Enable the centralisation of your support and service requests through Oxygen 4.0.

With Oxygen 4.0 you can manage different types of requests including ITSM, Facilities Management, Customer Services and any other areas of business that require service requests. A single Central Service desk to support all your service needs.

The new Routing rule system, allows the creation of conditional rules enabling the management of different types of requests in different ways, at a very granular level.

From the “who and how” a request is logged through to the management of the escalation process and communications. Simple rules can be created to minimise human intervention and enable the standardisation of processes, which in turn has the potential to reduce cost associated with the management of requests.

• Routing Conditions

o Logging method, email, self service portal, User, Automated Alert
o Item title content
o Item body text content
o Action Type
o Status
o Item (Request) Type
o Categories
o Service
o Priority
o Organisational Member/Unit
o User/Team

• Routing Actions

o New Item (Request) Type
o New Status
o New Owner
o New Team
o New Category
o Send Email
o Update Portal

The Role System provides a system to manage the rights of users and groups within the different parts of the business, from full rights giving access to all of the system down to a more restricted view only of job queues. Multiple roles can be created ensuring users are provided with rights that enable them to complete their tasks and no more.

Multiple Views can be created and assigned to roles enabling access to Items and content that is relevant to that group or user. This ensures that users only have visibility of jobs that are specific to their needs and also enables the sharing of the Oxygen Service Desk by multiple business functions including IT, FM and Accounts or any other area that requires to manage service requests.

Personalisation allows for customisation of what kind of information is displayed in the operators console with the ability to choose the type of information within the columns.
Thus giving users access to only relevant content.

The CMDB (Configuration Management Database) gives complete control over your physical assets. The CMDB provides the tool set required to manage both IT, Facility based assets and any other business relates asset that requires management.

These assets can be managed at a very granular level and if required monitored for change, so if an unauthorised change is made the system will alert the required individual or group (depending on configuration) that this event has taken place.

Software License Management, allows for complete monitoring of software licenses. License pools are created based upon the number of available licenses, so if the total number of licenses is exceeded an automatic alert will be generated.

Action Types can be restricted to both Roles and Status of requests minimising them so only actions that apply at a certain point are available. For example if a problem has been through the internal support team and requires escalating to a third party, this action can be made available only to those authorised individuals and only when the call is at a specific status.

SLA & OLA Management, allows the creation of parent/child relationships between services, thus allowing the complete management of incidents when a support service is provided to the business on a particular SLA and the overall resolution is provided by a third party with an additional SLA. Here you can manage both the SLA and OLA.

COMs Module, gives complete management of emails and portal updates, all are logged and flagged, so that system operators can be notified that the customer, third party user or end-user has sent an update on a specific request.

Categories can be can be restricted to roles, type and status ensuring only the categories required are visible and selectable. By categorising calls correctly greatly improves trend reporting and enables on going service improvements.

Email Templates. Multiple email templates can be created and used as required. Within the templates are a large number of database fields that can be referenced, ensuring the required information is communicated.

Terminology/Localisation. Be it IT Service Management, Facilities Management or other more general Business Process Management need, Oxygen allows for full customisation of its labelled fields.

Multiple Incidences. Run multiple copies of Oxygen with one or more databases allowing for complete separation of service desks.

Quick Call Templates includes request type allowing different request types to be selected, for example a Facilities request can be selected and then routed directly to the Facilities Team.

Self Service Portal includes request type allowing different request types to be selected, for example a Facilities request can be selected and then routed directly to the Facilities Team.

Tweaked Interface making Oxygen simpler to navigate, can now incorporate multiple tabs or windows.