Visual|QSM

by Datawatch

Visual|QSM links service delivery and business objectives
Visual|QSM (early versions were called Quetzal) is a name that is synonymous with the IT helpdesk industry. Datawatch continues to develop and distribute the evolving solution, which began as a delivery bridge for sharing the information required for IT support delivery. Renowned as a scalable solution offering intuitive, problem management workflow, it has gained recognition for its ease-of-use characteristics from leading analysts, including Ovum.

From IT to HR and Payroll, from Shared Services to Customer Service and Support, Visual|QSM is a truly net-enabled service management solution, providing 24/7 absolute accessibility, with anywhere, anytime support across any environment. Visual|QSM is the solution that links every service area in an organisation to keep the business on track. It operates in a hierarchical call structure. This promotes improved call diagnosis and improves back-end reporting, enabling the user to understand the root cause of problems and assisting in maintaining a proactive service desk.

The Visual|QSM Product Suite

• Visual|QSM Server provides solid administration of all system and operational inputs to ensure the right user and infrastructure information is available to deliver structured IT service management.
   
• Visual|QSM Portal is a highly customisable service management tool that extends the possibilities of service to its limits.
   
• Visual|QSM Workflow is a process management engine that allows you to design, implement and manage all your processes such as changes to your infrastructure in a controlled environment.

Speedy call logging to deliver an efficient service
The Visual|QSM call logging interface, allows users to log calls whilst on the telephone. This interface utilises aids such as inventory popping, call linking, automatic allocation, automatic SLA allocation, related calls and links to a knowledge base. Each call created in Visual|QSM can have Call Subjects, Multiple Service Level Targets, and Priority assigned to them.

Automatic Group Allocation is provided so that once calls are logged within the system, they can be automatically allocated to support groups. This automation eliminates manual intervention by the Service Desk; ultimately saving time and resource. Furthermore, it enforces ownership of a call, leading to speedier resolution and improved service.

Service Level Agreements (SLAs)
SLA discipline imposed by Visual|QSM, means problems are resolved efficiently. Automated escalation procedures ensure that Service Level Targets (SLTs) are met and SLAs act as performance measures for continuous service improvement. The management of third party contractors is automatically handled by Visual|QSM's inbuilt secondary service level target. This charts the efficiency of contractors and enables the user to have pertinent information during future contract negotiations.

Unlimited call escalation procedures
A service level can be assigned an alarm period - when this alarm period is reached it can trigger several alerts in Visual|QSM. These can include email, text messaging and Visual|QSM Icon+ to notify the user the call is assigned to, their manager(s) and others. The same triggers can be set to notify managers of high profile calls.

Multi level fix codes/information
Visual|QSM incorporates a drop down of pre-defined resolution codes that relate to the call classification. This will ensure that the user gains an understanding of root causes, enabling effective reporting on calls and the highlighting of problems proactively. This information can then be made available as a query within the Knowledge Base.

Bulletin board
Visual|QSM has a real-time statistical and alerting bulletin board for the IT Service Centre Manager. This allows monitoring of key indicators such as call volumes, adherence to SLTs, workloads, call types and other performance metrics, so enabling proactive management of workloads and ultimately improving the efficiency of the service.

By providing access to historical and active information Visual|QSM allows an organisation to build pictures of customers, business departments, support group performances, and Service Level achievements. This then empowers management to make informed decisions about how to improve the service.

Good reporting means great business decisions
Management needs to access information easily in order to make business decisions regarding the service. Visual|QSM's reporting is based around 42 standard reports written using Crystal Reports, whilst empowering the user to build further reports using the Query by Example functionality.

The automation of business processes and change management is critical to the effective delivery of the service. Change is the greatest threat to business continuity, but if an organisation has the ability to design workflow processes and manage change, any disruption to the business will be minimised. The implementation of Visual|QSM Workflow will allow the user to automate their business processes and will improve the efficiency of service delivery. It also allows the user to identify how far a process has progressed, who has completed which tasks, and what the timeline is for completion of the project. Aligned to this is the ability to manage internal expectations and costs and to assess project impact, minimising potential risks.

ITIL Compliant for best practices
ITIL (IT Infrastructure Library) is the most widely accepted approach to IT Service Management in the world. ITIL provides a cohesive framework of best practice processes, drawn from the public and private sectors internationally and Datawatch utilises this methodology in the delivery of service management solutions. PRINCE (PRojects IN Controlled Environments) is a structured method for effective project management. It is a de facto standard used extensively by the UK Government and is widely recognised and used in the private sector, both in the UK and internationally.

In delivering projects, Datawatch utilises PRINCE2 to manage the resourcing and staging of activities. Additionally, elements of ITIL are used for individual service modules.

Visual|QSM will help to strengthen support effectiveness, increase employee productivity, meet business objectives and ultimately deliver better quality services and products to your end-user.