Service Management is a customer-focused approach to delivering information technology and Startly has created a streamlined, all in one Service Management solution. We bring together Ticketing, Asset Management, Change Management and Knowledge Base, in a single application. Each of these features can be configured independently, however they are fully integrated to share common workflows and information.
Built for your company’s Service Management needs, including:
- Incident and Service Request ticketing
- Manage and ship your asset inventory
- Company shared and customizable knowledge bases
- Planning, managing and implementing changes requests
Designed with Client Benefits in Mind
Customizable Ticket Categorization
With Startly’s customizable ticket categorization, you can tag and organize your tickets for analysis, allowing managers to help identify trends and see if there are specific issues or areas of interest that clients may benefit from additional end-user training.
Custom Service Catalogs
Our sophisticated service catalog features make it easy to provide and maintain a single source of information with prescribed work instructions per request to help make sure that your fulfillment requests are done consistently the same way every time and can be logged and recorded for documentation of completed service requests.
Sophisticated SLA Tracking
Startly provides you with the audit tracking and time-stamping needed to perform sophisticated SLA tracking and reporting, ensuring all critical times are captured (creation, resolution, when assigned, time on hold) to help calculate the efficiency of resolving issues. (Move this up to the previous section)
Ticket Lifecycle Aging
Keep your ticket queue tidy. With Startly you can track office time from request to resolution, triage, update, and close tickets. Giving managers visibilty to specific trends so they can adjust and optimize their service level effectively.
Startly is Your Ticket to Customer Success
Multi-Channel Ticketing Traffic in a Single Location
Unlike other help desk software, with Startly you can see all of your tickets– problems, incidents, service requests, etc. – all in one centralized place without having to bounce back and forth between separate lists in multiple locations.
With our all in one software, you can take your incoming requests straight from ticketing and seemlessly continue them on to asset management and into change management without any hiccups.
Give your team a leg up on deciding which questions need answering first. With our Ticket Management features, you can segment, prioritize, triage, load balance, and move tickets with automated workflows and tagging.
Startly’s activity log captures all activities and timestamps across the organization, simplifying compliance auditing and surfacing valuable information that you can compare from one audit to the next, allowing you to quickly identify issues that need to be addressed.
Tackling the Complexity of Change Management
IT Change Management is an IT Service Management (ITSM) process that makes it easier for your organization to roll out change requests to your IT infrastructure. How exactly? It helps your organization to request, prioritize, authorize, approve, schedule and implement any changes. Whether the change is complex or simple, a good IT Change Management process helps you to control risk and keep disruptions to your services to a minimum. With Startly, we take have an integrated change management process that will keep you on top of every stage of the process.
Our Integrated Asset Management
IT asset management (also known as ITAM) is the process of ensuring an organization’s assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. Put simply, our software will make sure that the valuable items, tangible and intangible, in your organization are tracked and being used.
Integrated Tracking Codes
When your asset build is complete and you’re ready to send, shipment tracking codes with UPS, FedEx, and DHS are integrated right into your service requests so you always know where your assets are and when they’ll arrive.
Embedded Asset Build Instructions
Complete the asset kitting process faster and more accurately with asset configuration instructions embedded directly within the workflow, removing the need to leave the platform, reducing possible errors and providing greater visibility to all actions taken.
Accelerated Asset Building
Asset building and configuration is fast and simple with all of the information your teams needs at their fingertips all within the application, making knowledge-sharing, build process, handoff, and delivery a breeze.
Ticket Closure Only When Full Process Complete
Every step of the process from request to delivery happens within the system so all involved team members stay in the loop with complete visibility, ensuring accuracy and only closing the ticket only when all steps are complete.
What is a knowledge base? A knowledge base is a self-serve online library of information about a product, service, department, or topic.
We have incorporated an integrated knowledge base where you can create your own library of topics and articles for every client you serve. Making it easy and efficient to serve and resolve your customer’s requests.
Service Management Built to Provide Value to Everyone Throughout Your Organization
Service Desk Managers
With a rich feature/functionality and holistic 360° view of Ticket Management, Startly makes it possible for Service Desk Managers to effectively manage the service desk team.
Service Desk Agents
With service requests, problems, and incidents all in a single location, service desk agents can more quickly respond to tickets or easily transfer to another group if needed for resolution.
Executives can quickly see the level of service requests, incidents, trends in specific issues or ticket classification types, the channels by which tickets are coming in, ticket response times, volume, and other drivers of customer satisfaction.
Startly’s activity log helps you demonstrate that your company has established and thoroughly documented processes and practices with required levels of oversight across your organization.
Want to know even more about our product?
Watch our video to understand more about Start.ly and what it can do for you. You can also sign up for a free 30 day trial of our software.