TIKTING - Enterprise Service Management System

ITSM / ESM (IT Service Management / Enterprise Service Management) System that addresses an organization’s needs for help desk management, change management, and asset management system across all departments.

Help Desk Management

It is primarily designed for internal use in organizations where the team(s) across multiple departments resolve the queries and requests of the same or other departments. It accommodates organizations with independent, mixed, and hybrid department structures. It also helps to prioritize queries from valued customers and their departments.

Methodology - Help Desk Management

When a query is initiated through any internal or external system (ERP, email, website form, app), it is automatically assigned to one of the agents with a predefined deadline that ensures the request is resolved within that time frame. This philosophy is applied in all departments across an organization to provide first-class support to its employees and those they serve.

Benefits - Help Desk Management

• Centralized Support Management
• Automated Ticket Creation and Assignment
• Advanced Controls for Automatic Ticket Routing
• Detailed Reporting & Analytics
• Most sophisticated yet the easiest to use.
• Task, Incident, and Problem Management Integration
• Discussion Forum & Knowledge Base Integration
• Supports Third-party systems and IoT Devices

Change Management System

It is designed to provide a structured process to manage changes to an organization’s systems and infrastructure in a controlled and systematic way. It ensures that changes are evaluated, approved, implemented, and reviewed with minimal risk to the organization’s operations. The change management system is typically part of an organization’s overall IT Service Management (ITSM) framework.

Methodology - Change Management

Staff submits a formal change request to the system (e.g. updating/changing software or hardware configurations) where it is evaluated to understand its potential impact on business operations, costs, and risks. It is then reviewed and approved by relevant stakeholders, including managers, technical experts, and or a Change Advisory Board (CAB). Some changes may require different levels of approval depending on their risk.

The change is scheduled at a time that minimizes disruption where a detailed plan is created for how the change will be executed, and the approved change is implemented according to the plan. After implementation, the change is reviewed, and any lessons learned are documented. If everything is working fine, the change request is closed.

Benefits - Change Management

• Structured Approach
• Clear Documentation
• Accountability
• Reduced Risks
• Minimize Disruptions
• Faster Change Implementation
• Cross-Departmental Collaboration
• Regulatory Compliance

Asset Management System

Asset management system ensures that resources are efficiently utilized to meet business objectives by tracking the asset assignment and lifecycle to minimize waste and inefficiencies.

Methodology - Asset Management

The process begins with identifying, classifying, and documenting assets with their details such as purchase date, location, value, and maintenance schedule. Reporting and visibility tools provide comprehensive reporting about asset depreciation and maintenance schedules.

Benefits - Asset Management

• Asset Tracking
• Visibility to the entire Asset Inventory
• Cost Reduction
• Maintenance Management
• Theft Prevention and Asset Security
• Optimized Resource Allocation

Main Features - TIKTING Enterprise Service Management

• ITIL compliant
• Service level agreements with Automatic Escalations
• Multi-stage workflows
• Microsoft Active Directory / EntraID support
• Modern Authentication
• Automatic responders
• Incident / Ticket request and reply Templates
• Change request, reply, and workflow templates
• Dashboard and Reports
• Maintains complete History & work logs
• User management
• API integration

USP - TIKTING Enterprise Service Management

• Offers all modules as standard with unlimited usage and no hidden cost of add-ons/plugins.
• The licensing system operates on a technician/agent basis. The self-service portal is available at no cost to the entire organization.
• Built using Microsoft proprietary technologies for stability, robustness, and speed.