“ We are excited to now be moving ahead with Configuration Management. We have used our toolset to ‘discover’ our servers and have added these to the CMDB. This gives us the bones with which to build and maintain our Service Catalog structure. ”

Align your processes to the ITIL® Lifecycle with Serio ServiceDesk

Cut IT Support costs

Deliver 24/7

Manage SLA’s

Easy Interface

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Serio has been designed to be easy to navigate with an intuitive flow.

You will not be presented with a host of floating windows each time you want to undertake a new task.  Serio works on a principle of ‘chapters’ and ‘pages’.

For example a ‘Manage Incidents’ chapter will give you a list of calls returned from your search criteria, to view the full details of any of this calls you simply ‘turn the page’.

You are able to have multiple chapters open at the same time, moving between these with a simple click in the chapter navigator panel.

Reporting

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No matter how good your IT Service processes are, you will not be able to move ahead unless you are able to report on all aspects of your service.

Serio includes a full suite of reports to make reporting simple, we include everything you need to provide operational and management reporting from day one. If we don’t have the report you need, we will work with you to define your requirements and then deliver the report to you.

If you prefer to develop your own custom reports in an external reporting application we will provide you with report samples and source code to get you started.

SerioWeb Customer Portal

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SerioWeb, our customer portal allows you to continue to provide service to your customers even when your ServiceDesk is closed.

SerioWeb is designed to fit seamlessly into your existing intranet or website and includes:

• Incident and change logging
• Knowledgebase searching - general or specifically targeting knowledgebases for different groups of customers
• Track the status of current incidents
• Make notes on current calls, or ask the Service Desk to close open calls
• Approval or rejection of planned changes
• Upload files, such as screen shots of errors for the Service Desk to review

Excellent Incident Management tools

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All the information you need to know about the incident you are working on is available on the one screen.

Search for incidents using a wide variety of criteria, or use a free text search.

Create your own incident views using your selection from a list of over 200 pieces of information you may want instant access to.

Customise your screens using row highlighting – for example you can highlight all high priority calls so you can see at a glance where your efforts need to be directed.

Active Directory Integration

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No doubling up of contact information with the Serio Active Directory plug-in.  Simply set up your connection to Active Directory and tell Serio how often to replicate and forget about it.  Your customer information will always be up-to-date and in sync with your AD information.

Serio not only brings in the customer details, it also replicates the data from the companies and branches you support, making this information available in your reports and incident data.

Network Auditing and License Management

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Serio’s network discovery and audit plug-in will allow you to keep track of the configuration items on your network.

Use the Serio Licence reconciliation module to ensure that you are meeting your legal obligations for software licensing and at the same time reduce the cost of unused licenses.  No need to purchase licenses for new starters because you ‘think’ you probably need to… a quick check in the license reconciliation reporting screen will tell you exactly what the current licensing situation for the software in question is.

Keep a lid on unauthorised changes - Serio will produce an exception report for you, highlighting the changes across your network since the last scan - match these up to your authorised changes via Serio Change Management.

Integrated email support

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Manage your inward and outward Service support emails directly from Serio.

Create professional pre-formatted emails which will be augmented with the call information and text entered by the agent at the time of sending.  HTML emails can include your company logo and colours, or you can simply send your emails in plain text.  Creating your emails is a simple matter of entering your text and adding “mail merge” fields from a wide selection of incident data.

Emails coming in to your Serio system can be treated in a numer of different ways.  If they are related to an existing call they will be added automatically to the call they relate to, any attachments will be linked to the call for easy access.

Non-reply emails can either be logged automatically as new incidents, or they can remain in the Serio inbox for you to log as a new incident or new change request.

Serio can also search the content of new emails and, if text is found that fits predetermined rules, a suggested fix will be sent to the customer before the call has been logged. 

SerioProblem Management

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Raise new problem records with ease from existing incidents.  The initial incident will be linked to the problem record, continue to link new issues to the same problem using s simple ‘copy-paste’ action, to allow you to quickly assess the level of pain the problem is causing your customers.

Staff working on incidents can take a very simple action to flag an incident as a possible problem for the problem manager to look at.

Our reporting engine, SerioReports, gives you access to a host of reports that will help in the problem management process.

Known error database

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As part of the problem management process Serio allows you to convert your problems to known errors.  At the same time the status of the problem is changed the error and workaround are published to a Known error Database.

All agents can be alerted to the new Known error and workaround as soon as it is created, the entries can then be quickly accessed from SerioClient. The known error can be linked to incidents and the information quickly sent to your customers.

Serio Change Management

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Serio’s change engine allows you to model changes and ensure that the process is repeatable and auditable.

Changes often need to be scheduled, they can required coordinated action by multiple teams or agents, they may need authorisation by IT staff, business users or a Change Advisory Board (CAB).
Building your change plans is made easier by a graphical view of the process you are creating as you go.

Serio Change plans can branch or loop back to previous stages where needed. You can require digital signoff from users via SerioWeb before proceeding to the next stage – or if a change is rejected you can end the change or loop back to a previous stage to allow for more testing or redesign.

Change plans can be used for events such as new staff beginning or leaving your company, or upgrades to key servers, anything that requires coordinated action by different agents or teams, scheduling or approval. Each task in the plan will contain detailed instructions for the agent who will be carrying out the work.

Serio is also able to interact with Microsoft Sourcesafe® allowing you to perform check ins/outs directly from Serio.