VeraSMART Service Management and Portal

The power to define and control your business processes

The optional Service Management and Portal component enables enterprise process control by allowing you to create user templates and rules that define and enforce your business processes—all while maintaining peak productivity. It includes Service Portal, a Web-based tool that allows non-system users to submit and track their own service and trouble ticket requests.

The Service Management and Portal component is so flexible, it can support virtually any workflow requirement, such as managing and tracking help-desk tickets, tracking and documenting facilities management work orders, MACD, provisioning, and much more.

Service Management component
VeraSMART Service Management Component (click image to enlarge)

With Service Management and Portal, you can configure and implement your workflow system, keeping your processes running smoothly, efficiently, and within your guidelines. It can be configured to:

  • Effectively track trouble tickets, work requests, and customer service requests
  • Define different status transition paths for different classes of tickets and configure ticket rules to enforce your operating procedures
  • Create escalation tickets that trigger actions based on lapsed time, urgency, ticket types, or other factors that you define as critical. For example, you can configure it to notify a supervisor by email if a ticket remains unassigned after a user-defined time period
  • Utilize the powerful VeraSMART reporting engine to deliver information to help you keep your service environment processes on track
  • Create, track and report on user-defined fields (UDFs)
  • The Service Portal allows corporate network users to initiate work/service request tickets and track their status online. You have complete control of the ticket workflow as well as how the information appears to users. Administration is carried out at the VeraSMART server.

See for yourself how the VeraSMART Service Management and Portal component can efficiently manage workflows, increase levels of support, eliminate communications bottlenecks, and stop problems from falling through the cracks. Call us today at 585.381.6806 to schedule a demonstration.