Choose the right support handling tool to facilitate ITIL
Information Technology Infrastructure Library
(ITIL®) is a framework of
approaches that help organizations to structure,
control and plan work in a way that ensures the
delivery of high quality IT-services. The
library consists of a series of books, each of
which covers a core area within IT management.
ITIL contains the gathered experience from
business all over the world under several years.
The support handling application
Folder HelpDesk from kalmstrom.com
Business Solutions can help organizations to
reach the high level of IT-management they aim
Folder HelpDesk is a strong aid in
both incident ant problem management.
Incident managementThe principal
purpose of incident management is to quickly
restore the service with smallest possible
business impact. An organization’s service desk
is the place that both customers and users
within the company turn to when they have
difficulties, queries or suggestions, need
communication or updates or want to ask for
To all business the customers and users
are the key to success, and it is essential that
staff working directly with them have access to
the appropriate tools to support the business
functions. The right support handling tool help
service staff to answer questions and solve
problems as rapidly as possible with minimal
disruption to users.
Folder HelpDesk is such a tool.
Problem management The principal
purpose of problem management is to find and resolve the
root cause of a problem and to document it. The problem
management must also prevent errors by identifying and
resolving problems before the incidents occur.
this case Folder HelpDesk is of great
help. This support handling application does not only
supply a simple, well-known and user friendly interface
for the helpdesk staff, it also has integrated following
up functions: the powerful statistics tool
OLAP Reporting Tool
for Excel facilitates analyzes and business
intelligence, and the knowledgebase
KBase supplies a fully searchable knowledgebase
right inside Outlook.