Service Management Software – Providing Effective Solutions

Posted: 28 Oct 2013 04:13 PM PDT

An effective help desk function is a core component of any successful facilities management operation. It is critical that calls are handled efficiently and issues are resolved in accordance with service levels in order to meet customer expectations and demonstrate operational efficiency. Service Management Software provides an effective solution for efficient call handling and rapid fault rectification in a busy service environment.

Service Management Software enables help desk staff to log, monitor and report on asset or service-related incidents with optimum speed, to ensure that a service provider or in-house contractor is utilised efficiently and that customer service levels are measured and maintained. Tasks are processed through the system and their status tracked as they progress to completion.

Web-based Service Management Software removes distance and time zone constraints by supporting a 24/7 helpdesk service. This alleviates pressure on centralised help desks by empowering building users, site-based operatives and external contractors with the tools that they need to log, manage and oversee operational activities, from any location, via the web.

Today's Service Management Software systems provide an intuitive, dynamic and easy to use interface which enables rapid job logging and removes the potential for input errors. An automated help desk can record and manage information such as location details, work types, service history, maintenance contracts and service level agreements. Systems can also schedule work and handle automatic contractor and stakeholder notification. In addition, Service Management Software can prioritise tasks, identify repeat calls and manage reactive job financial information. Job records are date/time stamped at each stage as they progress through to completion. Some Service Management Software systems offer quotes management functionality, providing the capability to review and compare submitted quotations, to enable the selection of the most cost effective contractor.

Most modern Service Management Software systems provide a sophisticated work assignment structure that enables job requests to be configured automatically to pre-select a service provider based on the type of asset, service, work type or location. Upon notification a system generated, user-definable job work order can be sent to the service provider via their preferred notification method for immediate action. The work order may be accompanied by relevant documents sent as file attachments such as plans, procedures, photos etc.

Service Management Software enables help desk operators and managers to monitor the progress of all reactive maintenance and service events using powerful management and reporting tools, which enable jobs to be tracked against service level agreements. A Service Management Software system can provide automated job escalations based on the assigned priority to provide advanced warning of impending delays and allowing corrective action to be taken. Comprehensive reporting capability provides configurable reports to cover every aspect of job analysis and contractor performance.

Upon job completion, a Service Management Software system will calculate the total cost of the repair or service using pre-loaded, user-definable labour rates and material costs. Sub-contractor invoices can be assigned to, and reconciled against, their corresponding job record, to enable effective cost management.

Service Management Software significantly improves operational efficiency and reduces costs associated with reactive maintenance management.