Help Desk, Contract and Inventory Management with

Fidelity-Help Desk

Fidelity Help Desk is a Service and Inventory Management software, which provides single point management, monitoring and analysis functions which can be utilized either internally or by  external customers.

Fidelity Help Desk Management

The typical users of this module are the help desk operators or the managers responsible for the help desk services. The scope of the received problem is determined; when possible, an instant solution is provided; the problems which could not be solved are forwarded to the concerned personnel at the back office and the solution process is monitored all along the way by the Help Desk Team.

When a problem is transmitted with a phone call, the problem record is created in the Fidelity Help Desk system by the Help Desk operator in accordance with the gathered information. If the Self-service module is deployed into the system, users can transmit their questions or problems over the internet/intranet or via e-mail. The transmitted problems are automatically stored in the Fidelity system.

With the Help Desk Management module in place, the problems are either solved by the Help Desk Operators or forwarded to the right persons. The responsible employee has automatic access to the technical specifications, service history and contract and warranty information of the problematic inventory.

• Centralized Help Desk
• Distributed Help Desks / Service Points
• Virtual Help Desk
• Parallel Help Desks with Varying Functions

Fidelity Service Management

With Fidelity Help Desk, service calls can be received and monitored in terms of customer, inventory and contract. It enables the mapping and management of service and regular maintenance processes in compliance with the ITIL standards and Basel II Operational Risk Management requirements.

• All planned and unplanned services are monitored in terms of inventories.

• Service teams are assigned tasks depending on their work loads

• Solution durations are recorded in the system and reported

• Satisfaction surveys are conducted for the provided services, and the results can be analysed.

• The problems can be centrally observed and then forwarded to the relevant departments

• Possesses the Web Self Service functionality

The problems forwarded from the Help Desk system appears on the responsible specialist’s screen. The specialist gets update regarding the problem and the problematic inventory. Inventory problem history, problem handling method and duration, service specific checklists, and the replaced inventory parts are recorded and monitored in the system.

Fidelity Inventory Management

Enables the monitoring of inventories and inventory movements in terms of customer and company. Enterprise lifecycle of all inventories (including fixed assets, machines and consumables) can be monitored with the desired detail level, starting from their purchasing processes.

• Vehicle fleets, computer parks, facilities, production machines

• Services based on company and inventory, periodic maintenances, consumables consumptions

• Spare part changes in terms of inventory

• Inventory and spare part warranty periods, and repair costs

• Defining the inventory parts with all their desired detailed properties

• Subsequent spare part additions and subtractions to the inventories and spare part movement observations

• Inventory Management related to the inventory and its spare parts

• Monitoring the consumable consumptions in terms of inventory

Fidelity Contract Management
Service contracts, both internal and signed with the customers, can be monitored in terms of company and inventory.

• Purchasing computers and preparing service contracts

• Vehicle and facility (elevator, electricity, etc.) maintenance and service contracts

• Warranty and insurance period, cost and conditions

• Monitoring the committed (SLA – Service evel Agreement) and realized service periods based on the inventory, user and location.

TEPUM Sigma

Phone: 90-212315 05 15 . e-mail: info@sigma.net.tr