Customer Service, Customer Care, Service Center, Call Center, Help Desk, HelpDesk, ITIL, Service and Support, IP Contact Center, IP Communications management, Voice Over IP, IPCC, IPCM, VoIP, Text-to-Speech, TTS, Automatic Speech Recognition, ASR, Open Speech Recognition, OSR, SIP IP Phones, Headsets, USB headset, Frontrange Solutions, HEAT Help Desk, ITSM, IT Service Management, Nuance, Polycom, Plantronics, RightAnswers, Knowledgebase, Asset management, PC Life Cycle, NeverFail, disaster recovery, VegaStream, SIP Gateway, IP Gateway, Linksys, CMDB, Configuration Management Database,Incident Management, Problem Management, Change Management, Release Management, Service Level Management, Configuration Management, Availability Management, Knowledge Management and Self Service module

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GSA contract number GS-35F-0886N for ITIL Help Desk and Service Management Solutions  

Customer Service, Customer Care, Service Center, Call Center, Help Desk, HelpDesk, Training, ITIL, Service and Support, IP Contact Center, IP Communications management, Voice Over IP, IPCC, IPCM, VoIP, Text-to-Speech, TTS, Automatic Speech Recognition, ASR, Open Speech Recognition, OSR, SIP IP Phones, Headsets, USB headset, Frontrange Solutions, HEAT Help Desk, ITSM, IT Service Management, Nuance, Polycom, Plantronics, RightAnswers, Knowledgebase, Asset management, PC Life Cycle, NeverFail, disaster recovery, VegaStream, SIP Gateway, IP Gateway, Linksys, CMDB, Configuration Management Database,Incident Management, Problem Management, Change Management, Release Management, Service Level Management, Configuration Management, Availability Management, Knowledge Management and Self Service module

IT Service Management - Self Service
ITSM

The FrontRange ITSM Self Service module provides a powerful locally based or Web-based self-service tool. You can add ITSM Voice enablement for phone-based self service as well. Customers can address a large range of issues 24/7, such as submitting and tracking their requests themselves.

Benefits

  • Increase service level, while lowering costs
  • Extend hours service is available
  • Increase customer satisfaction
  • Lower incoming call volumes
  • Reduce per-incident costs
  • Free service desk staff to focus on resolution
Features
  • Web access-Enable customers to log from any Web browser, lowering your costs per transaction
  • Simple, intuitive user interface-Self Service's friendly, easy-to-use interface encourages customer use
  • Flexible deployment-Deploy with full functionality locally or as a Web solution
  • Valuable integration capabilities-Integrate Self Service with Change Management to ensure that IT issues that affect overall infrastructure are logged in Change Management, allowing you to monitor approval status

Customer Service, Customer Care, Service Center, Call Center, Help Desk, HelpDesk, Training, ITIL, Service and Support, IP Contact Center, IP Communications management, Voice Over IP, IPCC, IPCM, VoIP, Text-to-Speech, TTS, Automatic Speech Recognition, ASR, Open Speech Recognition, OSR, SIP IP Phones, Headsets, USB headset, Frontrange Solutions, HEAT Help Desk, ITSM, IT Service Management, Nuance, Polycom, Plantronics, RightAnswers, Knowledgebase, Asset management, PC Life Cycle, NeverFail, disaster recovery, VegaStream, SIP Gateway, IP Gateway, Linksys, CMDB, Configuration Management Database,Incident Management, Problem Management, Change Management, Release Management, Service Level Management, Configuration Management, Availability Management, Knowledge Management and Self Service module   System Requirements
Customer Service, Customer Care, Service Center, Call Center, Help Desk, HelpDesk, Training, ITIL, Service and Support, IP Contact Center, IP Communications management, Voice Over IP, IPCC, IPCM, VoIP, Text-to-Speech, TTS, Automatic Speech Recognition, ASR, Open Speech Recognition, OSR, SIP IP Phones, Headsets, USB headset, Frontrange Solutions, HEAT Help Desk, ITSM, IT Service Management, Nuance, Polycom, Plantronics, RightAnswers, Knowledgebase, Asset management, PC Life Cycle, NeverFail, disaster recovery, VegaStream, SIP Gateway, IP Gateway, Linksys, CMDB, Configuration Management Database,Incident Management, Problem Management, Change Management, Release Management, Service Level Management, Configuration Management, Availability Management, Knowledge Management and Self Service module
Customer Service, Customer Care, Service Center, Call Center, Help Desk, HelpDesk, Training, ITIL, Service and Support, IP Contact Center, IP Communications management, Voice Over IP, IPCC, IPCM, VoIP, Text-to-Speech, TTS, Automatic Speech Recognition, ASR, Open Speech Recognition, OSR, SIP IP Phones, Headsets, USB headset, Frontrange Solutions, HEAT Help Desk, ITSM, IT Service Management, Nuance, Polycom, Plantronics, RightAnswers, Knowledgebase, Asset management, PC Life Cycle, NeverFail, disaster recovery, VegaStream, SIP Gateway, IP Gateway, Linksys, CMDB, Configuration Management Database,Incident Management, Problem Management, Change Management, Release Management, Service Level Management, Configuration Management, Availability Management, Knowledge Management and Self Service module Customer Service, Customer Care, Service Center, Call Center, Help Desk, HelpDesk, Training, ITIL, Service and Support, IP Contact Center, IP Communications management, Voice Over IP, IPCC, IPCM, VoIP, Text-to-Speech, TTS, Automatic Speech Recognition, ASR, Open Speech Recognition, OSR, SIP IP Phones, Headsets, USB headset, Frontrange Solutions, HEAT Help Desk, ITSM, IT Service Management, Nuance, Polycom, Plantronics, RightAnswers, Knowledgebase, Asset management, PC Life Cycle, NeverFail, disaster recovery, VegaStream, SIP Gateway, IP Gateway, Linksys, CMDB, Configuration Management Database,Incident Management, Problem Management, Change Management, Release Management, Service Level Management, Configuration Management, Availability Management, Knowledge Management and Self Service module Customer Service, Customer Care, Service Center, Call Center, Help Desk, HelpDesk, Training, ITIL, Service and Support, IP Contact Center, IP Communications management, Voice Over IP, IPCC, IPCM, VoIP, Text-to-Speech, TTS, Automatic Speech Recognition, ASR, Open Speech Recognition, OSR, SIP IP Phones, Headsets, USB headset, Frontrange Solutions, HEAT Help Desk, ITSM, IT Service Management, Nuance, Polycom, Plantronics, RightAnswers, Knowledgebase, Asset management, PC Life Cycle, NeverFail, disaster recovery, VegaStream, SIP Gateway, IP Gateway, Linksys, CMDB, Configuration Management Database,Incident Management, Problem Management, Change Management, Release Management, Service Level Management, Configuration Management, Availability Management, Knowledge Management and Self Service module
Customer Service, Customer Care, Service Center, Call Center, Help Desk, HelpDesk, Training, ITIL, Service and Support, IP Contact Center, IP Communications management, Voice Over IP, IPCC, IPCM, VoIP, Text-to-Speech, TTS, Automatic Speech Recognition, ASR, Open Speech Recognition, OSR, SIP IP Phones, Headsets, USB headset, Frontrange Solutions, HEAT Help Desk, ITSM, IT Service Management, Nuance, Polycom, Plantronics, RightAnswers, Knowledgebase, Asset management, PC Life Cycle, NeverFail, disaster recovery, VegaStream, SIP Gateway, IP Gateway, Linksys, CMDB, Configuration Management Database,Incident Management, Problem Management, Change Management, Release Management, Service Level Management, Configuration Management, Availability Management, Knowledge Management and Self Service moduleRecommended System Requirements

