DKSystems DKHelpDesk Software

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1 John Inverso Product Report 27 October 2003 DKSystems DKHelpDesk Software Summary DKHelpDesk combines help-desk capabilities with asset-tracking features for the small-to-midsize internal help desk. Modules are also available that touch on change and service-level management. Table of Contents Overview Analysis Pricing Competitors Strengths Limitations Insight List Of Tables Table 1: Product Overview: DKHelpDesk Table 3: Price List: DKHelpDesk Gartner Reproduction of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The reader assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions expressed herein are subject to change without notice.

2 Corporate Headquarters DKSystems Inc. 444 N. Michigan Avenue, Suite 3300 Chicago, IL 60611, U.S.A. Tel: Fax: Internet: Overview Table 1: Product Overview: DKHelpDesk Product Name DKHelpDesk Product Type Internal help desk Function Provides automated call and problem management services, as well as integrated inventory management services Version 4.0 Platform Windows NT, 95, 98, 2000, XP (client) Databases Oracle, MS SQL Server, Sybase Adaptive Server Anywhere, Sybase SQL Server Supported Base Price $3,000 for single user Target Market Companies seeking a small-to-midsize (20-50 users) help-desk implementation Call Management Problem Management Change Management Provides access to caller and ticket history, tracks each call s life cycle, lets operators access staff schedules and lets administrators segment the database so they can limit or classify individual access. A feature called the Assignment Queue enables an individual or group to view all of the tasks assigned to them for a specified period. From this separate screen (similar to the Outlook Today feature in Microsoft s Outlook) users can drill down on each task to access that particular record. Automatically notifies designated people of problems and routes calls accordingly; can automatically escalate problems or let operators do so; and sends and receives system event notices, internal messages and alerts. It logs problems and solutions so users can create a knowledge base. The Resolution Finder helps users and operators search for problem solutions via searches by keyword and problem type. Procedures for routine problems can be preset and recalled when a specific problem (for example, forgotten password) is entered. Tracks hardware and software changes and corresponding information via DKInventory Manager component. 27 October

3 Service Management Asset Management Parts Inventory Web-Based Access (optional) End-User Survey Web Application Builder Enables the user to create and track service-level agreements (SLAs). It alerts the technician when SLA thresholds have been exceeded and provides a set of standard reports on the help-desk s performance. It also documents service contracts and maintenance agreements on the hardware and software associated with the end user and the network configuration. An evaluation module also allows evaluation creation, tracking and reporting. An internal facility tracks the service levels of individuals and groups within the IT department, reporting whether or not they have fulfilled their call-related tasks within set time periods. It can identify which person or group is the cause of the bottleneck by tracking who completes their assigned tasks or how long they ve had the call in their queue. Documents and tracks network and end-user hardware and software assets; maintains records on associated maintenance, service contracts, financial records, network connections. It can be integrated with third-party data collection tools to provide additional information on the assets. The Parts Inventory feature within the Asset Management module provides a way to track the life cycle of nonserialized components (toner cartridges, mice, paper and so on) and related departmental spending. All maintenance, warranty, owner and financial information about the asset can be stored in the system, provided the user enters the information manually or generates the purchase order through the vendor s product. It is dependent on the user to keep asset records current. DKHelp Online is an optional interface that provides both client and technician access to the product from any standard Web browser. The client has the ability to log calls and search the database by topic or keyword. Help-desk technicians have the ability to view, modify, reassign and close assigned calls. Analysts can also view work orders, scheduled tasks and activities, and routing alerts. Analysts can also access reports directly from the Web interface. The Web product lets users configure their own support Web sites from an established DKHelpDesk database. The product is shipped with a pre-configured database, standard Web screens and navigation menus. The user can also create and store configuration definitions for multiple sites, enabling him or her to maintain separate entry points for language-specific sites, internal or external audiences, or department-specific support areas. DKHelp Online is customizable, enabling the user to modify about 90 percent of the product s user interface, and it can be integrated with corporate Web sites. Online surveys are available to the end users for evaluating their help-desk experience. This info can then be gathered by the administrator to determine the overall effectiveness of the help desk and support staff. The end user can access the survey from the main self-service Web interface. Alternately, when tied to the optional DKWorkflow Assistant, a link to the survey can be automatically ed to the end user once the call is resolved. The DKWebBuilder module allows the user to build custom Web applications for use with DKHelpDesk. Sites can be built, including links to external support sites and fields, through the menu-driven interface. Therefore, the user does not require knowledge of HTML. Users can also run reports and views of any call data entered via the application. 27 October

