem is created Level 2 technicians or problem technicians take control.

Step 6 - File a new problem or associate to an existing problemHelpdesk technicians group similar incidents together that point to the same Incident Category and file a new problem or associate to an existing problem. Once a Problem is created Level 2 technicians or problem technicians take control.

Problem Management Module

The goal of Problem Management is to find the root cause of incidents and reduce the impact on business. Problem Management is a proactive approach that prevents recurrence of incidents.

Step 1 - Problem Detection &amp ClassificationVarious reports in Problem Management Module give the Technicians a clear picture of what should be identified as a problem. Proper classification of Incidents into Categories helps the technician to qualify the problem. Multiple incidents can also be associated with a single problem.

Step 2 - Problem PriorityDepending on the Urgency and Impact level of the problem, the priority can be set for the problem. This prioritization will help the technician to assess the various problems and take necessary action, focusing on the critical problems first.

Step 3 - Problem AnalysisThe technician can analyze the root cause and impact of the problem and attach the same in Problem Management Module tracking system as part of the problem. This helps in giving a one stop understanding of what may be the cause of the problem and solution or work-around that can be given.

Step 4 - Solution, Workarounds and Known Error RecordsSolutions are permanent fixes to the problems raised. Workarounds are temporary solutions that can be used by the technician till actual solution is ready. Optionally, Technicians can also add Tasks that need to be done to close the Incident.

Step 5 - Problem ClosureThe Problem Management Module provides a set of criteria (in the form of mandatory information that needs to be filled in) that needs to be met before a problem can be closed. For example, a particular problem can only be closed if the “Root Cause” and the “Tasks to be done” have been provided by the Technician. Otherwise, the problem record will not be marked as “closed”. The Problem Management Module has a set of rules for problem closure and requires that certain mandatory fields are completed before any problem can be closed.

Configuration Management Database

With CMDB, we help you to discover all your IT assets such as workstations (Windows, Linux and apple Mac), printers, routers, switches, and access points and get all the asset and asset details in one place. CMDB helps you to assign asset id and asset name to uniquely identify assets.

Detailed Asset InventoryThe detailed discovery provides detailed information such as model number, asset state, and detailed asset configuration and inventory.

Software LibraryCMDB discovers all software installed in your organization and builds a software library to track licenses. It allows the Technicians to generate quick reports on purchased versus installed software and rarely used paid software that helps the client streamline software license management.

Asset RelationshipCMDB helps the Technicians to define and manage relationships between assets. It monitors three types of relationships that denote relationship between assets.

• Connection – for example, what computers or routers or servers are connected to a particular workstation
• Usage – identifies the user of a particular IT resource
• Container – identifies software or hardware (hard disk, memory) that are installed in a workstation.