Concept

To ensure the quality of the sales cycle, Foco developed Foconet Service Desk, a solution that gathers several functionalities that are necessary to deal with the clients contacts, including support, the activities of internal teams and suppliers and the management of service level agreement.

Foconet Service Desk has been developed based on the ITIL ? Information Technology Infrastructure Library model.


Expected Results

Description Internet Portal Access portal or link on the client?s website by internet Call Logging Data entry by help desk staff or Self-serve Web Sorting, prioritization of new incidents or requests Escalation of requests Follow-up, signals, reminder, clients? satisfaction survey Information for internal knowledge base Consultation, Dynamics maps and Data withdrawal Configuration Item (CI) Attributes Classification and Registration Configuration Structure: CI relationship and validation Building up specific CI based on CI model Refer to CI tree Service Level Agreement (SLA) Definition of conditions and service targets Time coverage: working-days, timetable, holidays IT Move Add & Change Control: service volume for time period Allowing agreement validation before making it active for users Building up agreement models Building up adhesion terms related to agreements Agreement consultation, Dynamics maps Supplier Management Internet portal for registration of supplier information Allowing new coming suppliers to offer their products and services Qualification process based on parameters Up loading of documents Potential x Perfomance indicators Forms with variable terms Allowing to grade questions concerning suppliers? appraisal. Dynamics maps