Supportworks is being used by Managed Service Providers (MSPs) across the globe to support users across multiple client environments.
Manage the delivery and support of your services with Supportworks, a powerful, scalable IT service management solution capable of supporting many thousands of end users across hundreds of clients.
Secure multi-client environment
Supportworks supports multiple customer organizations within a single Supportworks implementation. User, location, service, asset, knowledge base, and other customer-specific data are securely segmented.
Customer self-service portal
Reduce support costs and improve customer satisfaction with the Supportworks customer portal. Customers can use the service catalog to order services directly without calling the service desk. Incorporating a service request system and a self-service incident logging system, the portal also provides a user-facing knowledge base for self-service resolution. The portal can be customised for individual customers.
Data management, reporting and dashboards
Supportworks captures detailed information on every aspect of IT service and asset management including service usage, delivery and support costs, asset costs and customer satisfaction levels.
Supportworks supports multiple layers of SLAs, with each able to handle multiple priority levels and escalations to support full customization of service level needs to each customer.
MSPs can create customer-specific reports to monitor any aspect of IT service and asset management, as well as custom, real-time views using Supportworks' flexible dashboard functionality.
Supportworks can federate data from multiple asset databases and discovery sources for each client, drawing all information into a single CMDB.
Disaster recovery and service continuity
The live Supportworks instance can be synched with a second off-site instance of Supportworks to support effective disaster recovery, to provide unbroken service availability.
The MSP programme is designed to meet the needs of partner organizations that provide outsourced IT services to end customers.
Benefits for managed services providers
- Generous purchase arrangements
- Flexible licensing terms
- Co-operative Selling and Marketing Support
- Train-the-trainer programme
- Tailored support.