ServiceDesk Incident Manager (SIM)
Central to Syntax’s unrivalled ServiceDesk support is the ServiceDesk Incident Manager.
This in-house custom built web-based system manages all service and support requests, giving customers real-time visibility of their service requests including showing the details, status, owner, estimated completion time and performance against the SLA.
SIM acts as a central information system for all IT issues and provides customers with a complete solution for IT service management, including:
- Call logging and management
- Incident history
- User problem notification
- Real-time system status
- Service Level Agreement (SLA) based performance management
- SMS/email alerting