Key Features:

• Windows™, web and mobile clients enables incidents to be raised and tracked via email, providing users with a straightforward way of registering and monitoring the progress of their support requests.
  
• Conforming to ITIL® best practices for Service Support, individual processes can be enabled as required, allowing a phased approach to implementing ITIL® to meet the requirements of the educational establishment.
  
• Effortless integration with third-party applications and OLE compliant external data sources including Microsoft Active Directory™ for easily importing and maintaining live information about users and computers.
  
• Multiple database support for Inventory & Contact Management with a self-service knowledge base to view solutions to common issues. Customer Satisfaction Surveys can be instigated via e-mail to highlight areas where improvements in service could be made.
  
• The real-time Management Console provides a live graphical view of the support environment and can be distributed throughout the educational establishment, providing a comprehensive range of reports

New Features for v6.5:

NEW Change Management

• Integral component of the SupportDesk Client - no additional licensing requirements
  
• Raise Requests for Change (RFC) against Incidents, Problems and any Configuration Item, including users, computers and locations
  
• Voting system for RFCs to be approved by nominated users
  
• Automatic notification of successful implementation of change
  
• Record the financial cost of changes
  
• Central configuration of change process through the Setup Console
  

NEW Customer Satisfaction Survey

• Gather feed-back from end users about any aspect of Customer service
  
• User-definable questionnaires sent via email
  
• Send surveys on demand to individuals or groups
  
• Create survey groups based on pre-defined selection criteria
  
• Essential information for service performance measurement
  

NEW Active Directory™ Quick Setup

• Import information about computers from Active Directory much more easily
  
• Load an existing extraction XML file at the start of the Quick Setup Wizard
  
• Small iconsallow more visibility of the tree structure
  

NEW Time Zone Feature

• Define the Time Zone where the SupportDesk server or Service Desk is located
  
• With Time Zone recognition turned on, time fields in both the Web Interface and Windows Client have a time zone suffix added (e.g.GMT+1)
  
• Specialists and Customers using the Web Interface see the actual times of Incidents and Service Level Agreements
  

NEW Resolution Codes

• Specialists can now select from a list of Resolution Codes
  
• Provides statistical reporting on how calls are being resolved, e.g. Resolved by User, Software Fix, Hardware Fix, No Resolution Available, Resolved By Third Party, User Training, Closed With No Resolve
  
• Easier to analyse how Incidents are resolved
  

New Sign-On Capabilities

• Reserved Sign-On allows Administrators to allocate named-user accounts to ensure system availability to those service desk technicians that require continuous access
  
• Single Sign-On enables users to automatically login to SupportDesk using pass-through authentication
  

NEW Incident Information Capture

• Create User Definable Fields (UDFs) to customise the capture of data within Incidents
  
• Create multiple UDF Styles with an unrestricted number of UDF fields
  
• UDF fields can be set to free text entry and/or select from a list
  
• UDF selection lists can be pre-populated, including imports from other fields and CSV files
  
• Individual UDF fields can be set as optional or mandatory

Minimum System Requirements

Windows™ Client version

• Windows™ 2000, XP, 2003.
  
• Pentium class PC (1000 Mhz or higher recommended).
  
• Minimum 256 Mb RAM
  
• Minimum 1024 x 768 screen resolution.
  
• Minimum 100 Mb disk space required. (varies according to features installed)
  
• SMTP/POP3 support for the Richmond SupportDesk E-mail Service Module.
  
• Administrator privileges are required during the installation process.
  

Richmond SupportDesk Web Interface (web server requirements)

• Windows™ 2000, XP, 2003.
  
• Pentium class PC (1000 Mhz or higher recommended).
  
• Internet Information Services (IIS) v5 or higher.
  
• Minimum 500 Mb RAM
  
• Minimum 100 Mb disk space required.
  
• Administrator privileges are required during the installation process.
  

Richmond SupportDesk Mobile

• Microsoft Windows Mobile™ / Microsoft Pocket PC™ / Windows CE™ v3 or higher.
  
• Microsoft Activesync™ is required for installation via a desktop PC.
  
• Minimum 200 Mhz processor.
  
• TCP/IP connection to enable connectivity to the service desk database via wireless, dial-up or bluetooth.

Educational School Pricing:

Prices valid until: 30/04/07

Further Education Pricing:

Prices valid until: 30/04/07

*Price Per license. Please contact our sales for Maintenance options.
**Licensed for any machines managed by SupportDesk license holder.

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