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SOLUTIONS
Service Desk - Enterprise Suite Core Functionality
Magic Service Desk is a browser-based, highly customizable, N-Tier service desk solution. The N-tier architecture of Magic is powerful enough to support over 1,000 concurrent users making requests and database queries. The browser-based, thin client user interface uses Dynamic HTML to provide a rich, Windows-like data-entry interface. Magic Service Desk Enterprise Suite provides the core Magic functionality as well as the Magic Management Center (MMC), Magic Business Automation (MBA), Magic Test To Production Tool (MTTP), and the Magic SMS Viewer options.
Management Centre Option Pack
Manager's can keep tabs on the performance of all areas of your service desk simultaneously with Magic's Management Center. It empowers service desk managers to track service desk activity in real-time, customize queries to view relevant information, and to use highly interactive charting and graphing tools.
Business Automation
The Magic Business Automation (MBA) offers customizable, automatic workflow to fit your business practices. MBA enhances the capability of your Magic Service Desk by performing tasks that occur based on events within your Magic system.
Test to Production Tool
MTTP enables Magic Service Desk customers to move changes from a test database to a production database without having to re-create the changes.
SMS Viewer
The Magic SMS Viewer links to the Microsoft System Management Server 2.0 database to display inventory information (hardware, software, system files) about a machine in the SMS database and allow a link to service desk, work order, client, and inventory records for easy one button retrieval.
Self Service Help Desk
To reduce your service desk call volume the Magic Self Service Help Desk option will allow your end-users to log calls for themselves, check on their call status and history, run SIR knowledge searches, and update their client information all through the internet or intranet. By providing the customer with this functionality, numerous calls can be handled more efficiently without requiring a service desk analyst.
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