Consulting Services

Helpdesk and support centre consulting can help you to take your support services to the next level. Installing and configuring any software solution is just the first step toward a better support service. Re-engineering, refining and optimizing your support practices, personnel and support culture is the next vital step.

Consulting Services

PRD Software helpdesk and support services consulting can help you to optomize your HelpMaster Pro installation as well as implement helpdesk best practices to achieve a top-notch, streamlined support centre.

Our consulting approach consists of the following stages.

Initial team meeting and work practice discovery

This initial step is a high-level analysis of your current workplace practices. We will discuss how you currently do business, what your goals are, what your challenges are and what your pain points are. Generally this meeting involves senior members of the helpdesk management, as well as key staff within the helpdesk environment.

HelpMaster Pro audit and usage assessment

The next stage in adopting helpdesk and support best practices is to perform an audit of your current HelpMaster Pro installation. What modules are you using? Are you making the most of the web self-service? Is the Priority Manager configured correctly to address your escalation and service level agreement (SLA) needs? What can be done about email response management?

During this stage, our consultants will run some HelpMaster Pro reports against your database, examine your system codes and inspect how your organization utilizes the powerful template system within HelpMaster Pro. This analysis will provide the basis for improving your workflow.

During this step, we’ll spend a day in the life of one of your helpdesk jobs. How is it logged? Where is it assigned? What email is sent? How is it closed, and how are those involved kept up to date?

These questions and more will help to diagnose potential problem areas within your helpdesk workflow.

Technology and hardware assessment

Is something slowing you down? During this stage, we have a close look at your hardware and software configuration to check that everything is tuned as best as possible. Database and web application performance can be greatly enhanced depending on the configuration of your hardware and software systems. Furthermore, we’ll have a good close look at how your installation and configuration of Microsoft SQL Server can be improved from both a performance and security perspective.

Reporting requirements assessment

Are you getting the most out of the HelpMaster Pro reports? Do you require new reports, or modifications to existing reports? During this stage, we can discuss your reporting requirements and work to a solution.

Documentation and recommendation

This stage of the consulting is to provide comprehensive feedback, documentation and recommendations that will assist your organization to optimize the use of HelpMaster Pro. This may involve some on-the-spot training, or if appropriate, to schedule some a future training session.

Implementation

The implementation phase is where we work together to implement the recommendations. Our consultants will help you to achieve an optimized solution for

• HelpMaster Pro desktop edition
• Priority Manager
• Email Manager
• Web Interface
• SQL Server
• Custom reporting
• Helpdesk best practice following ITIL principles
• Hardware and software configuration
• Other areas as required.

Follow-up

Our consultancy does not end once we leave your office. After all of the consulting and implementation has been performed, our technical support team will follow-up to ensure that any changes to your HelpMaster Pro configuration, workflow, hardware and software is running smoothly and without any problems.