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Serio Service Desk SoftwareBased around ITIL® Best Practice standards and guidelines for IT Service Management, Serio Service Desk can greatly improve the quality of the IT service you give to your customers, reducing your costs and improving operational reliability. » Not sure if you need Serio Helpdesk or Serio Service Desk? See the Feature Comparison Matrix. » Why not Take the Service Desk Feature Tour? Serio Service Desk Key Features
Serio Service Desk Our ITSM package - Serio Service Desk - gives your staff access to everything they need to manage your IT Service Desk - in one easy to deploy application. With strong links to our Knowledgebase, SLA, Asset & Configuration Management system, web and mobile products, Serio Service Desk is more than a call logging system. Serio Incident, Problem and Change Management modules can enable your staff to cut resolution times and raise customer satisfaction. Serio comes complete with a comprehensive ITIL®-compliant Configuration Management Database (CMDB) and IT Asset Database. The Serio 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.
Our unique event and workflow technology means you work in ways that reflect what you do, and the activities you and your teams undertake - simply build key business steps into Serio, then let Serio worry about the details of what needs to be done. Using Serio Remote Desktop, our tool for remote PC control, you can jump straight to a user's machine, enabling you to reconfigure the computer on the spot, or talk your user through a task they are trying to complete, all without leaving your desk. Serio delivers a wealth of information to the Service Desk. Accessing information about system dependencies, suggested courses of action and similar problems easily when you need it - at the point of logging. With its innovative and attractive interface, Serio has been carefully designed to be as simple as possible to use. Serio guides you through everything - from logging a call, call tracking, resolving problems, team working and more. SerioWeb - delivering customer service 24/7 SerioWeb allows your customers access to support services via your Internet or Intranet site, 24/7. Controlling how much or how little information you publish is easy, as is controlling the options and features you make available. In conjunction with the Serio Knowledgebase Server, you can make your own Knowledgebase documents available in a range of formats (including HTML, Microsoft® Word, Acrobat® PDF), thereby introducing an element of self care in your support operation. With its wide range of customisation options, SerioWeb can easily be integrated into your own website, using your colours, fonts, bitmaps and text. No programming is required, no HTML editing involved. Serio Knowledgebase Server The job of the Serio Knowledgebase Server is simple - to index your organisations documents, to make information easier to find, and to enable you to produce great content. No more saying, 'We've got a fix for this somewhere on the network...'. Adding to a Serio Knowledgebase is easy. Simply tell Serio the directories on your network you want to index, and it will do so, constantly updating itself in the background. Using SerioWeb, you can publish different types of Knowledgebase content to different groups of customers, giving your customers their own self-care facilities. Serio also records information about the queries your customers are running, helping you to develop and maintain your Knowledgebase content. Serio Change Management - managing IT change Using Serio Change Management, you can easily model business processes that your company needs to perform - activities such as software modifications and key server reconfigurations. Milestone dates and times can be defined for key stages, so time-critical events can be scheduled to suit the needs of your business. Keeping customers and colleagues informed about the progress of a change is easy too. Most importantly, Serio Changes can be dynamic, responding to events as they occur in the organisation. Halting, restarting and amending changes on the fly is straight-forward, ensuring that the Change Manager is always in control. PocketSerio - Serio for the mobile age PocketSerio is designed for staff who are on the move - away from their desk, out of the office. PocketSerio is truly mobile and self contained, allowing you to manage IT Assets, Issues and access your Serio Customer Database without a network connection. Pocket Serio features downloads over your network or over the Internet - so you don't need to be at your desk to get the information you need into your hand-held device. Changes you make are uploaded from the PDA into your live Serio system - Serio seamlessly merges your changes back for you. TechnologyAt the heart of Serio Service Desk software lies SerioServer - our high-performance, scalable, multithreaded application server. SerioServer uses Microsoft® .Net™ and has been designed from the ground up as a 100% NT/2000-based server, fully optimised for Windows Server Platforms. Serio Developer Toolkit - supporting developers SerioServer is an open server. Our Serio Developer Toolkit allows you to extend the functionality of Serio, or create custom interfaces to a wide variety of third-party systems - using many everyday development tools such as Microsoft Visual Basic, Microsoft Visual C++, Borland Delphi and others. Consultancy & Support Services for complete reassurance As the developers of Serio, we have the technical skills and total understanding required to support you now and in the future. So complete reassurance comes as standard. By extending our services into more general Service Desk consultancy and 'IT Service Health checks' we can assist in every aspect of your service management project. ^ Top
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