Multi-level (Pre-violation(s), Post-violation(s)) escalations and notifications upon SLA breachДefine SLA and Measure it through off-the-shelf SLA reportsДЄbility to add attachments in a request/incident with File Type and Size RestrictionДЄbility to view PDF, Image, Audio and Video file attachments in the request/incident details UIВ without downloading the attachments Powerful SLA engine to keep a watch of service operations against the committed SLAвЂ™s Support for context-sensitive fields based on nature of request/incident Implement context sensitive, multi-level approval processes through built-in approvalВ mechanisms in the workflow Implement organization service support processes through service desk forms and customizableВ workflow Manage ITIL compliant Incident, Problem, Change and Request Fulfilment processesД¬apture complete request information in a simplified manner by associating the request withВ Location, Department, Service, Category, Subcategory etc. Intuitive dashboards and real-time analytics Supercharge Your Employee Efficiency with Intelligent and ITIL based Service DeskДЄnalytics and Automation Enabled ITIL-based Service DeskД®xtreme Flexibility and Codeless configuration Resolve Issues at the Speed of Light with our Self-Service Portal Highlights Resolve Incidents with Rich and Context-Sensitive Knowledge BaseД¬omprehensive Database of Information on All Service Desk Components Proactive Pre-Notifications to Ensure High Service Level Management Improve Operations and Minimize Impact on Service QualityД®nhance Customer Experience with a Full-Catalog of Service RequestsД¬omprehensive, yet Simplified Service Request Submission Minimize impact of incidents that cannot be prevented

Predict and Pre-empt the Critical Incidents SapphireIMS Service Desk enables businesses to excel in customer service, perception, andВ satisfaction Overview It helps business enterprises and service providers to manage serviceВ operations and ensure guaranteed service delivery to its customers as per the service level goals set. SapphireIMS Service Desk is an ITIL v2011 certified, enterprise-grade, comprehensive IT Service

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