User:Jcwpfe/sandbox

ServiceTonic S.L. is the privately held company based in Barcelona (Spain) that develops and has the licensing rights of ServiceTonic, its help desk and service automation and management software.

Overview
ServiceTonic is a powerful web-based software that helps automating and managing services and support centers.

With ServiceTonic support teams and service managers can track their internal or external customer’s requests and incidents and follow them up throughout all their life-cycle from registering until they are solved or closed.

ServiceTonic can be easily customized without programming to provide support in many different areas such as Customer Service, Internal IT Support, IT Service Management, Facilities Management, HR Management and just about any other area that requires tracking issues, complains or requests.

Main features

 * Service Desk and Incident Management. Manage all kinds of requests registering, prioritizing, assigning, escalating and solving them in a 100% web-based multichannel environment (email, phone, and web).
 * Customer Self Service Portal. The Customer Web Portal allows customers to send support requests, check their status and update them by using a simple web interface that can be customized to meet customer’s corporate image.
 * Business rules. Business rules provides a simple but yet powerful mechanism to automate processes including escalations, notifications, alerts and workflows.
 * SLA Management. Comprehensive SLA management for even the most demanding environments in which ‘response to’ and ‘resolution of’ incidents or requests is required in a predefined time-frame.
 * Knowledge base. It allows creating a knowledge base from existing and new solutions that can be afterwards searched and browsed and used to solve new incidents or provide answers to known questions.
 * Dashboard. The dash board allows creating key performance indicators (KPI) to help service managers have a quick access to critical information.
 * Email integration. ServiceTonic provides seamless two-way email integration allowing to create and update tickets by sending an email to designated email addresses as well as sending email notifications using customized templates.
 * Reports and Queries. Reports can be generated in your preferred format including PDF, Excel and HTML. Queries can be defined with multiple conditions to provide quick access to information.
 * Surveys. Surveys can be defined and automatically sent by email to customers to gather their opinion about the service provided.
 * ITIL alignment. ServicieTonic is aligned with ITIL best practices allowing to automate most common ITIL operational functions and processes including Service Desk, Configuration Management (CMDB), Incident Management, Problem Management, Service Level Management, Request Fulfillment, Event Management and Knowledge Management.
 * Integration. ServiceTonic provides integration capabilities that allow integration with  LDAP Directories (MS Active Directory and Open LDAP), Email Servers, Corporate Data Bases and third-party software.
 * Multiservice Support. ServiceTonic allows creating different service automation areas (called Services) within one single ServiceTonic installation or subscription. Each Service can have its own configuration including, users, fields, forms, business rules, reports, surveys, email templates and integrations.
 * Email integration. ServiceTonic provides seamless two-way email integration allowing to create and update tickets by sending an email to designated email addresses as well as sending email notifications using customized templates.
 * Reports and Queries. Reports can be generated in your preferred format including PDF, Excel and HTML. Queries can be defined with multiple conditions to provide quick access to information.
 * Surveys. Surveys can be defined and automatically sent by email to customers to gather their opinion about the service provided.
 * ITIL alignment. ServicieTonic is aligned with ITIL best practices allowing to automate most common ITIL operational functions and processes including Service Desk, Configuration Management (CMDB), Incident Management, Problem Management, Service Level Management, Request Fulfillment, Event Management and Knowledge Management.
 * Integration. ServiceTonic provides integration capabilities that allow integration with  LDAP Directories (MS Active Directory and Open LDAP), Email Servers, Corporate Data Bases and third-party software.
 * Multiservice Support. ServiceTonic allows creating different service automation areas (called Services) within one single ServiceTonic installation or subscription. Each Service can have its own configuration including, users, fields, forms, business rules, reports, surveys, email templates and integrations.
 * ITIL alignment. ServicieTonic is aligned with ITIL best practices allowing to automate most common ITIL operational functions and processes including Service Desk, Configuration Management (CMDB), Incident Management, Problem Management, Service Level Management, Request Fulfillment, Event Management and Knowledge Management.
 * Integration. ServiceTonic provides integration capabilities that allow integration with  LDAP Directories (MS Active Directory and Open LDAP), Email Servers, Corporate Data Bases and third-party software.
 * Multiservice Support. ServiceTonic allows creating different service automation areas (called Services) within one single ServiceTonic installation or subscription. Each Service can have its own configuration including, users, fields, forms, business rules, reports, surveys, email templates and integrations.
 * Multiservice Support. ServiceTonic allows creating different service automation areas (called Services) within one single ServiceTonic installation or subscription. Each Service can have its own configuration including, users, fields, forms, business rules, reports, surveys, email templates and integrations.
 * Multiservice Support. ServiceTonic allows creating different service automation areas (called Services) within one single ServiceTonic installation or subscription. Each Service can have its own configuration including, users, fields, forms, business rules, reports, surveys, email templates and integrations.

System requirements
ServiceTonic is available On Demand (cloud based) and On Premise (installed at the customers server’s).


 * On Demand requirements. Customers using ServiceTonic On Demand only require internet connectivity and using a web browser to access ServiceTonic. Tested web browsers include Internet Explorer, Firefox, Safari and Chrome.
 * On Premise requirements. Customers using ServiceTonic On Premise have to install ServiceTonic on a corporate Windows or Linux Server and use My SQL, MS SQL Server or Oracle database. User access the software also by using a regular web browser.
 * On Premise requirements. Customers using ServiceTonic On Premise have to install ServiceTonic on a corporate Windows or Linux Server and use My SQL, MS SQL Server or Oracle database. User access the software also by using a regular web browser.