QoS-IT is an IT Services Management solution developed on Microsoft CRM version 4 as a platform to create, schedule, monitor and report on IT works for MSP, IT hardware repair centre, system builders and Independent Software Vendors (ISV) that design, develop and support custom software solutions.

QoS-IT is a process based solution providing different access levels and privileges to different QoS-IT users based on their role and responsibility in the incident resolution process. A case manager has access rights to the Case entity and ability to assign Jobs and create, modify or edit entities such as Accounts, Contacts or Service Calendar, while Customer Service Representative (CSR) has access to the Job Control Panel (JCP) only. This structure simplifies the CSR work and minimizes training requirements for new QoS-IT users. By limiting access to subcontractors, QoS-IT provides outsourced service providers an access to the company’s database, limited to the subcontractor’s own Accounts, Contacts and JCP. Subcontractors are assigned with IT works and report activities in the same manner and efficiency of the internal users performing similar works.

Service Calendar is the case manager’s command & control dashboard to monitor how each case resolution progresses. Tasks in this process are presented as scheduled service activities providing real-time and color coded status for each JCP’s activity.

QoS-IT caters for companies looking for practical guidelines for everyday IT practices and activities based on known frameworks such as ITIL and Microsoft Operations Framework (MOF). Service Level Agreement (SLA) is tailored to customer’s requirements either as “per device” proactive maintenance services or as a break-fix contract. The entire case resolution process is monitored to comply with the customer’s SLA contract. If an incident points to an existing problem, CSR can either add a case to a known Problem or create new Problem to trigger the problem resolution process.