Application Server

  • CPU: Pentium Dual-Core 1.8GHz+
  • Operating System: Windows 2003 R2 SP1 Server
  • RAM: 4 GB
  • Hard Disk: 300 MB HDD
  • Microsoft .NET Framework, version 1.1

Additional Server Recommendations for Inventory Module

  • 10 GB of additional hard disk space
  • 5 GB of swap space

Web Server

  • CPU: Pentium Dual-Core 1.8GHz+
  • Operating System: Windows 2003 Server
  • RAM: 4 GB
  • Microsoft Internet Information Services (IIS) server 6.0
  • Microsoft IE 6.0

Database Server

  • CPU: Pentium Dual CPU or Dual-Core 1.8GHz+
  • Operating System: Windows 2003 R2 SP1 Server
  • RAM: 5 GB
  • MS SQL 2000 SP3
  • MS SQL 2005
  • Oracle 9i, Release 2, driver 9.2.0.5 (with ODBC driver 9.2.0.5.4, Client 9.2.0.1.0, Oracle Provider for OLE DB 9.2.0.2.0, and Oracle Data Provider for .NET 9.2.0.4.01)

Additional Database Recommendations for Inventory Module

  • 200 GB of free hard disk space
  • 10 GB of swap space

Inventory Database Sizing Guideline

  • 500KB per scanned asset
Customer Service, Customer Care, Service Center, Call Center, Help Desk, HelpDesk, Training, ITIL, Service and Support, IP Contact Center, IP Communications management, Voice Over IP, IPCC, IPCM, VoIP, Text-to-Speech, TTS, Automatic Speech Recognition, ASR, Open Speech Recognition, OSR, SIP IP Phones, Headsets, USB headset, Frontrange Solutions, HEAT Help Desk, ITSM, IT Service Management, Nuance, Polycom, Plantronics, RightAnswers, Knowledgebase, Asset management, PC Life Cycle, NeverFail, disaster recovery, VegaStream, SIP Gateway, IP Gateway, Linksys, CMDB, Configuration Management Database,Incident Management, Problem Management, Change Management, Release Management, Service Level Management, Configuration Management, Availability Management, Knowledge Management and Self Service module
Customer Service, Customer Care, Service Center, Call Center, Help Desk, HelpDesk, Training, ITIL, Service and Support, IP Contact Center, IP Communications management, Voice Over IP, IPCC, IPCM, VoIP, Text-to-Speech, TTS, Automatic Speech Recognition, ASR, Open Speech Recognition, OSR, SIP IP Phones, Headsets, USB headset, Frontrange Solutions, HEAT Help Desk, ITSM, IT Service Management, Nuance, Polycom, Plantronics, RightAnswers, Knowledgebase, Asset management, PC Life Cycle, NeverFail, disaster recovery, VegaStream, SIP Gateway, IP Gateway, Linksys, CMDB, Configuration Management Database,Incident Management, Problem Management, Change Management, Release Management, Service Level Management, Configuration Management, Availability Management, Knowledge Management and Self Service moduleClient Requirements
  • CPU: Pentium IV or equivalent
  • Operating System: Microsoft Windows XP SP2, Windows 2000
  • RAM: 1 GB
  • 100 MB of free hard disk space
  • Microsoft .NET Framework, version 1.1
  • Microsoft Internet Explorer 6.0 SP1
  • Crystal Reports CR 9.2.33, CR 10.0.33, CR 11.0.33


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