{"id":35268,"date":"2017-11-06T09:38:21","date_gmt":"2017-11-06T08:38:21","guid":{"rendered":"https:\/\/aton.com\/?p=35268"},"modified":"2023-11-29T12:07:11","modified_gmt":"2023-11-29T11:07:11","slug":"behind-the-service-desk-scenes-how-to-monitor-service-level","status":"publish","type":"post","link":"https:\/\/aton.com\/en\/behind-the-service-desk-scenes-how-to-monitor-service-level\/","title":{"rendered":"Behind the Service Desk Scenes: How to Monitor Service Level"},"content":{"rendered":"<h2><strong>Retail support services: how to control them?<\/strong><\/h2>\n<p>One of the key aspects in the management of services like, for example, the <a href=\"https:\/\/aton.com\/en\/solutions\/service-desk\/\" target=\"_blank\" rel=\"noopener\"><b>Service Desk<\/b><\/a>, is the possibility of providing Customers with a real-time <b>\u201cphotography\u201d <\/b>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.<\/p>\n<p>And this is the reason why, in step with ITIL standards, our Services, provided to <b>more than 5,000 users all over Europe<\/b>, include a multilingual <b>ticketing tool<\/b> (EriZone, based on OTRS) that allows organized management and administration of assistance requests.<\/p>\n<h2><strong>Our fail-safe protocol<\/strong><\/h2>\n<p>Such requests can be easily <b>categorized<\/b>, assigned with the correct priority and managed in a flexible way: it is therefore possible to subdivide interventions in<b> incidents<\/b> or <b>service requests <\/b>and<b> <\/b>describe the kind of issue reported: from support on <b>hardware devices<\/b> to functional and system assistance on <b>app software<\/b> like CBR &amp; Mars by Cegid, XStore, Stores2 &amp; Rpos by Oracle or Pos2000\/Shop by Sinesy, just to mention a few regarding the Fashion Retail field.<\/p>\n<p>Behind our Service scenes there is therefore a <b>flexible platform<\/b> 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\u2019 training to obsolete device substitution.<\/p>\n<p>This has been a topical theme at the <a href=\"https:\/\/www.neteye-blog.com\/2017\/10\/impressioni-sul-neteye-erizone-user-group-2017\/\" target=\"_blank\" rel=\"noopener\"><b>NetEye &amp; EriZone User Group<\/b><\/a>, the annual conference for NetEye &amp; EriZone users, held in Mantua on 19th October, where we have reported our experience on EriZone for IT Service Management optimization (ITSM).<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-35231 aligncenter\" src=\"https:\/\/aton.com\/media\/Aton-ITServiceManagement-600x400.jpg\" alt=\"Erizione\" width=\"600\" height=\"400\" \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Retail support services: how to control them? 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 \u201cphotography\u201d of the type of requests made by end-users, of their frequency and of the velocity when answering them and taking charge of [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":44505,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false},"class_list":["post-35268","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","keyword-retail-management-en","keyword-service-desk-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Service desk IT Service Management<\/title>\n<meta name=\"description\" content=\"Aton Service Desk, provided to more than 5,000 users all over Europe, include a multilingual ticketing tool 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