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Aegis Service Desk

Aegis Service Desk is an ITIL based service management system. Aegis Service Desk fully supports the ITIL standard within an IT service environment. Comprehensive service management processes are fully integrated in the single application, ensuring seamless workflow between processes.

In the past, many IT organizations were internally focused and concentrated on technical issues. These days, businesses have high expectations towards the quality of services and these expectations change with time. This means that for IT organizations to live up to these expectations they need to concentrate on service quality and a more Customer oriented approach. Cost issues are now high on the agenda as is the development of a more business like attitude to provision of service.

Aegis Service Desk focuses on providing high quality services with a particular focus on Customer relationships. This means that the IT organization should provide whatever is agreed with Customers, which implies a strong relationship between the IT organization and their Customers and partners.

Aegis Service Desk delivers cost and process efficiencies through best practice standards.

Use the program as supplied or change it to work your way. Set up your own databases, the way you want them. Change your view of information, define field names and attributes, attach a list box to a field and use the form designer to design your own forms. Each field is fully configurable.

The following ITIL processes are fully integrated:

  • Incident Management
  • Problem Management
  • Change Management
  • Configuration Management
  • Service Level Management
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Aegis Service Desk

Form Designer

Use the form designer to design multiple forms. This allows different users to use different forms depending on their skill levels. You can also define different forms for your clients, suppliers, resellers or 3rd party providers. You can then assign the forms to them for web access.

All forms created can be used on the web. The most common use for this is to create a form with only a minimal number of fields (for example a problem description field) for your client so they can log calls via the web using AegisWeb.

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Field Properties

Field properties allows you to change field names, specify default values, specify whether a field is compulsory, attach a list box (look up) and whether values entered for a field must exist in the list box.

Aegis provides you with a standard set of default field names. You can use the field properties option to customize each field to suit your requirements.

You can also define the field properties at the form level. This allows you to customize different default values for different forms. The field property option overrides the form field properties. If you want to use different default values for different forms, define the defaults at the Form Field Properties level.

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Service Level Agreements

Service Level Agreements are a contract between a supplier and a customer. It defines agreed service level expectations that will help a customer conduct its business in an optimum environment. As such, penalty clauses are often associated with such premium services. In order for a product or service provider to manage to service level agreements, mechanisms must be employed that will provide automatic alerts or notifications that will serve as signs for potential service violations. By collecting information on service level performance, providers can improve on efficiencies over time.

Technology from Abacus Systems can help businesses manage service level agreements. The SLA feature in Aegis is completely configurable and allows you to define the following SLA Types:

  • Initial Response
  • Subsequent Response
  • Response Type
  • Assign
  • Closed

When an SLA is breached or about to breach, you can notify someone and update the incident record. For example, if the breach status is 2 Hours to Breach, providers can change the Priority on the Incident record from Low to Medium and send a notification to a user or user group. This gives you complete control on SLA notifications.

The SLA capabilities provided by Abacus Systems also enables providers to define an unlimited number of Client SLAs. This will be used to escalate incidents to specific client’s requirements. This flexibility enables SLAs to be defined to various client requirements, such as a SLA to cover Network Support and another to cover Applications Support.

Our reporting mechanisms provide for tabulated and graphical representation of SLA Breach Status for a given month or any period of time defined.

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Web Access

Log calls via the web. The web front end can be accessed by your staff and clients and can be used together with the Windows version of Aegis.

Use the web front end to provide your external clients with a self-help facility and reduce support calls and cost. Give your clients the ability to log and view their own calls, search the knowledge base and view FAQs via the web without them calling your support center.

You can create different forms for different clients depending on how much detail you want them to see.

You can also define record templates for quick data entry. For example, you can create a template to Reset Password which is one of the most common support requests.

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Automatic Notifications

Automatically notify clients and internal users (technical support staff) of any changes. With automatic notification, nothing falls through the cracks. You can also customize the message being sent by inserting system directives, fields from the database and any free form text. This allows you to create a more personalized message for each notification type.

Two levels of notifications are provided; record level and field level notifications.

  • With record level notification, you can define the appropriate clients and users to notify when a new incident is added, edited, copied or deleted. The notification is based on changes to a record.
  • With field level notification, you can define the appropriate clients and users to notify when a field is changed or when a field equals a defined value. The notification is based on changes to a field on a record. For example, you can automatically notify the QA team or client when the status of an incident is Resolved or notify the user to whom you allocated the incident to for resolution.
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Use workflows to automatically assign or reassign calls to a support consultant or a user group. For example, if Call Type is a Network Problem, you can assign it to the Network Resolver Group. If Call Type is Application Problem, assign it to another group.


