Percipient ITSM

Unifying IT and Business Processes with Service Helpdesk

Percipient ITSM is a robust service management platform that takes a comprehensive approach to IT Service Management. It allows users to easily submit, monitor, and manage ticket requests. Following ITIL standards, it serves as a centralized point of contact for users needing troubleshooting assistance, answers to questions, and solutions to known problems. It's a highly scalable and unified platform, offering deployment options tailored to customer needs, whether on-premises or in the public/private cloud.

Unlocking Advanced Features for Enhanced Performance

Echelon Edge Percipient ITSM makes it easy to get started quickly. Explore features for essential ITSM practices like ticketing, requests, incidents, problems, changes, and configuration management.

Supports manual & automated ticket generation

Comprehensive reporting in multiple formats

Customizable Dashboards & Graphs

Context Sensitive search, Filters

Web-based GUI with Role Based Access

Instant Notifications – Email, SMS, etc

Scalable Platform which supports multi-tenancy

Manage IT Infra-Servers & Non- IT assets like Racks etc

Ready to take the next step

Towards streamlining your IT processes?

ITIL V4 Aligned Service Management Solution

Our solution is crafted to assist organizations seeking alignment of their IT Service Management processes with the ITIL V4 framework. Crucially, our Percipient ITSM solution is flexible, allowing seamless integration of relevant ITIL elements with your business-specific customization.

Incident Management

Enhanced ownership and management of incidents

Elimination of lost incidents and requests

Multi-level workflow automation

Comprehensive ticket life cycle management

Reduced incidents impact through timely resolution

Mobile app for end-user ticketing

Service Request Management

Initiate requests via web portal, email, phone, or incident log

Create templates for service requests

Record, classify, and prioritize requests

Track requests against SLAs

Manage assets and request spares

Track fieldwork logistics via GPS

Problem Management

Reduction in incidents through proactive management

Easy association with incidents and changes

Long-term reduction in problems & errors

Clear definition of problem root cause analysis

Database provision for workaround suggestions

Known error identification

Service Level Management

Enhanced visibility of performance targets & roles

Better service monitoring to address weakness areas

Clear demonstration of customer value

Track requests against SLAs

Multiple escalation levels

Support for break times

Change Enablement

Change Lifecycle Management

Change Approval Board (CAB)

Dedicated planning

Release lifecycle management

Staged change history

Dedicated build and test stages

Knowledge Management

Centralized repository for IT documentation

Regularly enhance knowledge management practices

Support role-based knowledge items

Auto-generated entries from incidents

Web-based platform for knowledge articles

Review process for role-specific knowledge

Telecom

Aviation

Government

Defence

Manufacturing

Education

Construction

Mining

Customizable Deployment Choices as per Your Needs

A flexible ITSM platform, boosted by AI and Automation, reduces security risks and improves operational efficiency. It centrally manages all distributed endpoints while ensuring systems stay updated through our patch management software, which automates the entire patch management life cycle for a secure and streamlined IT environment.

All-in-One Service Management Platform

SLA Manager

The SLA Manager is an essential part of the Edge Helpdesk Suite, enabling customers to monitor IT issues and meet service commitments effectively.

Prioritize, track, escalate, and report issues.
Enhance SLA visibility to ensure compliance and support audits.
Manage service credits, penalties, and version control.
Minimize human intervention in SLA monitoring.

Asset & Contract Management

Contract Management, within Asset Management, helps create and track contracts with third-party vendors, ensuring quality and cost-efficiency.

Maintain detailed records of IT/Non-IT assets and contracts.
Track assets across locations, contracts, warranties, and licenses.
Receive timely alerts for expiring contracts and renewals.
Organize assets by serial number, location, and owner.

Workforce Management (WFM)

Workforce Management ensures that the organization has the right personnel with appropriate skills to support business goals.

Categorize users by skill sets, assigning roles accordingly.
Optimize agent usage by forecasting volumes and scheduling appropriately.
Maximize operational efficiency by aligning roles to business needs.
Ensure proper skill alignment for effective service delivery.

Reporting

Access critical reports to measure performance, including SLA compliance, penalties, and overall resolution times.

Generate secure, context-sensitive reports with drill-down options.
Access real-time and historical data for better decision-making.
Use predefined or customized reports to meet specific needs.
Track and measure ITIL process adherence and ticket resolution times.

Frequently Asked Questions

What is IT Service Management?

IT Service Management (ITSM) is the practice of overseeing and delivering IT services to meet the needs of businesses and users. It involves designing, creating, delivering, and supporting IT services in a structured and efficient manner. Essentially, it ensures that the IT department functions effectively, providing the necessary services to users promptly.

What is the importance of IT Service Management?

Improved User Experience: Ensures quick problem resolution and easy access to needed services, enhancing user satisfaction.
Increased Efficiency: Automates tasks and streamlines processes, allowing IT staff to focus on strategic activities.
Reduced Costs: Minimizes downtime and resource wastage.
Better Governance & Compliance: Ensures adherence to IT best practices and regulatory requirements.
Alignment with Business Goals: Links IT services directly to business objectives, ensuring IT efforts support overall business strategies.

What are the different modules available in ITSM?

ITSM provides various modules to manage different IT service aspects:

Ticketing System: Tracks and manages user requests (tickets) from inception to resolution.
Incident Management: Deals with IT service disruptions to quickly restore normal operations.
Problem Management: Identifies and addresses the root causes of incidents to prevent recurrence.
Change Management: Oversees changes to IT infrastructure and services, aiming to minimize risks.
Knowledge Management: Maintains a repository of solutions and FAQs for user self-service.
Service Level Management (SLM): Defines and monitors service level agreements (SLAs) to ensure high-quality service delivery.
Asset Management: Tracks and manages IT assets, including hardware and software.
Configuration Management: Keeps a record of IT components' configurations.
Service Catalog: Lists available IT services for users to request.

How can an ITSM be integrated with other apps?

ITSM integrates with various applications to enhance its functionality:

Network Monitoring Systems (NMS): Automatically generates tickets for network issues.
Active Directory/LDAP: Utilizes existing user authentication systems for access control
Project Management Tools: Streamlines project-related service requests.

Why Percipient ITSM over other Service Management Software?

Percipient ITSM offers several distinct advantages

AI-powered Features: Uses artificial intelligence to automate tasks and boost efficiency.
User-Friendly Interface: Easy for both IT staff and end-users to learn and use.
ITIL Alignment: Supports core ITIL best practices.
Scalable Platform: Can adapt to the organization's size and needs.
Flexible Deployment Options: Available for on-premises, private cloud, or public cloud deployment.

Percipient ITSM

Unifying IT and Business Processes with Service Helpdesk