Agents in the field have the necessary service desk functionality— anytime, anywhere. Now the service desk can travel to remote buildings and end users on their job sites, better supporting today’s distributed enterprise. ITSM Field Service transforms the IT service delivery model in dramatic ways:

• Service technicians are no longer tied to their desks
• Service delivery can be confirmed with customer electronic signatures
• Transfer asset ownership in real time as assets such as PCs and printers are delivered
• Stay productive regardless of network connectivity
• Improve response rates with real-time updates and wireless synchronization

Mobile Service Makes Sense

Empowered technicians — Bring real-time information and service desk access to remote corners of the enterprise, so service technicians can respond to new tickets and update existing service requests as they respond to them -  without having to return to their desks.

Improve Service Availability — Field Technicians can be redirected to urgent service assignments as critical service outage occurs.  They can be in the middle of a service call and still receive new service tickets and new assignments.  

Increased customer satisfaction with faster service delivery — As soon as a service request comes in, it’s in the hands of a field technician. If the technician is already on-site for another call, additional requests for service can be handled — and logged — at the same time.

Better service — Real-time data access, regardless of network connectivity, means that technicians can provide exceptional service to customers wherever they work.

Better asset tracking – Enable real time asset ownership transfer.  Service technicians can assign assets over to end users as the IT inventory item is delivered, and collect signatures from end users to ensure accountability.

Increased control – Capture delivery confirmation signatures via touch screen and stylus.

Satisfy corporate security policies with secure wireless authentication and encryption — requests and customer data are encrypted using SSL. Authentication is achieved via Active Directory Authentication. Additional lease key security goes a step further, safeguarding corporate data if a handheld device is lost or stolen.

ITSM Mobile Field Service pays for itself quickly