Triggers allow you to create tasks and responses when an incident is added or edited. This allows you to automatically create a list of tasks and/or responses to be completed or addressed.

For example, if a new incident is added for “New Staff”, you can add a list of “tasks” that need to be performed such as set up PC, connect a new phone, order furniture etc. This is completely configurable based on the record type.

You can also add a response automatically when assigning a call to a user. This feature allows you to change the Status of the incident record. For example, when you assign an incident to the user, you can automatically change the status of the incident to Assigned.

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Reports & Dashboard

Print a variety of reports. For example, how long it took to resolve an incident, how old an incident is, when the last response date for an incident was, the estimated, actual and variance of time and cost for each incident. You can also select the fields you want printed; specify a filter to select the required records and how the report should be sorted. This feature gives you an unlimited view of your data.

Easily e-mail reports, knowledge base and FAQs to internal staff or clients.

A report designer is also included. You can create unlimited reports based on your own requirements.

Dashboards allow you to monitor and analyze your service desk performance and deliveries via key performance indicators (KPIs).

You can define up to two gadgets on the dashboard and they are fully configurable by each user if they have the appropriate security.

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Charts & Statistical Reports

Aegis provides you with a powerful charting facility. You can create unlimited number of distribution and trend charts, which can be saved and reused anytime. Combine this with the filter facility and you have unlimited views of your data.

Use charts to extract trend and distribution information from the incident database and present the results in a compact, attractive, easily assimilated form.

Use Job Statistics to show how many incidents are added, closed or escalated for a predefined interval.

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Call Queues

Use Call Queues to quickly view who is working on what in tabular and graphical form. Support consultants can also pick up calls from the queue.

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As your database becomes bigger, it can be difficult to locate the records you are interested in. For example, you may want to look at incidents that have not yet been allocated or incidents reported by a particular client. If you have hundreds of thousands of records, it is extremely inefficient to try and browse through the database looking for these incidents.

Filters allow you to select the records you want. You can filter by any field or combination of fields. Several predefined System filters are supplied and you can add your own if you have the security to add filters.

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Views allow you to select specific fields to be displayed on the grid on the main window. You can define an unlimited number of views.

The grid on the main window displays all the views you have defined and are specific to each database. When you open another database, it has its own set of views.

If you regularly want to see a particular arrangement of columns on the main window, then you can define the view you want and recall it at any time. For example, if you are a programmer you might want a View that shows you the main information you are interested in and suppresses the rest. You might use this view with the incidents sorted by Priority, so it would be logical to make Priority the first column. This might be followed by Incident No., Status, Severity, Client and Overview.

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Cell Styles

Cell Styles allow you to highlight records based on the value of a field. For example, if Priority is Low, set the color to green, if High, set it to red. You can define unlimited number of cell styles and link them to filters, views and sort fields.

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Knowledge Base

A fully searchable knowledge base with resolution history is included. You can automatically create a knowledge base from the records you have added. Over a period of time, you can build up a knowledge base of common problems and also a resolution history.

Resolve incidents quickly using the fully searchable knowledge base with resolution histories.

Draw on the knowledge of all team members.

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Create and maintain your FAQs. This can be published on the web for users/clients to search.

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And Much More...

  • Estimate the time and amount spent for each incident and let Aegis Help Desk calculate the actual time and amount spent. Track the total cost and time spent to resolve a problem.
  • Track how a call will impact on other areas and schedule tasks to be performed before work commences on a call or after it is resolved.
  • Track parts used to resolve an incident and the total cost of parts used.
  • Attach an unlimited number of files to each call. You can also attach files in the web version and view attachments
  • Define your help desk support hours and let Aegis calculate the actual elapsed time.
  • Scheduled call backs for client follow up.
  • Interface to external e-mail systems.
  • Broadcast messages via e-mail to your clients or internal users. You can also merge data from your database to create a personalized message. You can also include attachments in the e-mail.
  • Full security control.
  • Record templates, auto complete and populate options for quick and accurate data entry.
  • Unlimited number of databases.
  • Data import and export.
  • Group update and delete.
  • Configurable audit history.
  • Create unlimited user groups.
  • Define your own list boxes and values (lookups).
  • Spell Check.
  • Product inventory.
  • Track competitors.
  • Track cost centers, custodians, lessors, locations, manufacturers, service providers and suppliers.
  • Track staff training history.
  • Define internal and external charge rates for costing.
  • Reminders to remind you of due dates or other important dates.
  • Copy record to clipboard.

Optional Add-On Modules

The following optional add-on modules are available for Aegis Service Desk.


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Service Desk, Help Desk, Defect Tracking, ITIL & IT Service Management (ITSM) Solutions