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Reliable HelpDesk - an innovative solution from MBM Software & Partners brand

For this case study, we aimed to analyze the implementation of an own solution within our company, namely Reliable HelpDesk application, a solution based on service ticketing, the motivation being an effective collaboration and a great way to keep in touch with all complaints made by our customers and partners, helping MBM professionals to intervene as promptly as possible to resolve them in a timely manner.

Reliable HelpDesk enables medium and large sized organizations to manage user requests and problems (either local or external customers) by implementing a notifications tracking system. By controlling the access level for technicians, our clients' problems are prioritized, and their condition is monitored until the time these were resolved. The administrator and technicians, may input in the application database issues resolved, along with other useful details, both for internal customers (own employees), as well as external customers can benefit from this solution. The benefits of the tracking system allows us to automate tracking processes, reducing costs, and fast centralizing of interventions. Moreover, the application ensures a history on complaints made and their solution, including technical details and solutions offered by technicians, custom fields and environment based on the organizational chart of each organization separately." - states Cristian Oprea - Project Manager - MBM Software.

The solution has a system which allows generating a report based on customer requirements or needs with constant access to the state of the issued ticket, and according to these information the activity of our company can be deployed and managed in an efficient manner allowing prioritization and centralized management of each complaint. For each created ticket or amendment the application has an alert via e-mail system. Let's say for example that a MBM customer has made a complaint, whatever its type, first it is necessary to log on the server dedicated to the Reliable Helpdesk application, which is performed under a single account. After this authentication, the client is automatically redirected to the section dedicated to issue tickets, where depending on its degree and type of problem, can be set the priority and the department to which it belongs. The ticket can also be supervised by its issuer in terms of status and the person allocated for its resolution. Each created ticket is assigned an unique number, and according to the problems that come from the client, will open an appropriate number of tickets, so their part solution or any amendment will be notified and will be allowed the upgrade until the ticket is closed .

Our services cover a wide range of domains for IT industry and provide to our partners turnkey or customized solutions consisting of software development, technical support, analysis and consultancy, testing and implementation, training and maintenance services. Also in the portfolio of solutions are found services that concern business optimization, security and data storage.

The implementation of MBM software solutions within EximBank for the improvement of the network management

Starting with the increase of the workstations' number and servers within the companies, the activities which involve the monitoring of the network procedures lead to the necessity of collecting, merging and reporting the information in an accessible and useful form for the people who take decisions and for the IT departments.

Having as starting point these grounds and realizing the constant development of the companies necessities as to put in an automatically form the process of network management, MBM software introduced within the IT infrastructure of EximBank its own solutions developed for the inventory of the IT infrastructure and pursuit of the issues.

Reliable Assets represents the solution asset management type for medium and large networks, improving the process of inventory and monitoring of the workstations, servers and IT elements within the company. The focal solution supplies a better picture image of the IT infrastructure, involving a process of monitoring related to the hardware and software installed, as well as different useful parameters of the IT departments.

Reliable HelpDesk is created for the improvement and placing in first position of the quotidian issues which internal and also external clients run into, registering the achievement stages, the access level, the priority and the response timing of these issues. The tools for saving the responses, as well as the registration in the data base of the dialogue between the clients and the technicians, represent the main advantages for which this solution can be chosen for the monitoring of the fidelity process and better communication with the clients.

"The complex domain within EximBank and the large number of workstations and servers have demanded the choice of some solutions which have a low consume of the network resources and at the same time, the monitoring of the hardware and software changes and evolutions. Simultaneously, the helpdesk solution needed the customization of several modules, some of them dedicated to the users within the bank and others dedicated to outer clients. The incorporation of Reliable Assets and Reliable HelpDesk leaded automatically to a focused solution, efficient and complex, which responded successfully to the requests of our partners." - Giorgian Dinu - General Manager - MBM Software.

The analysis and development of distinct modules, which can be applied to large and very large companies, represented the starting point for MBM Software to achieve the incorporation of the solutions between it selves, but also within EximBank.

"The solutions offered by MBM Software were submitted to a number of tests for a long time by the IT department. In their choice made a very big difference the performances dedicated to the hardware and software inventory, the possibility of the helpdesk customization, as well as accurate and efficient technical assistance. The major advantages as the software development specific to each business sustained by the maturity and the scalability of the MBM applications represent the main reasons for which EximBank chose to improve the processes of the network management within the IT infrastructure." - Pompiliu Balan - Head of IT (Hard&Soft) Department - EximBank Romania.

MBM Software, provider of software applications for medium companies and organizations, has as target to supply complex solutions for the management of the IT infrastructure and the activities within a company, by its own range of products developed during the years.

Integration and customization of ready made products and solutions weather open source or proprietary can save a lot of time and money for Omniasig business.

The IT Department request development of some wizard powerful reports that verifies logged users onto a workstation and also if this computer has specifically running processes and services.

Also, this command had to work for all the systems spread around the country. For some of the workstations/servers that have Command Software Antivirus installed, the signature database had to be reported to the System Administrator in the Reliable Assets Interface.

This solution uses parts of MBM Reliable Assets Management system. The RA client was modified to check this requests and communicate the results to the server. The System Administrator can verify the existence of some files that are defined in the Reliable Assets Interface and he can easily find if productive/unproductive software is used on the computer where the RA client resides.

"We wanted to monitor the logged users because some of our applications work with parts of system credentials and we needed a report to find out the system distribution categorized by districts. Here at Omniasig we have above 1000 workstations and servers that need to be monitored with this kind of tool, because more than half of them are spread around all over the country. So, basically we have installed the RA Server on a single dedicated application server that receive data from all of our clients. I am very impressed by the small network load and the system requirements, because we have here diffrent types of systems and diffrent hardware and software configurations. Well done, MBM!."- Aurelian Gogonea - IT Administrator - Omniasig.