ITIL® for a New Generation of IT Help Desks

PIIT Viper is a full featured IT Help Desk application to facilitate efficient Problem and Incident Management. As the frontline tool for the IT Help Desk, PIIT Viper focuses on the speed and proficiency of managing Incidents to restore normal service operation as quickly as possible. Preventing the recurrence of Incidents using robust Problem Management improves Help Desk service levels. Advanced root cause analysis and problem resolution techniques allow Known Errors to be documented and proactively communicated. Instant mobile device notifications keep your IT Help Desk engineers engaged with all critical issues and updates.

PIIT Viper addresses the requirements of ITIL® volume four, Service Operation, including the set of best practices for Problem Management, Incident Management and Knowledge Management. PIIT Viper leverages Stone Cobra's deep integration of the ITIL® recommended KT Resolve^SM methodology for rational troubleshooting and problem solving. Also integrated inside PIIT Viper is the best practice of Knowledge Centered Support (KCS^SM) utilizing Salesforce Knowledge.

These leading-edge business processes and your custom workflow are combined to improve first-time-fix rates, mean time-to-restore service, mean time-to-resolution and other Key Performance Indicators for IT Help Desk excellence.

Award Winning User Experience Design!