Datawatch is dedicated to providing you with exceptional service management solutions. Visual QSM helps you deliver better quality services and products to your end-users by:

• Strengthening support effectiveness
• Increasing employeeproductivity
• Meeting business objectives

Intuitive and user-friendly

Visual QSM Business Service Management (formerly Quetzal) is synonymous with the IT Help Desk industry.

What began as a bridge for sharing critical information for IT support delivery is today world renowned as a user-friendly, scalable business service management system that facilitates intuitive, problem management workflow.

Works across the enterprise
Visual QSM is a web-enabled service management solution that provides 24/7 accessibility and on-demand support across all environments; including IT, HR, payroll, shared services, and customer service and support.
Visual QSM links service areas throughout the enterprise by operating in a hierarchical call structure that:

• Promotes improved call diagnosis and back-end reporting
• Allows the user to understand the root cause of problems
• Assists in maintaining a proactive service desk

The Visual QSM Product Suite

Visual QSM Server provides solid administration of all system and operational inputs, ensuring the right user and infrastructure information is available to deliver structured IT service management.

Visual QSM Portal is a highly customizable service management tool that extends the limits of service.

Visual QSM Workflow
This process management engine allows you to design, implement and manage processes—such as changes to infrastructure—in a controlled environment.

Speedy call logging delivers efficient service

The Visual QSM call logging interface allows you to log calls while on the phone. It also:

• Utilizes inventory popping, call linking, automatic allocation, automatic SLA allocation, related calls and links to a knowledge base. Calls created in Visual QSM can have call subjects, multiple service level targets and priority assigned to them

• Provides automatic group allocation so that once staff log calls in the system, they can automatically allocate them to support groups, eliminating manual intervention by the service desk. This saves time and resources and enforces call ownership, leading to speedier resolution and improved service

Efficient problem resolution

Visual QSM helps you quickly resolve problems and provides:  

• Automated escalation procedures to ensure that Service Level Targets (SLTs) are met. SLAs act as performance measures for continuous service improvement

• Management of third party contractors, which is automatically handled by Visual QSM's built in secondary service level target. It charts the efficiency of contractors and provides you with pertinent information for future contract negotiations

Unlimited call escalation procedure

A service level can be assigned an alarm period; when this alarm period is reached it triggers several alerts in Visual QSM. These can include email, text messaging and Visual QSM Icon+ to notify users that the call is assigned to their manager(s) or others. The same triggers can be set to notify managers of high profile calls.

Multi-level fix codes/information

Visual QSM incorporates a drop down menu of pre-defined resolution codes related to call classification. This ensures that users gain an understanding of root causes, enabling effective reporting on calls and proactive problem resolution. This information can then be made available as a query within the Knowledge Base.

Bulletin board

Visual QSM has a real-time statistical and alerting bulletin board for the IT Service Centre Manager. This allows monitoring of key indicators such as:

• Call volumes
• Adherence to SLTs
• Workloads
• Call types

It also provides other performance metrics to enable proactive management of workloads, which ultimately improve service efficiency. Access to historical and active information:

• Allows you to build pictures of customers, business departments, support group performances, and service level achievements

• Empowers management to make informed decisions about how to improve the service

Good reporting means great business decisions

Your management team needs to access information easily to make effective business decisions regarding service.  Forty-two powerful reports come standard with Visual QSM. In addition, you can easily build additional reports using the “Query by Example” functionality.

Mitigate the effects of change

The automation of business processes and change management is critical to the effective delivery of service. That’s why it’s important to mitigate the effects of change.

Although change is the greatest threat to business continuity, the ability to design workflow processes and manage change can minimize disruption.

Implementing Visual QSM Workflow allows you to:

• Automate business processes and improve service delivery

• Identify process status and develop a project timeline

• Manage internal expectations and costs, and assess project impact to minimize potential risks

 

ITIL compliant for best practices

ITIL (IT Infrastructure Library) is the most widely accepted approach to IT Service Management. It provides a cohesive framework of best practice processes used internationally by both the public and private sectors.

At Datawatch, we:

• Utilize ITIL in our service management solutions and individual service modules
• Employ PRINCE2 (PRojects IN Controlled Environments) in resourcing and activity staging. PRINCE2 is:
• A structured method for effective project management
• Widely recognized and used both in the private sector in the UK and internationally