Built natively on the Force.com platform, PIIT Viper is a full featured IT Help Desk application designed to facilitate efficient Problem and Incident Management. As the frontline tool for the IT Help Desk, PIIT Viper focuses on the speed and proficiency of managing Incidents to restore normal service operation as quickly as possible. Preventing the recurrence of Incidents using robust Problem Management improves Help Desk service levels. Advanced root cause analysis and problem resolution techniques allow Known Errors to be documented and proactively communicated. Instant mobile device notifications keep your IT Help Desk engineers engaged with all critical issues and updates.
PIIT Viper addresses the requirements of ITIL® volume four, Service Operation, including the set of best practices for Problem Management, Incident Management and Knowledge Management. PIIT Viper leverages Stone Cobra’s deep integration of the ITIL® recommended KT ResolveSM methodology for rational troubleshooting and problem solving. Also integrated inside PIIT Viper is the best practice of Knowledge Centered Support (KCSSM) utilizing Salesforce Knowledge. These leading-edge business processes and your custom workflow are combined to improve first-time-fix rates, mean time-to-restore service, mean time-to-resolution and other Key Performance Indicators for IT Help Desk excellence.
Technical Features:
|
|
Key ModulesIncident & Problem Management: A highly productive and powerful Incident Management and Problem Management application that leverages the best practices of ITIL® and the efficiencies of Web 2.0 to give the IT Help Desk an agile and easy-to-learn interface that works the way today’s Help Desk engineers expect technology to work. Knowledge Management and Knowledge Centered Support: Capture and reuse the knowledge of your Help Desk engineers to improve the first-time-fix rates, decrease mean time-to-restore service, and decrease mean time-to-resolution. Knowledge Centered Support is the adopted practice for scaling your IT Help Desk to handle a larger scope and volume without increasing costs. ITIL® Troubleshooting & Problem-Solving Methodology: Kepner-Tregoe ResolveSM is the only proprietary methodology acknowledged by ITIL® as the best practice for problem analysis and troubleshooting. KT ResolveSM dramatically increases performance against key indicators helping to restore normal service operations as quickly as possible. E 2.0 Collaboration: Collaboration is the cornerstone of problem resolution. In the absence of technology, engineers still collaborate over the wall or on the phone to help gain the knowledge needed to resolve an issue. Highly integrated collaboration tools facilitate the internal collaborative process giving it greater reach and bringing together geographically dispersed teams. |
