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ExpertDesk Service Management Solution

ExpertDesk

Once again faced with extra costs to adapt your service management solution? Mansystems ExpertDesk is our in-house developed service management tool. Vast experience as software developer, as well as intense working experience with our customers let us create a versatile service management tool unmatched in the market. The need for adapting to a constantly changing market is answered with our ExpertDesk service management solution that is smart enough to combine turnkey functionality with flexibility. We are not standing still at having created an excellent tool to support your service management needs. Process automation is the next step to keeping your service delivery competitive.

  • "De kracht van de oplossing ligt in de flexibiliteit van ExpertDesk. Onze organisatie is continu in beweging. Het aanpassen van het systeem is in een handomdraai gedaan." Aldus Arjan Huisjes, Operations Manager Medisch Spectrum Twente.

    Medisch Spectrum Twente realiseert kosten besparing op de onderhoudsverplichtingen

  • "Dankzij de flexibele service management applicatie ExpertDesk, kunnen we nieuwe business requirements veel sneller realiseren.” aldus Giuseppe Cancilleri, Manager Systems Management van Migros.

    Migros realiseert een in-house helpdesk

  • ”De flexibiliteit van ExpertDesk en de integratiemogelijkheden zien wij als de factoren die het verschil maken. Daarom werken we met Mansystems’ ExpertDesk. De applicatie biedt ons veel vrijheid in de workflow van ons serviceproces zonder de controle te verliezen.” Aldus Rob van den Boomgaard - Operations Manager bij Talk & Vision

    Talk & Vision, meer flexibiliteit en groei

Modules:

ExpertDesk holds the following modules: Incident Management, Problem Management, Change Management, CMDB, Operations Management, Service Level Management, Automated Workflow Management, Service Request Management, Delivery Management, Approval, Service Catalog, Customer Management, Customer Portal, Process Management, Data Acces, Webshop and Reports.

Automated Workflow Management

The Automated Workflow module in ExpertDesk automates recurring actions so employees can focus on more challenging work as well as tasks that require human creativity. Moreover, automated processes perform faster, are more efficient and are settled at a lower risk.

Operations Management

Operations Management has always been the missing process in ITIL v2. With the introduction of ITIL v3, Operations Management has been incorporated in the best practices.

Documentation

Read more on our product and download our ExpertDesk featurelist.

Release notes ExpertDesk 9

Since the launch of ExpertDesk on Mendix, there are several new features added to the application. Recently version 9 was release. Below some of the main new features since the initial release version 9:

NEW Features

• Available on Mobile
• Completely new Start Panel
• Notification Center
• Activity log

• Advanced search feature
• Operational Reports
• Graphical presentation Service Routes
• Task Templates
• Download here the complete release notes.

Who is it for

ExpertDesk is used in large and small IT service departments of customers in the field of telecom, retail and the public sector. The applications that we develop are aimed at improving customer satisfaction, pace and cost optimation. ExpertDesk runs at KPN, Ziggo, BBNed, Migros, Sanquin and other businesses.

ExpertDesk suits organizations with unique service processes in dynamic and changing environments well. Besides us, analysts such as Gartner too recognize that a standard tool and process for service management match organisations in the year 2012 insufficiently.

We support:

• ASL, BISL, ITIL
• ETOM en COBIT
• GMP en GAMP 5.0
• IPW
• ISM
• SOX

Certifications

Our systems run in environments that have achieved the following certifications:
• ISO 20000
• ISO 27001.

Benefits

Our services go beyond the development and implementation of a tool. Process automation is the next step to keep your service delivery competitive. Our projects are aimed at customer satisfaction and reducing the costs involved in delivering IT services. Making results measurable is always included in our project scope.

ExpertDesk’s SLA module is the perfect solution for making internal agreements between your organization and your IT department. In addition, the module is also suitable for external agreements with suppliers. ExpertDesk is the solution for a smooth integration of ITIL, just as other standard processes in your organization.

The benefits of ExpertDesk are:

• Short implementation process
• Out-of-the-box
• ITIL-supportive process models
• Allows for unique process modeling
• Datastructure is designed to adapt to new strategies
• Standard interface layer for direct communication with other applications
• Integrated resource planning module
• CMDB-ready
• Extensive graphical options, simpler management
• Low maintenance and a fast acceptance curve

Platform

ExpertDesk is available on the following two platforms.

Mendix

We have chosen Mendix as our platform for our new ExpertDesk application, ExpertDesk on Mendix. It means a great deal for the durability of the application, because it addresses new customers and does not conflict with the current platform. Mendix’s possiblities are endless. ExpertDesk on Mendix combines the best of two worlds. The experience and maturity of ExpertDesk and the flexibility of Mendix. Mendix (‘Gartner Cool Vendor’) is a Rotterdam-based software company with a phenomenal development platform and a refreshing, very competitive vision on business application development. Learn more about Mendix…

Remedy AR-System:

Worldwode, companies have chosen BMC’s Remedy ® IT Service Management (ITSM): This suite of applications offers out-of-the-box workflow automation in proven IT Infrastructure Library (ITIL) best practice processes. Many customers are satisfied with ExpertDesk 8 on this platform.

“Due to ExpertDesk’s flexibility, we now have the power to bring new business requirements to market in a much shorter period of time.” Giuseppe Cancilleri, Manager Systems Management at Migros.
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