Intuitive, easy to use & powerful ITSM with Effective Helpdesk Incident Management Service Desk

Echelon’s IT Service Management system is very simple to use and allows easy set up while having everything you need for IT service delivery.

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At Echelon Edge, we focus on organizing information, eliminating manual/back-end complexities, automating support workflows and encouraging self-service for premium user experience and higher productivity.Our helpdesk comes with a modern interface having built-in templates that offer significant insights. With this installed in your business procedures, your IT teams can work efficiently and deliver high productivity.

Our ITSM has been designed to incalculably decrease the number of incoming tickets and aid in designing a centralized knowledge base. This way the various complexities can be reduced like handling numerous assets, complying to audit requirements, enabling technicians to deploy patches remotely and enhancing the performance of IT Help Desk.

Edge ITSM involves a robust work-cycle that effortlessly connects the symptoms to their root cause and an all-inclusive resource inventory that tracks and controls a wide range of assets. The best part is that all this is powered by automation.

echelon edge itsm

Salient Features

Key Features

Dynamic, powerful and codeless multi-level workflow automation that empowers the IT admin to create custom business rules
Assign tickets with smart load balancer based on level of priority, expertise, load of technician and availability.
Universal Advanced Search Box with proactive filters for “Google-like” search experience for resolving tickets
Offers Disaster recovery function, by automatically replicating data from the main server to remote server

Intuitive dashboard, centralized knowledge base, self-service portal, collaboration features and dynamic approval for a unified user experience
Priority based resolution of tickets
Multi-channel issue reporting via self-service portal, email, chat, phone or in person
Mobile application for easy access at any instant of time and from anywhere
Task Scheduler provides easy creation of recurring tasks with defined time interval

Salient functionality feature

Edge ITSM aligns to ITIL V3 Processes

We have included all the modern features that work best with the contemporary needs of the businesses. With instinctual reporting and primitive dashboards, our ITSM permits automation in service delivery and workflow. It works on the following modules:

workflow automation

Workflow Automation

Be it the monotonous task of managing service requests or escalating issues and sending alerts, all ... such tedious tasks are automated.

problem management

Problem Management

The recurring issues are eliminated and the adverse effects of incidents are reduced by recognizing ... the root cause behind the event.

Tickets & Incident Management

Issue reporting, response management and incident impact prevention are done... in this module. It involves restoring the service to normal as soon as possible.

Knowledge Management

This module collects, organize and make the information available to all. The users can find ... the solution of common issues themselves thus reducing the redundancy.

Advance functionalities of Edge ITSM

Offering the Best IT Services to the Telecom Sector

Telecom companies know how important it is to have a reliable IT Service Management software. Thus, we never compromise with the quality we offer and focus on giving nothingbut the best. Edge ITSM provides the following functionalities:

Data Transparency

Ensure data availability across the whole infrastructure.

Automate business processes for quick resolution and better productivity.

Configurable Ticket Categories

Customization option is there based on the particular needs of the users.

Automatic Ticket Routing

Assign tickets to specific agents instantly based on the availability or skill.

Asset Management

Allow Optimum usage of both hardware and software resources.

Inventory Management

Align your future inventory demands by analyzing the inventory status.

Service Level Agreement Tracking (SLAs)

Availability of Real-time Metrics and events for precise tracking of impacts on service delivery.

User Friendly Dashboards

Seamless Graphical User Interface with customizable dashboard.

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Echelon Edge, a CMMI L3 organization, is a global information technology and system Integration Company. Our wide range of telecom, infrastructure and end-to-end IT solutions are meant to bring a difference in the industry and help businesses in being more proactive.