SERVICE MANAGER

POWERING SCHOOLS

Integrated school asset management, help desk, support management, and remote monitoring software tool.

WHAT IS CSE SERVICE MANAGER?

CSE Service Manager is an integrated school asset management, help desk, support management and remote monitoring software tool. It will help you manage and report on service functions, hardware performance and reliability, fixed asset registers, software assets, consumables, etc, and the costs associated with them. 

We can automatically register and audit your IT assets and software licenses, making it easy to manage the process regularly and routinely. 

We can also monitor all the devices on the network for events, alerts and status.

“As usual CSE have shown that they are a fantastic, family-run company that care about their customers. Thanks to all the developers at CSE and in particular Tony, who I have worked with for a long time now. Thanks also to Gary for all your assistance, not just during this project, but with all the free advice and guidance you provide our school with every year.”

– Eddie Jefferson, ICT Manager, Berwick Academy

FEATURES

CLOUD BASED

Service Manager is entirely cloud-based meaning the range of facilities can be available to you whether you are accessing them from within the school or remotely. And, because it is web based, it is available on any device that supports a web browser.

 

MULTI-SITE AND MULTI-DOMAIN IMPLEMENTATION

Where a multi-site asset register and/or service desk is required, CSE can provide a solution for either delegated or centralised control, perfect for academy trusts with multiple institutions to manage.

 

CALL LOGGING

Service Manager’s sophisticated call logging functionality accepts tickets directly via a web portal, from incoming email and through alerts generated by Remote Agents. Once entered into the database, calls are automatically categorised, prioritised and routed to an appropriate responder. The distributed nature of the service means that the responder can be a local technician, an off-site resource or CSE’s own support service.

 

SLAs, KPIs, AND ESCALATION

All tickets in the system are subject to a variety of timers that measure performance against predefined Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and escalation rules. They control how calls progress through the system, triggering alerts, reassigning calls to other responders, and keeping users informed.

 
 

DASHBOARDS

Administrators and senior leaders can keep an eye on Service Manager performance using a highly flexible dashboard system. It can be configured to provide real-time displays of any of the data contained within the database, for example, calls open, calls closed per responder, calls by category, etc. Technicians can also tailor their display data so that it is specifically relevant to them, calls assigned, calls by category, call ages, etc.
 
 

REPORTS

A full range of reports are available to enable the system to be fully accountable to senior management. Because absolutely everything is recorded in the database (and cannot be altered) a full audit of all events on the network is permanently available. Report books allow administrators to join and link together multiple individual reports and present them as a single entity that can be automatically emailed directly to named individuals to a set schedule (weekly/monthly etc.).
 
 

EMAIL MANAGEMENT

Service Manager provides sophisticated management of incoming email to further automate ticket handling. Incoming email rules can search for keywords in the subject or message fields and then process the call more accurately before entering it on to the system. It also allows for more complex rule expressions by being able to join multiple rule statements with and/or expression operators.

The system also supports ‘email conversations’. Service Manager uses conversation identifiers to link related emails to support tickets automatically, much like Microsoft Outlook does when it groups emails together in a conversation chain.

Service Manager supports multiple incoming email accounts, allowing different email addresses to be published across the school/trust to enable the system to easily support multiple functions. For example itservice@ and facilities@ directing the work flow to the appropriate internal support provider.

 

AUTOMATED IT ASSET REGISTRY

The asset management features of Service Manager will automatically discover and create a register of connected Windows-based devices, recording where they are, what they are connected to, the make and model, and even the serial number and warranty status. It can also detect the software installed on devices and check for license compliance.

The system will discover and record hardware and software configurations including specifications, model numbers and serial numbers of components – particularly useful when sorting out warranty issues for rack mounted servers, etc, and update it daily.

For non-Windows devices on the network, the system can also scan devices like printers, switches, IP phones, etc, where client software is not supported, and provide the same information as for Windows devices.

 

INTEGRATED SUPPORT DESK SERVICE

CSE Service Manager provides a Service Desk function that is extremely powerful in its own right, but also integrates seamlessly with your asset register. Assets in the register and their configurations are immediately visible to call raisers and responders, and assets with calls outstanding are flagged to users. A comprehensive automated email and timer facilities ensure that call progress and escalations are notified in a timely manner.

 

IMPROVED SERVICE EFFICIENCY AND ANALYSIS

With Service Manager you can calculate the true costs of your support service and analyse the data to identify if you need more (or less) resource. The powerful and configurable reporting and analysis tools also allow you to simply and accurately understand the whole-life costs of assets.

 

MONITORING AND ALERTING

As part of the automated asset discovery process, Service Manager also checks the status of all devices and raises alerts and Service Manager tickets in response to anything that is a cause for concern, e.g. anti-virus status, Windows updates, failed back-ups, etc. This is an automated part of the daily asset check.

In addition to these daily checks, the Remote Agent part of Service Manager will also respond instantly to alerts raised by the network itself, e.g. stopped processes, high processor loads, over capacity hard disks, etc. These will also raise alerts and generate Service Manager tickets automatically.

 

SOFTWARE LICENSE COMPLIANCE

Knowing what is installed on every device and how many licenses are available allows the system to inform you when you are running out of licenses or when you are paying for more licenses than you need. In addition, by detecting which software applications are used, and how often, it can allow you to eliminate under-used or redundant application licenses.

 

WARRANTY MANAGEMENT

By knowing the purchase date of assets, Service Manager can track warranty renewal dates and alert in plenty of time. In many cases, this information can be picked up from the manufacturer’s website and populate our database automatically. This facility is also useful for tracking regular maintenance, license renewals and regulatory inspections.

 

FINANCIAL CONTROL

Service Manager has powerful financial control features with three methods of calculating depreciation: Customised ‘Replacement due’ alerts to allow planned and predictable re-investment; identification of problem devices or types of device; and power consumption calculation to address electricity costs.

Because the IT assets are automatically checked on a daily basis, auditing is also happening daily, with comprehensive period end reports available automatically. Combined with the depreciation calculation, this allows an instant and up-to-date valuation for insurance and regulatory compliance. It will even manage the stock control and costs of consumables such as printer cartridges.

BOOK A DEMO OF SERVICE MANAGER

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