QoS-IT is an IT Services Management solution add-on to Microsoft CRM Service Module. QoS-IT integrates range of IT core business functions and processes into one system to achieve business efficiency and cost-effective management of IT provided as outsourced services.

Service Level Agreement (SLA)
QoS-IT manages the service level agreement between MSP and customer. The Service Level Agreement (SLA) defines:

• Hours service is provided
• Response time for service call
• Scheduled maintenance job
• Tailored service items and prices per customer & per contract
• Agreed upon parameters (objectives) such as: Mean Time To Repair (MTTR) and two escalation points for each SLA service item and definition of the systems to be serviced.
• Variety of service charges either by invoice or prepaid allotments, hours, cases or service period, to be paid per case or periodically
• Agreed upon Customer Satisfaction Level (CSL). Integrated customer satisfaction survey to ensure CSL is maintained at this level

Case (Incident) Resolution - Trouble Ticket
New case resolution process is either initiated by IT incident reported by customer or by monitoring system integrated with QoS-IT (Email alerts) or as a result of scheduled maintenance work set by the SLA agreement.

Case is resolved via one or more of the following Jobs:

• Help desk – support by Email or phone call
• Remote access using Remote Desktop Protocol (RDP) or other technologies to access customer’s network for repair & maintenance
• In-house repair centre for computers notebooks and other IT equipment
• On-site installation, upgrade, repair or maintenance works performed by field engineer at customer’s premises

Time spent on each job is measured as a whole and for each job’s task (Email, phone, RDP, research, waiting time & travelling time)

Case resolution process is monitored by workflows and flagged whenever response time, Mean Time To Repair, 1st & 2nd escalations are beyond the target times set in the customer’s SLA.

Customers are billed on job completion as per the customer’s SLA prices. Services are either invoiced (per case or periodically) or deducted from prepaid allotments, cases or hours. Detailed report states all works performed in the case resolution process including all associated charges.

Scheduling Service Activities
Jobs are assigned to technicians or engineers as scheduled service activities. QoS-IT is integrated with Microsoft CRM service activity and scheduling system and it is continuously updated in the Service Calender when job is requested, in-progress or completed. Service calendar provides case manager a powerful tool to manage employees in house and on the road, it displays jobs in progress, completed works and those that lag behind.

Mobile Field Service
QoS-IT Mobile Field Service module enables field engineers an access to QoS-IT Case and Job details via Internet enabled devices such as mobile phones and PDA. Time in & time out, work details and customer billing is carried out via Internet, saving precious time and achieving high level of field force productivity.

Management
"What gets measured gets done" is one of the core precepts of good business management. QoS-IT measures each step in the case resolution process to provide management with vital information about service profitability, business efficiency and quality of service:

• Profit & cost of service items
• Profit & cost of each contract in SLA agreement
• Benchmark the performance of team members and analyse work patterns and different approaches and methods on how to resolve an IT incident
• Customer’s satisfaction per case and how customers rate the service provided by technician and engineers - Total invoices & profit per invoice and per period
• Time spent per service activity compared with the time charged to customer

Integration
As a business solution built on Microsoft .Net framework, QoS-IT integrates with most monitoring, patch management, network device scanners and remote management software via Email alerts, Web Services and Microsoft CRM ver. 4 data import and duplicate check functionality.

Customer Relationship Management (CRM)
QoS-IT is an extension to Microsoft CRM available to MSP via Action Pack. Many IT service providers are already using Microsoft CRM Sales and Marketing modules to promote their IT services. Naturally those Microsoft Partners who are also IT Managed Service Providers select QoS-IT as their tool to manage IT services as integrated Microsoft CRM sales & service solution.