Ask Software-QoSIT

QoS-IT is an IT Services Management Solution

developed on Microsoft CRM ver. 4 as a platform to create, schedule, monitor and report on IT works performed by Managed Service Providers (MSP), IT hardware repair centre, system builders and Independent Software Vendors (ISV).

Solution Components

Service Level Agreement - SLA- offers basic features to create SLA service contracts which comprising these three components: Contract Template, Contract (renamed as SLA Contract) & Contract Lines. QoS-IT enhances the out of the box SLA Contract’s features and offers IT Managed Service Providers a tool to design feature-rich SLA agreements with your customers, backed by QoS-IT background monitoring processes to ensure case resolution process complies with the terms agreed in the SLA contract
 
Case / Incident Management- QoS-IT is designed and configured to follow your business’s best practices in case resolution process. Incidents are logged, processed, managed and monitored in the QoS-IT Case entity. New cases are created automatically from incoming Emails, self-serve web portal, scheduled maintenance program, monitoring software’s alerts or manually over the phone
  
Service Calendar & Outlook Integration- Each CRM user updates his / her own working hours, time off work and whether they observe / do not observe business closure days. CRM users are grouped in one or more Resource Groups based on the user’s skills and ability in providing particular IT services
 
Executive Dashboard- QoS-IT dashboard is designed to give the executive a broad overview of how well things are running and services are provided to customers by consolidating data collected in real time from all aspects of the case resolution process, displayed in graphical form with drill down capability to detailed information
 
Self-Service Portal- QoS-IT self-service portal gives customers direct access by permissions to submit and view case resolution process, knowledgebase, invoices and account & allotment statements, allowing CSR dedicating more time for service and support instead of answering repeated phone calls about case status and issues that can be resolved using the portal’s knowledgebase articles