Behind the Service Desk Scenes: How to Monitor Service Level

One of the key aspects in the management of services like, for example, the Service Desk, is the possibility of providing Customers with a real-time “photography” of the type of requests made by end-users, of their frequency and of the velocity when answering them and taking charge of the issues reported.

And this is the reason why, in step with ITIL standards, our Services, provided to more than 5,000 users all over Europe, include a multilingual ticketing tool (EriZone, based on OTRS) that allows organized management and administration of assistance requests. Such requests can be easily categorized, assigned with the correct priority and managed in a flexible way: it is therefore possible to subdivide interventions in incidents or service requests and describe the kind of issue reported: from support on hardware devices to functional and system assistance on app software like CBR & Mars by Cegid, XStore, Stores2 & Rpos by Oracle or Pos2000/Shop by Sinesy, just to mention a few regarding the Fashion Retail field.

Behind our Service scenes there is therefore a flexible platform which, thanks to punctual registration of the activities performed and time invested, allows us to constantly monitor service levels and support our customers in a proactive way, helping them to redirect actions to be fulfilled, from users’ training to obsolete device substitution.

This has been a topical theme at the NetEye & EriZone User Group, the annual conference for NetEye & EriZone users, held in Mantua on 19th October, where we have reported our experience on EriZone for IT Service Management optimization (ITSM).