iAssist was developed with the IT manager in mind. The scope of the application is to help the IT department manage day to day activities. The initial design was to track problems that arise in the work place. The calls are logged to a specific facility and department using a three character facility ID and a two character department number. The call is logged to a valid system user ID. Up to 90 lines of text can be used to describe the circumstances surrounding the call. Once a call has been accepted a call ID number is assigned. An acknowledgment of the call can be sent to the user submitting the call via e-mail. After the call has been received a technician or vendor is assigned and an anticipated resolution date is entered. . The call information can then be forwarded to the person and/or organization assigned using e-mail.
As calls are processed and their resolutions are entered, a data base of call activity is accumulated. This call data base is designed to allow users to quickly resolve their problems by looking up previous instances without having to place calls to the Help Desk.
Calls are classified as an individual request for assistance. Problem codes are a one word phrase to typify and group calls. Call type is a one character code to classify the problem. The type, for example, would distinguish a problem as either a hardware or software problem. In addition to problem and type, calls can be reviewed by Asset, Menu Name, Device/OCL/CL Name, or Program Name.
There is much more to an IT department than Help Desk calls. There are purchase requests for equipment, configuration issues, and employee information to maintain. iAssist has been developed to help the IT department with each of these issues. From entering and tracking a purchase request to receiving the equipment. Tracking the location and configuration of the equipment or assigning the piece of equipment to an employee.
Because it is an integrated application, the Equipment/Asset management allows locating the asset within the company. This module is geared toward monitoring an asset’s status, warranty expiration, and repair/maintenance activity. The Equipment/Asset module follows the asset from the request for it’s purchase, through the purchasing process, receiving the asset and delivering it to the Equipment/Asset tracking module. Upon receipt the Equipment/Asset module passes purchasing information to the accounting department for payment processing. The Equipment/Asset module is closely tied to the Call Management module notifying the Equipment/Asset module when a piece of equipment is out for repair. The Equipment/Asset module can then display a Repair History showing time out of service and giving a repair expense history.
iAssist includes a Human Resource interface to expand on the individual employee’s information. This allows for tracking A.K.A names, what type of compensation they receive, if they are billable employees and their home department. A vehicle identification and permit ID have been added to quickly identify vehicles allowed on the premises and their owners. When an employee is hired a “set up” document can be generated based on their job requirements. This document can be customized and then used to issue hardware, software, and other materials the employee requires to perform their job function.
The authors and developers hope you will use this tool to make your IT management experience a fun and manageable one.