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helpLine Process Portfolio

The helpLine Process Portfolio features the experience of more than 500 helpLine projects. Many of these processes are part of our Standard solutions. Thanks to this you can benefit from a helpLine solution very quickly and in all areas of the service process management. Process control remains flexible with helpLine and can be adjusted easily to your individual requirements or modified conditions. helpLine is certified according to PinkVERIFY for supporting ITIL V3.
 
Incident Management

Incident Management

helpLine supports Incident Management during recording, processing and eliminating faults. The service agents have fast and convenient access to all customer data, to his IT assets and to the entire maintenance history. Agents process the faults with the help of approved best practice processes and in accordance with the agreed service level agreements (SLAs). helpLine is certified according to PinkVERIFY for supporting incident management in the current ITIL version V3.

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Problem Management

Problem Management

Problem management with helpLine helps you to improve the IT service by consistent problem management. helpLine keeps records of the entire life cycle of a problem in the problem record and supports your specialists in their work. helpLine is certified according to PinkVERIFY for supporting problem management in the current ITIL version V3.…

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Change Management

Change Management

Change management with helpLine lets you increase the success rate of modifications in your IT. At the same time you can reduce implementation periods and eliminate interruptions of business processes to a large extent. helpLine is certified according to PinkVERIFY for supporting change management in the current ITIL version V3.

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Service Asset & Config. Mgt.

Service Asset & Config. Mgt.

Practical display of configuration data makes helpLine the central information provider for the IT service. helpLine offers flexible views on the infrastructure with all relevant links to the various processes. Furthermore, helpLine is certified according to PinkVERIFY for supporting service asset & configuration management in the current ITIL version V3.

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Knowledge Management

Knowledge Management

helpLine lets you create the entire process of crafting, checking and publishing knowledge papers in the IT area easily and efficiently. Target-group-specific knowledge data bases and convenient search functions facilitate searches and thus reduce processing time. helpLine is certified according to PinkVERIFY for supporting knowledge management in the current ITIL version V3.

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Request Fulfillment

Request Fulfillment

With helpLine you will handle service requests of all types customer-oriented and reliable. You can automate even complex processes with various tasks and links to other systems with helpLine workflows. helpLine is certified according to PinkVERIFY for supporting request fulfilment in the current ITIL version V3.

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Event Management

Event Management

You connect automated failure messages (events) from most varied systems automatically in your helpLine system. helpLine organises the rule-based processing of these events. helpLine is certified according to PinkVERIFY for supporting event management in the current ITIL version V3.

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Service Portfolio Management

Service Portfolio Management

helpLine offers a solution with intuitive operation with which you can plan and create your service offer easily and clearly arranged. The helpLine service portfolio management accompanies you through the entire life cycle of your service offer, from planning through operation down to termination of a service. helpLine is certified according to PinkVERIFY for supporting service portfolio management in the current ITIL version V3.

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Service Level Management

Service Level Management

With helpLine you use an easy and clearly arranged solution for organising and monitoring agreements and rules for the service operation. helpLine supports service level management with extensive functions for managing service level agreements (SLAs), operational level agreements (OLAs) and underpinning Contracts (UCs). Furthermore, helpLine is certified according to PinkVERIFY for supporting service level management in the current ITIL version V3.

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Service Catalogue Management

Service Catalogue Management

With helpLine you organise your service offer in a clearly arranged catalogue. The solution is composed in a way that you can make your services transparent for the business. At the same time you can display the required technical data. helpLine is certified according to PinkVERIFY for supporting service catalogue management in the current ITIL version V3.

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Release Management

Release Management

helpLine supports you in performing scheduled modifications of your infrastructure. Comprehensive functions facilitate the entire life cycle of the release/deployment management from planning to distribution. helpLine is certified according to PinkVERIFY for supporting release management in the current ITIL version V3.

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Availability Management

Availability Management

helpLine supports you with comprehensive functions in planning, monitoring and evaluating availabilities. This includes information functions for the IT service as well as various evaluation tools. helpLine is certified according to PinkVERIFY for supporting availability management in the current ITIL version V3.

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Financial Management

Financial Management

Flexible functions for budgeting, accounting and evaluating costs, support both internal and external service organisations with their different requirements for accounting. The helpLine financial management is certified according to PinkVERIFY for the current ITIL version V3.

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Facility Management

Facility Management

Next to equipment and price of a real estate the quality of the ongoing facility management plays a decisive role for evaluation of the object by users and owners. helpLine facility management offers an integral system for controlling all services around real estate.

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Complaints Management

Complaints Management

With helpLine you make use of the opportunity to optimise your customer relations by means of an active complaints management. The solution helps you to satisfy your customers in a conflict situation and to improve your products and services by evaluating complaints.

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HR Job Candidates Mgt.

HR Job Candidates Mgt.

With helpLine you organise the complete job candidates management in a transparent and consistent way. The HR department keeps track - even in case of a multitude of recruiting processes and job candidates.

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Citizens' Service

Citizens' Service

helpLine offers a platform through which you can manage and document the entire communication with citizens. Through a clearly defined, structured and transparent information distribution helpLine at the same time supports the co-operation with specialist departments, so that the citizens' service will be supported by active knowledge transfer.

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Purchasing

Purchasing

With helpLine you manage the entire purchasing process from application down to the feedback by the customer. The ordering system with helpLine is characterised by consistent integration. All involved employees and systems cooperate efficiently and across companies.

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Contract Management

Contract Management

helpLine supports your company with a consistent process control in the contract management, by standardising processes and responsibilities across departments thus saving time and resources. You comply with the legally required transparency in contracting and avoid wrong decisions due to lacking contract knowledge.

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Workforce Management

Workforce Management

The helpLine workforce management lets you organise complex processes easily and transparent within your helpLine system. The solution supports you with its graphical display of working orders within a process and their dependencies. Skill profiles of your employees and a display of the availabilities help to allocate tasks efficiently.

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More information

To receive an insight into the entire helpLine process portfolio and solutions please visit our overview.
Go to the Process Overview

You can find more detailed information about helpLine in our Downloads area.
Go to Downloads

Would you like to ask us your own specific questions or experience Extended Service Management with helpLine live?
Go to our contact form