assystNET
From wiki.axiossystems.com
assystNET is a web based end-user self-service solution which operates in conjunction with an assyst installation.
This solution is customizable, so it be easily changed to suit your corporate style.
As assystNET operates from a single central application with multiple language support; please contact your account manager for details of the currently supported languages.
assystNET can be accessed from any computer with browser access.
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Speaking your language
assystNET provides advanced Incident logging through Model Forms. These Model forms can be easily set-up for any commonly logged Incident requests, such as password resets, printer faults etc.
These forms are structured to use Natural Language Collaboration so that you can communicate using simple pre-defined questions, rather than in technical speak or unfamiliar ITIL terminology. This encourages the Contact (end-users) Users to answer all relevant questions relating to the raised Incident, giving the benefit that the maximum relevant information is captured, this in-turn allows the Service Desk to resolve the issue and close the call quickly.
End-users can also log requests for changes, such as when implementing a new start process, or when requesting an equipment or desk move. To do this they can use a Model Request form. These forms are designed to use Natural Language Collaboration to ensure that the maximum amount of information relevant to the change request is captured.
Hyperlinks can be added in text fields in the assyst Enterprise Web Edition, such as Remarks and Descriptions. However, these must be expressed as the full path for the type of hyperlink used, such as:
- http - http://www.axiossystems.com
- www - Open a web site e.g. www.axiossystems.com
- mailto - Email a person e.g. support@axiossystems.com
User Self-help
assystNET also uses advanced Knowledge Management functionality. This encourages users, at every opportunity within the logging process, to use a pro-active knowledge search capability. This allows users to search appropriate and available knowledge procedures for a potential solution to the problem they are facing. In addition, the success of that solution can be captured for evaluating the usefulness of knowledge procedures with a click on the "This answered my question" button.
Enabling business decisions
From a Change Management perspective, assystNET offers a web based authorization capability. If a decision on an authorization is required from a user, the system will automatically trigger an email to be sent to them, requesting they access assystNET via an attached URL. This will allow them to view details related to the authorization, empowering them to make a suitably informed decision.
Pro-active issue awareness
assystNET also offers advanced issue awareness to its users who are potentially affected by Major Incidents. Pertinent information regarding such incidents is made instantly available through the web user interface, with the user being offered the ability to log a repeat call against a Major Incident once, and once only.
Focus on collaboration
The assystNET Message Center can be used to distribute information, such as planned system outages, company information, and morale boosting messages, with the output targeted at specific groups within the organization.
Limiting Data to Specific Users
assystNET makes use of assyst’s Customer Service Groups. This allows you to ensure that only the appropriate users of the systems receive their allocated level of data. This operates independently of any other designation of location or working team level of user rights. Therefore, you can for example identify separate Message Center details to be viewed by team leaders, than for their charges.
