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ITSM Software

Increase your user’s satisfaction

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What is OpenSer?

Openser is a service management product based on best practice that supports IT processes mainly or the Service Desk. From the initial contact until the service closure, helping providing metrics such as resolution times and customer satisfaction.

How do we do it?

1- Logging

1- Logging

OpenSer allow users to register tickets from within the Service Desk, a customized customer portal or mobile devices.

2- Management

2- Management

Speed up the classification of services helping towards operative cost and risk reduction.

3- Resolution

3- Resolution

Reduce response and solution times through metrics, escalations and alerts aligned to Service Level Agreements.

4- Evaluation

4- Evaluation

Continually improve services through official feedback channels.

Openser, speeding up
operational procceses.

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Service Follow up

Offer the service owners powerful tools to manage and properly follow up on tickets through mechanisms
such as alarms and reminders before the service levels are breached.

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Features

SERVICE MANAGEMENT

SERVICE MANAGEMENT

The Service Desk is the single point of contact between the service consumers and the provisioning areas.

SATISFACTION SURVEYS

SATISFACTION SURVEYS

The most important metric in a service is the user satisfaction. This measurement let us know if you are providing a service that fulfills the customer’s expectation.

SLA SEMAPHORE (SLA´S)

SLA SEMAPHORE (SLA´S)

Through service availability schedules, OpenSer can manage Service Levels based on SLA which can be different for each service and support deparment.

DASHBOARD

DASHBOARD

OpenSer’s dashboard shows in a single view the most relevant information related to the day to day operation. It also allows several filters such as time range to show the information that interests you the most.

Workflow

Workflow

OpenSer allows processes where different departments and systems interact to be automated, assuring best practice compliance as well as measurement and proper follow up for everyone involved.

SELF SERVICE

SELF SERVICE

OpenSer empowers users to create their own ticket without the intervention of a Service Desk, reducing costs while managing risks.

KNOWLEDGE BASE

KNOWLEDGE BASE

OpenSer offers a powerful knowledge base that allows process and procedure documentation to be used during service provisioning.

ITIL COMPLIANT

OpenSer is designed to support processes aligned to ITSM best practices (ITIL), certify by Pink Elephant and their industry wide recognized “Pink Verify” program.

Drown in costly and complex implementations?

Openser is surprisingly easy to use and implement due to the technology it uses. With or without the help of our expert consultants you can start using the software before you think. Start optimizing your operations now!

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