Your Companies productivity also depends on the quality of the Helpdesk services !

Today companies depend more and more on their mail systems to promote and market their products and services. The availability of these communication systems is therefore crucial to ensure the company's productivity.

Helpdesk services and support have the responsibility to ensure the availability of these systems for the users. It becomes important that they not only provide the highest quality of service, but that they can also resolve issues quickly and efficiently. A critical ability of the Helpdesk is the capacity to set up preventive actions which address commonly re-occurring issues and prevent the normal degradation of client workstations that generate support calls.

The ability of achieving these goals while operating at a reasonable cost is becoming harder and harder with shrinking budgets.

A few ways to help accomplish these tasks in a cost effective manner would include: 
Having an up to date, comprehensive and consolidated view of the environment which integrates all types of workstations (laptops, desktops, servers etc…)
Having the ability to intervene remotely on these workstations individually and on a large scale,
Having the ability to act without needing end user action,
Having the ability to automate processes of repair and prevention.

To achieve these goals for the email systems, Helpdesks must be equipped with a centralized management and administration tool.

To improve the quality of service and to reduce the costs of the Helpdesk

ITIL is a set of internationally recognized strategic policies which gathers the best practices for information technologies to provide the best quality services.

ITIL concentrates on the continuous improvement of the processes in order to optimize quality of service, while preserving a reasonable and justifiable cost. ITIL was affirmed like the reference frame of the IT Service, the most complete and most largely accepted throughout the world.

ITIL classifies the processes of IT Service Management in the following way: 

        1 - Incident Management 
        2 - Problem Management
        3 - Change Management 
        4 - Configuration Management 
        5 - Release Management 
        6 - Service Level Management 
        7 - Financial management for IT Services

To guarantee an optimal availability of the Lotus Notes mail systems applying ITIL best practices, companies must use the centralized supervision, management and administration tools for mail systems provided by Cooperteam.

Guarantee the quality of service of your Helpdesk with Cooperteam solutions:

By choosing the Cooperteam solutions and supporting on the ITIL best practices, you will be able:

With Desktop Manager and its Project module:

To control, centralize and automate your internal Helpdesk processes in order to optimize processes 1 to 5 of the ITIL reference frame :

1 - Incident Management - using Desktop Manager's capacities to diagnose and remotely intervene, quickly restore a normal operational service of your Lotus Notes environment and minimize the impact of your intervention.

2 - Problem Management - using Desktop Manager's capacities to automate repair processes, reduce the number and the severity of the Incidents and Problems which impact the good performance of the Lotus Notes Domino mail system.

3 - Change Management - lead the mail system changes in a controlled way, with minimum disturbances thanks to the capacities of Desktop Manager to automatically deploy configuration changes and version upgrades on Lotus Notes clients, without user intervention.

4 - Configuration Management - centralize and control all the configuration changes on the Lotus Notes clients.

5 - Release Management - Optimize the planning of your updates using the Notes clients audit capacities (inventory of the applications and versions installed) of Desktop Manager.

With MailFlow Analyzer for Lotus Notes Domino:

Lay out decentralized information on messaging systems traffic to optimize processes 6 and 7 of the ITIL reference frame :

6 - Service Level Management - Analyze and check SLAs of the mail system using MailFlow Analyzer statistics.

7 - Financial management for IT systems - Evaluate the best options for the mail system and affect the costs according to the use of the resources with MailFlow Analyzer.