Using the Managed Web Support facilities for our clients
The Enmore Client Support System has always used the Managed Web Support facilities to provide on-line support for our clients. This system provides a client with secure access to their own system support information (including their up-to-date System Design detail), as well general Enmore client support material.
Using the Managed Web Support 'Tracker' facilities however we have now deployed two new systems for Fault Management and Change Management so that clients can raise 'tickets' in either of these two systems and Enmore can respond, where all responses and actions are logged and an audit trail provided.
Each client is provided with secure access to their own ticket systems where they can log either a Change Management request or a Fault notification using simple on-line forms as illustrated on the left.
Whenever a new request or notification is logged, it is given a unique ticket number and is time stamped. Email notification is provided back to the client whenever the details of the request or notification are updated and on closure the ticket is time-stamped again.
With this process and individual on-line reports that list all open/pending or closed requests or notifications, each Enmore client can keep track of their system changes and issues.
If you want to discuss how we could help you design a system to underpin your specific collaboration and support processes, then please contact us