Self-service and Request Fulfilment

Customer Self-Service Portal

Providing online access to the Service Desk is a fundamental requirement of an enterprise support system.
Customers expect to be able to log and track Incidents and Requests for change online. The more effective the online support process, the more likely it will be used as the customers preferred method of contact with the Service Desk.

VMware Service Manager provides a complete web self-service package—the Customer Portal—which provides a single point of access for all customer support problems, inquiries and requests.
The portal allows internal and external customer groups to:

  • Access their Service Management resources 24 hours a day, 7 days a week.
  • Log and track Incidents from virtually any web-enabled device.
  • Find answers to simple inquiries or complex Problems using the Knowledge Bank and self-help scripts.
  • Receive notification of events such as planned outages, pre-empting calls to the Service Desk.
  • Provide feedback on the effectiveness of support services and channels to continually improve service.

Key Business Benefits
  • Cost reduction through automation of Service Request and Fulfilment
  • Increased customer visibility and satisfaction of IT Operations
  • Increased customer satisfaction

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