Take your company's IT Management to another levelenable omnichannel omnichannel experiences experiences for your customers and extend successful practices to other areas of the company.
Mejore la eficiencia y disminuya costos en toda la compañía, pregúntenos cómo:
Mejore la eficiencia y disminuya costos en toda la compañía,
pregúntenos cómo:
Why use Aranda Service Management?
Problems / Situations to improve or objectives to achieve achieve
Increase efficiency and efficiency and lowering costs is a fundamental requirement for survival survival given the highly competitive highly competitive of all markets and industries. IT areas and Helpdesk and Support Centers are no strangers to these demands and are increasingly being asked to optimize them by the business.
Improve the quality of servicethat is: reduce service times, i.e. of attentionincrease resolution levels in first contact first contact, 7x24x365 coverage, among others., is fundamental to achieve key objectives such as the customer satisfaction (Internal or External)the increase of productivity productivity and the decrease in downtime for the business for the business.
Have 360º visibility and traceability of IT events, incidents, problems, requirements, changes and assets has become indispensable in a world where enterprises massively deploy infrastructure components, applications and services. companies massively deploy infrastructure components, applications and services. Without this level of detail it is impossible to to know and measure IT performance performance, make decisions decisions prioritized by business value, allocate, direct and supervise the work of teams, capture and maintain evidence, among others.
Building a digital work environment is a requirement of the new generations of employees, they want to find in their company the same options they have in their personal lives lApps and Virtual Agents are essential to create this type of environment. environments. For these employees IT performance is measured by the digital experience offered by the Help Desk and Support Center.
Increase efficiency and efficiency and lowering costs are a fundamental requirement for survival survival given the highly competitive highly competitive of all markets and industries. IT areas and Helpdesk and Support Centers are no strangers to these demands and are increasingly requested to optimize them by the business.
¿What is Aranda Service Management?
It is a platform where your company can create and execute, with high levels of automation, Service Management Models (ITSM) aligned with business requirements, customer needs and based on best practices documented in widely accepted frameworks such as ITIL, COBIT, CMMI for Services among others and has been evaluated and certified by PinkVerify™ for 11 ITIL®4 practices and GOLD level qualification by AXELOS for 9 processes.
It is a flexible solution that can be configured simultaneously for IT Service Management and other areas of the company. E.g. Human Resources, Logistics, Marketing, Legal, Finance. Allowing omnichannel access to customers to a central point where they can find the assistance and support required from any of the areas.
It is possible to implement it completely in the cloud in SaaS mode, but also in traditional On-Premise model.
Its capabilities go far beyond more beyond the technology required for the operation of the Helpdesk and Support Center, with Aranda Service Management you can implement the operating model for areas such as infrastructure, databases, applications, cybersecurity, among others.With Aranda Service Management, you can implement practices and processes for:
Incident Management
Keep track not only of failures reported by customers but also those identified by monitoring and observability platforms. Enable you to quantify and understand the number of outages and degradations occurring on your servers, network, databases, applications, end-user devices.
Problem Management
Assign your infrastructure, middle layer and/or application specialists the responsibility for identifying and resolving the root cause of frequent failures or those which that, although unique, have had a significant impact on the business. Backlog application failures in an integrated manner and publish in the knowledge base how to temporarily resolve them (Workarond).
Requirements Management
Keep track of all requests from your customers, but also of requests that are made between IT teams. E.g. Restoration of a database backup, creation of a database, creation of a virtual machine, enabling a network port, providing physical access to a data center or technical room. Know the occupancy level and capacity of your equipment, identify patterns in your operation from facts and data.
Change Management
introducing new applications, enriching existing functionalities, correcting bugs, paying off technical debt, complying with legal requirements are all part of the dynamic technical debt, and adapting to legal requirements are part of the normal dynamics of companies. normal dynamics of companies. With limited resources it is necessary to evaluate and prioritize. Use Aranda Service Management to register initiatives, approve those that meet your criteria, assign teams and tasks to complete the required deliverables, track progress, record testing and deployment plans, schedule dates for implementation, among others.
Configuration Management
Use our CMDB to manage the lifecycle of configuration items CIs configuration items. Maintain detailed information on all components of your organization's of your organization's IT services, including data related to invoices, contracts, warranties, maintenance. Retain the history of incidents, requirements, problems and changes associated with the company's configuration elements.
IT Governance and Management Model
Improve efficiency and lower costs across the company
How does Aranda Service Managementwork ?
Aranda Service Management allows you to enable aomnichannel omnichannel experience experience for your customers that includes:
Transaction Web Portal
Portal accessible via web or mobile application for users to request assistance and support services.
Mobile Application
App for iOS and Android so customers can interact with your service center from anywhere, anytime.
Microsoft Teams Virtual Agent
Through native integration between your organization's Microsoft Teams platform and Aranda Service Management, make it possible to deliver automatic answers to frequently asked questions, request assistance and support, consult the evolution of your requirements, among others.
Account and Password Recovery
With our solution, users can securely reset their accounts and passwords without requiring assistance or intervention from service center agents.
Knowledge Database
Space to publish articles, guides, videos, among others, so that your customers can have at their disposal the knowledge they need to find answers to frequently asked questions or to solve situations of low and medium complexity.
Advantages of Aranda Service Management
Incident Management
Keep track not only of failures reported by customers but also those identified by monitoring and observability platforms. Enable you to quantify and understand the number of outages and degradations occurring on your servers, network, databases, applications, end-user devices.
Rapid Implementation
The platform offers default configurations, templates and models to speed up the configuration process. Bulk uploads of detailed user and asset information are also possible.
IT Governance and Management Processes
On the platform it is possible to implement advanced IT practices such as Problem Management, Change Management, Configuration Management, Infrastructure and Platform Management, Knowledge Management.
Advanced customization
Tailor the tool to your business needs by adding and editing custom fields to the application form, and implement your branding in the user portal.
Workflows and Automation
Aranda Service Management allows the configuration of multiple workflows (Workflow), which makes it possible to standardize processes and automate the allocation of tickets, Incident Management, Problems, Changes, Requirements and SLAs with business rules.
Dashboards and integrated reports
The reporting and data analysis tool included to visualize in real time dashboards of your processes and obtain customized reports to support the management of your business.
Virtual agent in Microsoft Teams
Chatbot integrated into Microsoft Teams so that your users can generate and consult cases in the Service Desk without leaving Teams.
Asset management with built-in CMDB
Integrate all your assets into a single data repository for analysis, control and management of resources throughout their lifecycle, optimizing costs and efficiency.
Local support in Spanish
Specialized support team with presence in Latin America and in Spanish language.
Improve efficiency and lower costs across the company