Service Management Software for Government Agencies
Government agencies often have a centralized, IT helpdesk, or service desk that is a single point of contact (SPOC) for IT issues and services. Such helpdesks and services desks are often aligned to best-practice service delivery frameworks such as ITIL, COBIT, MOM, Knowledge Centered Support (KCS) and others. These frameworks form the basis for incident management, problem management, change management, continuous improvement, and request fulfillment. In order to bind these disciplines together, many such government agencies use HelpMaster as the software solution.
Larger departments will often have smaller, de-centralized help-desks, or service points that cater for dedicated service requests specific to the core-group of people within a workgroup. In addition to a traditional IT help-desk, organizations may have a service desk that looks at broader ITSM (IT service Management), Facilities Management for building and property maintenance, Complaints Management, Customer Relationship Management.
Where several de-centralized help desks / work-groups are present, the business can opt to use a partitioned, or multi-tenanted version of HelpMaster (meaning that there is one installation and database that is shared), or install multiple versions/databases to keep configuration and use separate.
Digital Transformation within Government departments
Digital transformation is a core focus for many government agencies world-wide. Transforming and updating legacy business operations to utilize new tools and technology is now a mainstream focus for not only IT Departments, but all sections and work-groups within an agency.
HelpMaster is used to:
- Convert paper forms into web forms
- Deliver live-time dashboards and statistical information into business practices
- Allow customers, clients and staff of the agency to contacts departments via a web request portal
- Define, configure and build powerful workflow and process flow for common business tasks
- Improve HR department employee on-boarding and induction processes
- Improve feedback, training and staff needs