4 Workflow Management (optional) The DKWorkflow Assistant, add-on software to DKHelpDesk and DKHelp Online, provides tools for help-desk automation. By automating day-to-day help-desk tasks, DKWorkflow Assistant provides 24-hour monitoring and activity. Out of the box, DKWorkflow Assistant includes many standard workflow events, such as confirmation notices and request approvals. Users can define their own events to fit the specific requirements of their business environment. Defining workflow events involves specifying the particular rules, trigger conditions and distribution strategies for each task. These tasks can be as simple or as complex as needed, from running a particular report every Monday morning to chaining multiple tasks together to carry out a complex workflow process. Analysis DKSystems introduced DKHelpDesk to provide internal support centers with an easy-to-use and easy-toimplement off-the-shelf help-desk system. DKHelpDesk automates basic call-processing and problemmanagement functions and provides asset and inventory management functions. Customers can also link their support center to other key business processes, such as network management, desktop administration, telephony and paging services via built-in integration links and interfaces. An interface to Crystal Reports lets users generate a wide range of custom and standard reports detailing the various support processes and associated directories. DKHelpDesk facilitates communication between any Messaging Application Programming Interface (MAPI) system. Using Windows as its standard operating system, DKHelpDesk leverages the distributed capabilities associated with its client/server architecture. The vendor believes that by concentrating on the Windows environment, it is addressing the most prevalent environments used in small and midsize organizations. The software includes some customization capabilities for changing field names, column widths and sort orders. The DKInterface and relational design represent the heart of DKHelpDesk, as they make the system intuitive, flexible and user-friendly. The interface contains QuickView buttons on every screen, providing easy access to different ways to view the data. For example, the user can obtain a manager s perspective and view the data in a high-level list or drill down for more detail; however, the overall system features only three types of windows, consisting of main, list and detail. It also uses the same screen to prompt the different views so users do not have to open multiple windows to perform their work. DKHelpDesk also maintains a consistent appearance, which is also designed to make navigating through the system quick and easy. The system s relational design provides multifunctional screens, a knowledge database and workflow procedures. For example, users can store data, query the database and generate reports all from the same screen, rather than having to pull up a different screen to enter each command. In reverse, the user can stay in the same screen and access different parts of the database without having to adhere to a set. DKHelpDesk also works with third-party software systems, featuring interfaces to Microsoft Systems Management Server, Novell ZenWorks, OpenService NerveCenter and Tally TS.Census. The vendor can customize an interface to other management products based on a customer s specifications as well. It also provides links to telephony and paging servers and MAPI hooks to systems. In addition, DKHelpDesk provides the following standard capabilities: Statistical search 27 October

5 Call tracking and retrieval Auditing changes to call records Single file for multiple calls Customized report writing Form customization Statistical aids Problem assigning Asset management Automation of routine tasks Real-time summary displays Automatic contact of service personnel Pricing Table 3: Price List: DKHelpDesk Product DKSystems DKHelpDesk Base Price $3,500 for single user version $21,000 for five-user SE package (includes technician Web interface, consulting/training and maintenance) Maximum Price Enterprise site licenses available for quote Education Discount Yes Leasing Yes Multicopy Discount Yes Site License Yes Pricing as of October GSA Pricing Yes. Competitors BMC Remedy Help Desk FrontRange Software HelpDesk Expert Automation Tool (HEAT) Intuit Track It Network Associates Magic Total Service Desk Peregrine Systems Service Center Strengths User-Friendly Design 27 October

6 DKHelpDesk leverages a graphical user interface enhanced with quick-view buttons and a straightforward design. Users can not only navigate through the system, but they can also perform a great deal of the commands from one screen. The multifunction screens give them access to various databases to search for solutions and track problems. Call Management and Integration Capabilities DKHelpDesk delivers many of the features that high-end systems do, but on a more manageable scale for the small and middle-tier support center. For example, the system provides call management with call retrieval and tracking, automated escalation and notification, as well as caller history. Meanwhile, administrators can exchange information with leading desktop, LAN management and asset management systems via DKHelpDesk s integration capabilities and links. These links bring some of the functionality of an enterprise management system to a small or midlevel help desk without the complexity of its high-end counterparts. Reasonable Price A very small help desk with one operator can implement DKHelpDesk for around $3,500, while a five-user license starts at $21,000. The installation services offered by the vendor are available for a flat rate of $7,500 and include standard installation, implementation and training. The vendor claims that a majority of these standard installations can be accomplished in two to three days, with allowances for more complex or highly customized installations. Considering the cost savings and efficiency that most new installations yield as they replace paper-based and homegrown ones, their acquisition cost is almost insignificant. Limitations Limited Online Support DKSystems designed its DKHelp Online technician and self-service facilities to be Web-accessible; however, administrators must still run the product from a specified client. End users can log and view calls from the Web interface. Analysts can view, open and close calls; check their status; and run reports. But administrative functions (for example, service-level definition) are not available online. Replaced Palm OS Support DKSystems has not maintained its support for logging calls and work orders from a Palm-based palmtop device. The vendor claims it can revisit the functionality should there be a rise in interest in it again. However, Pocket PC support has been added for inventory management. This will allow users to perform physical inventories using a scanner attachment to the Pocket PC. Additional functionality includes the ability to scan in serial numbers to streamline the asset receiving process. Insight DKHelpDesk provides basic call and problem management features in a straightforward package. The system is worth considering for small and midsize environments (20-50 users). To compete in the highlevel service-desk arena, the vendor needs to add more proactive features, like network management integration and network, system and application monitoring and more in-depth knowledge management, which are common to the high-level systems. What it does offer is adequate functionality at a reasonable price. Those organizations not looking for some of the more advanced features of a large-scale enterprise class product will get a capable help-desk product at a lesser cost of installation and implementation. 27 October