By David Sims
TMCnet Contributing Editor
ASK Software has launched QoS-IT version 2, according to company officials, introducing the Microsoft (News - Alert) Dynamic CRM service module plug-in for Managed Service Providers.
Melbourne-based ASK officials explain that QoS-IT is a process-based software product developed to "manage IT services on agreed Service Level Agreement signed between MSP and customer and managed by the Service Level Management process."
SLM is the process of measuring and monitoring service quality, using metrics such as performance, availability and customer satisfaction, relative to customer expectations, and "reporting results and taking action to ensure the quality stays within agreed upon parameters as defined by theSLA ," ASK officials say.
"Market researches show that for IT MSPs to manage and support the IT infrastructure of their customers, maintain long term relationships with customers and be profitable and efficient, they must adopt the best practices and guidance set out in well known standards such as ITIL & Microsoft MOF," says Ged Ellis, CEO of ASK.
"As most MSPs are Microsoft Partners, they have an access to Microsoft Dynamics CRM via Action Pack," says Ellis, "for less than $3,000. That includes 10 users license for QoS-IT and 12-month maintenance and support of the application."
Ellis compared the QoS-IT Service Catalog to a restaurant's menu, with a "list of all IT services the organization provides. Clients select from the Service Catalog the right mix of services that suit their needs based on their network infrastructure, response time and the hours and days of the week they wish to be serviced, which is then defined in the SLA Contract and recorded in QoS-IT."
ASK Software is a Philadelphia area software firm. It has been named to the Philadelphia Business Journal's "Top 25 Software Developers" list for three years running.
