Ticket system according to ITIL
with FIS/oss
Support made easy with ITIL implementation.
The FIS/oss Online Support System is an advanced, intuitively operated ticket system for support tasks. It was developed with the SAP ABAP Workbench and is an add-on to the SAP standard software, i.e. different IT systems can be supported by FIS/oss. FIS/oss must be based on an SAP system.
The FIS/oss ticket system allows simple data entry, presents problems or messages from user groups and assigns them to the responsible support contacts. A status update is part of the functional scope. FIS/oss is a central pool for any information received relative to a ticket such as the entire correspondence, project blue-prints, file attachments, professional service and consultancy timesheets etc. as well as the assignment to the initiator for billing if applicable.
Numerous evaluation options are available in FIS/oss. FIS/oss is extremely useful for implementing IT systems, performing projects, redesigning processes etc. It can be used as a support tool for first and second level support during the entire life cycle of the IT system.
- Example of ticket display in the OSS system
FIS/oss saves time and costs in the support department and also provides efficiency and transparency. Of course, FIS/oss complies with the ITIL specifications for Service Support and is Web-enabled.
Your benefits:
- Easy and user-friendly ticket entry
- The initiator will always be kept informed about the current processing status
- The telephone communication with the support contact will be reduced to a minimum
- External support providers get easy access to the support organization
- FIS/oss can be used as a knowledge database for recurring problems
- Integrated e-mail and resubmission function
- Clear and quick documentation, classification and tracking of transport requests (Change Management)
- Deadline monitoring
- Cost allocation or cost assessment is possible at any time
- Evaluation of KPIs at the push of a button
- All changes can be reproduced easily and completely
- Various adjustment options to customer-specific requirements in the FIS/oss Customizing
- As a standard, FIS/oss is available in German and English
