Progenist TrackerDesk™ is capable of managing virtually any service related communication. This solution requires a minimum amount of setup effort yet is sufficiently flexible to meet interaction management support requirement. With our "almost zero maintenance™" system, your organization is no longer required to install anything in your environment which reduces the cost in purchasing, maintaining the systems, and administrative support to exclusively only managing the system. Your system will be up and running in no time as soon as you are subscribed to our system. As a true e-Demand system, anytime your organization decides to expand the capacity of your support, all you need to do is to notify us and as soon as we get the confirmation, your capacity will be increased in less than 1 hour.

Progenist TrackerDesk™ ITIL is fully ITIL V3 compliance designed for a company with a more mature business process definition. At the heart of any configuration management strategy is the configuration management database (CMDB) which we at Progenist call it, Progenist configuration management Database (PMDB). A PMDB is a consolidated view of the IT assets (Configuration Items (CI) in ITIL term) comprising the IT infrastructure and the relationships between those CI's, their users and the business services they support. Progenist TrackerDesk™ now includes the following integrated module:

Progenist TrackerDesk™ Request Management

Progenist TrackerDesk™ Incident Management

Progenist TrackerDesk™ Problem Management

Progenist TrackerDesk™ Issue Management

Progenist TrackerDesk™ Change Management

Progenist TrackerDesk™ Configuration Items

Progenist TrackerDesk™ helps organizations deliver on a strategy for managing their assets with a solution that streamlines the efficiency and responsiveness of IT organizations and provides the basis for greater IT alignment with business objectives and optimization of resources. If automation on asset discovery is what your organization demands, Progenist also offers the solution via our Layer 2 asset discovery tools called Progenist TrackerCollector™. It provides full-featured asset management capabilities through automated discovery, hardware inventory, network inventory, software inventory, configuration management, software usage monitoring, and extensive cross-platform reporting. The integration between Progenist TrackerManage™, Progenist TrackerContract™, Progenist TrackerAsset™ and Progenist TrackerDocument™has already been done for you via our PMDB, so businesses are no longer required to do all of the major works in order to make both products talk to each other.

Progenist TrackerDesk™ provides a self-service module interface that empowers your clients to resolve their own issues. They can submit their requests via our secure web interface, check status and browse the support center.
This main feature reduces the volume of low-complexity calls, enabling your staffs to go "back to business™" and concentrate on other revenue generating activities for your company.

Progenist TrackerDesk™ provides a wireless smartphone or tablet interface, enabling your staff and clients to generate, receive and respond to issues while they are on the move from anywhere in the world. They can update the status and comment on issues in real-time without costly and time consuming trips back to the corporate internal network. Now, you can have a true, "what you see is what you get" real-time latest status on the issued interaction management.

Progenist TrackerDesk™ service level management defines service levels of requests and it enables your configured system to escalate and notifies according to applicable rules, and reports on SLA compliance. These service level management capabilities can manage a small group of supported users or scale to support multiple companies each with their own complex service support policies on a single instance of Progenist TrackerDesk™.

All activities for each request in Progenist TrackerDesk™ are tracked religiously. Such as time stamps with logs of what was changed provides a clear history of what had happened. Analysts or management can easily access specifics from this list via a convenient search tool. These audit trails and related reports are particularly useful in helping with your SOX and other governance regulations compliancy.

All communication activity for each transaction in Progenist TrackerDesk™ are fully encrypted with our own internal high-grade SSL certificate. We do double encryption for authentication of username and password ensuring the reliability and safety of the data transmitted. No one will be able to access your information unless you said so. Even our employees has no way on reading some of the data in the database when your company utilized our TrackerSecure™ feature to secure the data. Your information is stored in our highly reliable data center with our double fail-safe server, backup generators, multiple hard drives, dual routers, cooling systems, and gel battery power banks, monitored by our internet specialists, 150+ permanently recording video cameras, and more.

The built-in Progenist TrackerSolutions™ centered in Progenist TrackerDesk™, allow customers to do a multi-languages search, provides end-user, clients, and analysts with access, and a consolidated view of the solutions center, to further assist in resolving problems. Clients have the option to either search individually or all of the past issues, solutions center, internet based solutions or our community solutions center wiki. We believe in building a community where we all help each other and if someone from your staffs has a knowledge that he or she would like to share, we provide a mechanism to share the information via Progenist TrackerWiki™ that's built in the Progenist TrackerSolutions™ and can be updated by the rest of the community members.

Progenist TrackerDesk™ comprehensive notification mechanism keeps everyone in the enterprise aware of the status of work issues as desired via emails, or online alerts via the integration with Progenist TrackerNotify™. This feature ensures a quick response to open requests and helps provide continuous up to date communication mechanism for your clients thus never leaving them feeling being left in the dark. A very good start for good customer service.

S.O.A. is designed for linking businesses and computational resources (principally organizations, applications and data) on demand to achieve the desired results for service consumers (which can be end users or other services). Progenist TrackerDesk™ defines a complete API using Web Services, WSDL, XML and the web 2.0 components such as Ajax, web syndications such as forum and Wiki. With our S.O.A., third party applications can now interact with Progenist TrackerDesk™ to create and update tickets; send notifications; create and update assets; and create and update contact information.

Progenist TrackerDesk™ is certified to run on a variety of operating systems languages, allowing characters from any languages to be stored and retrieved. Each of your clients can decide on which language they would like their profile to be set upon and it can be changed at anytime and the change will be in real-time.

Progenist TrackerDesk™ has a built in feature that would allow site administrator to import the information needed such as user information, asset information, your support center and it also supports export and archive of data for back-up purposes. All those tasks are accomplished via our Progenist TrackerTools™. Our "Almost Zero Maintenance™" reduces the administration required, saving in implementation time and data maintenance efforts.

Progenist TrackerDesk™ bar code systems support enable companies to track tickets based on bar code system, enabling staff to quickly scan the ticket and update the ticket based on location of the bar code scanned. Progenist TrackerEnterprise™ utilizes QR Code for better accuracy and flexible barcoding systems.

Progenist TrackerReport™ includes real-time clickable graphical displays providing management with real-time instance of the operational aspects of the organization. TrackerReport™ also includes the ad-hoc reporting via its quick search template. Ad-hoc reporting allows non-technical end-users to change the data they’re seeing and the way it appears. With an ad-hoc reporting solution, users can build reports to answer their specific business questions without having to send request to report specialists.