Join Kifinti Solutions for a demo on the FrontRange’s ITSM Service Level Management (SLA) Module. During the demo we will demonstrate and discuss the many benefits of the application

Tuesday May 15, 2012 from 12:00 PM to 1:00 PM EDT

Click here for further details and registration

Kifinti Solutions will be hosting a no cost  3 – day ITSM Training Course

Monday May 28, 2012 at 9:00 AM – Wednesday May 30, 2012 5:00 PM EDT

Click here for further details and registration

Kifinti Solutions will be hosting a no cost  4 – day HEAT Administration Training Course

Thursday May 29, 2012 from 9:00 AM to Friday June 1, 5:00 PM EST

Click here for further details and registration

Join Kifinti Solutions for a webinar What’s New In LANDesk 9.0

Date & time to be confirmed

Details and registration coming soon

 
 
Few things can slow down a support center like the daily flood of routine technical issues or system outages. Password resets, frequently asked questions and providing easy answers to rudimentary questions lead to lost hours of productivity at a significant cost to the support organization.  HEAT Self Service translates into increased efficiencies and end user value right from the start.

Improve customer communication at every level
Reduce call volumes
Ease agent workload
Optimize staffing levels
Enhance end user satisfaction levels
Get results with HEAT Self Service
Ease the pressure on your team – Empower customers to find answers themselves.  Tight integration with HEAT Plus Knowledge allows customer to type a few symptomatic words to obtain a list of best solutions.

Improve Customer Communication – Streamline communication by publishing broadcast messages to the HEAT Self Service portal.  Encourage users to subscribe to system-wide outage notifications so that they can be automatically informed about the recovery process or when the system is restored.

Accelerate self-service adoption – Take the guesswork out of web-based processes. Expose HEAT Auto-Tasks and call templates on the HEAT Self-Service portal to guide and prompt customers for the necessary information at each step.

Help ensure accurate and consistent logging – Remove human error from the ticket logging process.  Design your self-service forms (without the need of a programmer) with contextually relevant pull down menus, pop-up selections and best practice business rules to yield accurate, consistent data.

Ability to customize the self-service Web site – Tailor HEAT Self Service to provide other information that is important to the end users. Customize the look and feel of the user interface and the content on the HEAT Self Service web pages.

HEAT Self Service pays for itself quickly

Research shows that when end users effectively help themselves, costs can be reduced by 90% from a traditional phone call inquiry. Web-based access means employees and customers can search for answers whenever, from wherever issues arise, rather than using a telephone when they need service. The lower cost per transaction quickly contributes to the bottom line of the business.

 For more information about HEAT, call 416.875.5662 or sales@kifinti.com

Day 1 program

• Introduction to IT Service Management and ITIL
• ITIL history, OGC, LOYALIST (APMG), itSMF, the ITIL books, ITIL concepts
• Goals, Definitions, Principals, Activities, Relationships, for each of the following;
• Service Strategy and Service Design

Day 2 program

Goals, Definitions, Principals, Activities, Relationships, for each of the following;

• Service Transition, Service Operation and Continual Service Improvement

Day 3 program

• Preparation for Examination
• Examination for Certification

Duration: 60 minutes
Exam format: 40 questions, multiple choices answers, To pass: 26 correct answers (65%)

Proposed Timeline: TBA – Toronto

Course Schedule

Tuesday: 9 a.m. – 5 p.m. (7 hours)
Wednesday: 9 a.m. – 5 p.m. (7 hours)

Thursday:
REVIEW: 8:30 a.m. – 10:00 a.m.
REGISTRATION: 10:00 a.m. – 11:00 a.m.
EXAM: 11:00 a.m. – 12:00 p.m.

Please contact us for pricing information, call 416.875.5662 or sales@kifinti.com

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