PT. Britz Indonesia
Service & Support
Service Support is one of two disciplines comprising IT Service Management. It encompasses the support processes necessary to ensure service quality. These processes manage problems and changes in the IT Infrastructure and are more control-oriented than technical in nature.The major processes in this area are:
presents service entities, and the inter-relationships between them, in a hierarchical form in the style of an explorer that can show differing levels of detail - the Service Explorer
Britz Incident Management provides both Incident Managers and Service Desk staff with the tools necessary to restore services and fix problems quickly and effectively.
Britz Service Request guides its users through the Service Request process by completing simple steps in the form of Checklists.
Britz Problem Management tools provide an efficient platform for the management, reporting, and resolution of Problems.
Britz Change Management lets you manage business processes, coordinating and scheduling tasks for individuals and teams. It allows you to model key business processes directly into Serio - and gives you a full and highly flexible graphical representation of the process you've built.
Any helpdesk/service desk manager knows how hard it can be sometimes to meet SLA targets. That's why at Serio we give you a comprehensive suite of tools to manage your teams' performance before you produce your management reports.
The Britz Knowledgebase allows you to perform exacting free-text queries on the data held within the Britz system, offering great power and flexibility.
Britz allows you to configure your own actions, the ones that make sense to your business.
Britz Remote Desktop is like 'being there'. If you use Britz Engage to open the Control Panel under Windows, your Customer will see you do this - meaning that you can not only resolve problems more quickly, but you can answer questions more directly too.
Britz created Reminders to help you remember every little thing you need to do throughout your working day (...) A scheduled Event allows Serio to log issues for you, at time intervals that you specify.
Britz Reports is a part of the Britz system used to generate presentation-level reports. (...) It provides a wide range of ready-made reports as well as the possibility of you creating your own customized reports.
Britz comes complete with an easy-to-use set of Customer Satisfaction Survey tools that integrate seamlessly with email tools. Everything you need to measure and report on customer satisfaction is provided.
Britz provides both Customer Contract Management and Supplier Contract Management helping your business handle both your customers and 3rd party suppliers providing services to you.
The Britz CMDB holds information about different types of IT equipment and software within your company. It describes their roles, inter-relationships, dependencies and value to the business.
Britz CMDB holds information about different types of IT equipment and software within your company. It describes their roles, inter-relationships, dependencies and value to the business. You can view this information in either text or diagrammatic form. It underpins many IT disciplines, including Incident, Problem and Change Management, Capacity Management and many others.
If you wish to perform Asset Management or Availability Management activities, Serio can store supplier, maintainer and contract information, warranty information and other financial data also.
The Service Reporting process reports on the results achieved both operationally and strategically. It also reports on any developments related to Service Level Agreements such as hitting various targets, like availability.
Its purpose is to provide information to both IT and the business in order for informed decisions to be made. IT and the business should agree the format and style of reports to suit their relevant audiences.
