ITIL Ready
Incident managaement
Reduce outages, improve agent productivity, meet SLAs, and manage the complete life cycle of IT tickets. Automate ticket workflows to let your IT technicians focus on other important tasks.
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Service catalog
Showcase your available IT services to end users and give a new face to your IT. Create and publish your service catalog with custom service-level agreements (SLAs) and multi-stage approvals.
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Problem management
Classify, analyze, and close problems. Analyze root causes and reduce repeat incidents to boost your IT help desk's productivity.
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Change management
Streamline planning, approval, and implementation with automated workflows. Eliminate unauthorized and failed changes.
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CMDB
Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision making.
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IT project management
Create projects, manage resources, and track progress. Integrate IT projects with requests and changes to fine-tune overall IT service delivery.
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Automation
Knowledge base
Empower end users to solve repeat incidents with a knowledge base to deflect tickets from your IT help desk. Narrow your search using keywords and topics.
Self service portal
Facilitate easy request creation, keep end users informed on ticket progress and approvals with automated notifications, and make company-wide announcements of outages.
Service level agreement
Create SLAs to provide quality services on time to your end users. With Helpion Plus' intuitive SLA management, proactively escalate to four levels of hierarchy to ensure SLAs are met.
Business rules
Configure business rules to organize incoming requests (via web form and email) and deliver them to groups, assign their status, and more to simplify your incident workflow.
Automatic ticket dispatch
Auto-assign tickets based on technician availability with technician auto-assign. Use either the round robin or load balancing method to cover every ticket.
Help desk notifications
Alert IT technicians when tickets are created or assigned and keep your end users informed every step of the way with email and SMS notifications. Create templates for email notifications to reduce manual efforts.
User survey
Gather end-user feedback with the built-in survey. Define your own questions to measure your IT support team's responsiveness.
Help desk reports
Generate more than 150 built-in, custom, query, and flash reports pertaining to various IT help desk modules including requests, problems, changes, assets, surveys, contracts, and purchases.
Mobile help desk
Take your IT help desk wherever you go with Helpion Plus' iOS and Android apps. Increase your technicians' responsiveness and efficiency by allowing them to manage IT tickets anywhere.
Multi site support
Manage multiple sites from a single IT help desk tool. Set up custom workflows for each site, enhance collaboration, and gain visibility and control over your long-distance IT.
Email commands
Create, edit, or close tickets on the move with predefined email commands. All you have to do is send an email with the appropriate commands the changes will be automatically completed.
Data archiving
Archive your old, unused data to improve your IT help desk performance. Easily search, access, and export archived data at any time.
Asset management
IT asset inventory management
Discover and maintain your IT asset inventory with efficient auto-discovery. You can discover IT assets from Windows, Linux, Mac, AIX, and Solaris, as well as printers, routers, switches, and more.
Asset discovery
Discover, track, and manage IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.
Agent scanning
Access systems from the remote network, regardless of location. The agent also helps you connect remotely to take control of a screen in seconds.
IT asset tracking
Get the IT asset tracking capabilities you need to gain visibility, compliance, and control of your IT assets in a single solution. Stay up to date on asset usage to eliminate errors and optimize software spending.
Software asset management
Manage all aspects of your software assets including purchasing, deployment, maintenance, utilization, and disposal. Identify and eliminate unused software to reduce IT costs.
Software license management
Identify and eliminate unused licenses, plan future software purchases, and ensure software compliance. Reduce the costs and risks associated with over and under-purchased licenses.
Purchase order management
Automate your supplier interactions and IT purchases with full traceability and visibility, maintain master records for various vendors, track purchases from ordering to receipt and invoicing, reduce delays, and cut unnecessary spending.
Contract management
Manage contracts with different vendors seamlessly. Track IT hardware and software contracts to improve compliance, associate assets, and receive proactive notifications for contract expirations.
System tools
Integrate system tools with Helpion Plus to manage and troubleshoot systems effectively. Now you can easily monitor, analyze, and manage any number of systems and even perform planned maintenance.