HelpMatics™

What is HelpMatics™?

HelpMatics™ is a particularly powerful service management solution for IT and other service departments. With its functionalities, the system provides efficient support for all service management processes. Thanks to simple administration, a particularly high level of user-friendliness and quick and easy implementation, the system can be used productively in a very short time.

HelpMatics™ - impresses with a comprehensive and efficient range of features, while remaining simple and efficient to use. The system provides an overview and ensures consistent clarity in the workflows. The entire support workflow is organized and optimized, from incident management to reporting.

HelpMatics™ has consistently and continuously developed into a service management system. The system has been ITIL certified since August 2010. HelpMatics uses ITIL® terminology and the product family covers all relevant requirements of the ITIL process model. HelpMatics ServiceDesk offers excellent features for incident management and problem management. HelpMatics™ Change provides practical support for the organization of change processes. Customer satisfaction - an important key figure in business relationship and service level management - can be determined quickly and automatically with the analysis functions of HelpMatics Survey. HelpMatics is an ITIL® Certified Tool and demonstrably maps the following ITIL® processes with a high degree of maturity: Request Fulfillment, Event, Incident, Problem, Knowledge, Change, Service Asset and Configuration as well as Business Relationship Management.

HelpMatics™ is designed for an HCL Notes environment and can be used stand-alone or in conjunction with third-party tools. Additional synergies can be realized in integrated use, as the individual modules cooperate and communicate across products and thus enable an overall view of the activities in the individual processes.

For the management of global support structures, COC AG also offers an extended version of the HelpMatics™ Service Desk module, the Enterprise Edition.

New: HelpMatics™ Online Suite:

The complete HelpMatics™ Suite can also be used as a virtual service management solution. Independent of the customer environment and architecture, simply via the web browser. All access and data exchange takes place securely via encrypted connections with mutual certification. No separate resources are required for administration and operation.

The range of features at a glance:

HelpMatics™ - ServiceDesk module:

• Support of the ITIL processes Incident Management & Problem Management
• Prioritization
• Categorization
• workflow
• Appointment Management
• Service level monitoring with escalation and warning levels
• Information management
• knowledge management
• and much more.

HelpMatics™ - Change module:

• Support for the ITIL process Change Management
• Controlled and organized management of IT changes
• incl. ready-made templates, input masks, communication templates etc.

HelpMatics™ - CMS module:

• Support for configuration management and service asset management
• HelpMatics™ CMS is the world's first and only system with a CMDB tailored to HCL Notes technology.
• HelpMatics™ CMS serves as a high-performance information basis for Incident, Problem, Knowledge and Change Management across all modules

HelpMatics™ - Survey module:

• Support for service level management.
• Survey tool for recording customer satisfaction with a direct link to the ServiceDesk module and the resource data

Further cross-module functionalities:

• Ergonomically optimized user interfaces
  User interfaces designed for simple and intuitive operation
• Multi-client capability
  Definition of individual clients for companies, locations or departments possible with individual service levels, client-specific reporting
• Web functionality
  The most important functions can be operated via web browser as well as the Notes client
• Reporting
  Standard online reports and graphical reports are integrated
• Multilingualism
  Standard language versions available in German and English, easily expandable to additional languages