Hardcat allows a single integrated solution to manage IT Service Management , Fault Logging, Reporting and Resolution, Change Management and Technical Knowledgebase
By registering and maintaining up-to-date records on all hardware and software problems, users can immediately identify assets under warranty, maintenance support details and the performance history of each asset.
A variety of tools are included to allow problem diagnosis (and possible user correction) prior to sending a technician out on site. A key system benefit is the automatic calculation of down-time for performance statistics on assets, asset types and suppliers.
Change Management requests can be accurately tracked with a complete audit trail.
Features expand
- online registration of all hardware & software problems
- automatic problem attachment to asset
- central 'problem knowledge' database for problem solving & quick diagnosis
- automatic downtime calculations & problem resolution costs, including labour & spare parts
- management of supplier, maintenance & warranty information
- information sourcing by 'key word' search
- escalation of outstanding problems
- personnel register for quick sourcing
- comprehensive search & report
- e-mail connectivity
- problem prioritising
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Graphical representation of issues expand
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The Help Desk module includes the facility for high quality output of both text reports and graphical charts to improve management control over problem resolution.
Graphical representation of problems can be presented in 2D or 3D pie charts or bar charts, which can be viewed, printed, or cut and pasted into other Windows applications such as spreadsheets or word processing documents. The charts display problems broken down by:
- asset type
- location
- caller
- priority
- supplier
- problem type
- engineer
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Available Reports include: expand
- General Statistics (by asset type, location, caller, priority, supplier, problem type, engineer)
- Individual Details
- Priority Levels
- Resolutions
- Solutions
- Configuration listing
- Escalation tables
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Fully integrated with other Hardcat modules! expand
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A key benefit of the Hardcat system in general is the smooth flow of relevant information between related modules. The Help Desk Module provides seamless links to:
Hardcat Core Module
- Updates costs of repairs/service to asset "Additional Cost" schedule
- Shows active problems for individual staff in "People" database
- Updates individual asset downtime according to pre-defined asset Service Levels
- Allows asset information such as warranty end date, maintenance agreements and previous asset problem/maintenance history to be viewed at the touch of a button
Optional Hardcat Stock Module
- In the actions area for each Problem record the user can specify a stock item (such as spare parts) and quantity used to complete the solution, with that quantity of units being deducted from stock on hand in the Stock Module
Optional Hardcat External Interface Module
- Custom interface for users to log and review progress on help desk problems change requests and other issues via a custom browser interface
- Custom interface for technicians and engineers to view and update actions taken on problems, change requests, and other issues
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Key Benefits of the Hardcat Help Desk module: expand
- user-friendly self-logging of requests for end users
- customisable interfaces for both end users and technicians
- automation of problem/issue management and assignment
- improved operator support confidence
- improved equipment quality control & systems support
- improved business operating efficiencies
- tracking service level agreements
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