BOSS Support Central Enterprise includes all modules of the BOSS ITSM solution - Asset Management, Service Desk and Mobile with a powerful set of features. It offers the ability for an organization to implement an Enterprise level ITSM solution at an affordable price. BOSS also provides Support Central Standard for smaller organizations with essential features.
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BOSS Service Desk provides IT teams with the power to efficiently manage all end user related service requests and issues. With the ability to submit service desk requests via a self-service web portal or by using the integrated email to ticket functionality, end-users can get quick resolutions to any IT related issues they have. With extensive reporting and dashboard, BOSS Service Desk enables you to track all help desk processes and stay fully informed of all activity from the first point of contact through to resolution.
With over 100 built in reports, BOSS Service Desk allows for you to analyze patterns and trends that affect the performance of your help desk environment and allows you to make more informed decisions for improving efficiency. Stay informed by scheduling important reports to automatically be emailed to groups or management. With the built in report wizard, you can quickly create your own customized reports to meet the needs of your organization.
BOSS Service Desk has a powerful built-in routing and escalation engine that enables tickets to be automatically assigned to the appropriate service desk technicians or team and for tickets to be escalated based on priority. Routing and escalation rules can be set by category, groups or aligned to company SLA’s. Criteria can also easily be set to automatically escalate and send notifications for tickets that have not been assigned or dealt with in a specified time period.
With the BOSS Service Desk, you can help your end-users get instant answers by creating a knowledge base that is available whenever they need it. Share your technical documentation, product tutorials, answers to frequently asked questions, and other tips in a single convenient place. By setting up a knowledge base, not only will you improve resolution times but you will also reduce your ticket volume. In addition when customers create a ticket, BOSS Service Desk will also automatically display likely solutions right next to the ticket form, further improving the resolution time and reducing the number of tickets.
With BOSS Asset Management, hardware information such as memory, hard disk, display, processor and much more is collected from all computers across the network at the click of a button or on a scheduled basis. Reports can be generated to understand the health of your IT environment and determine aging computers that need replacing. Valuable information on the capability of computers to handle newer software applications or operating systems can also easily be derived.
Asset Life-Cycle Management keeps you informed in each of the stages of the life cycle of your assets. With this information you can make better purchasing decisions by looking at the resources available and their life-cycle stages. If an asset is due to be retired or expire, new orders can be placed based on inventory levels. The asset database retains information on any asset type including non-computers. Items in the database often include printers, projectors, cameras, or medical equipment. Detailed asset information such as the owner of the asset, its location, purchase details, manufacturer, warranty and a history of any issues are all captured and stored in the CMDB. Asset tagging makes it easier and quicker to retrieve and update an assets data. With this information you are not only able keep track of all your assets but also have the knowledge as to which items can be reused, reassigned or decommissioned.
The BOSS Asset management module allows you to track the number of installed software products you have on every computer. With integrated license management, you can quickly identify areas of overspend on licenses and non compliance. The license folder also allows for the tracking of additional related items such as purchase information, vendor details, warranty and support expiration.
Asset types and their associated attributes vary from one organization to the next. BOSS Asset Management has been designed with this in mind and gives you the flexibility to create any type of custom asset or field you might require. From IT peripherals to phones, with BOSS Asset Management you can be confident in knowing where your equipment is and who's using it.
BOSS Deploy zero touch imaging software enables you to remotely install Microsoft operating systems along with applications to either single or multiple devices at the click of a button, wherever they might be. BOSS Deploy improves the service continuity of Windows migration or deployment projects whilst reducing the risks associated with running outdated software programs.
BOSS Mobile for both Service Desk and Asset Management allows you to have control over all service desk tickets and all asset information, anytime, anywhere. With BOSS Mobile you can resolve incidents, track your assets and update service records in real-time.
Industry estimates reveal that close to 40% of Service Desk tickets are related to password reset issues and result in loss of valuable resource time. The BOSS Password Reset tool simplifies and secures the password reset process for end users. Reduce calls to your Service Desk and let users reset their own passwords through a series of security questions.
Many of the organizations that choose Support Central for their IT Service Management needs quickly take to adopting the product for their Facility Management requirements as well. This has proven especially true with our customers in the public sector community who have benefited from the huge cost savings of our unique unlimited licensing plans and been able to utilize the product as a facility work order system and track facility equipment at the same time.
