PIIT Viper

PIIT Viper is a full featured IT Help Desk application to facilitate efficient Problem and Incident Management. As the front-line 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 engaged with all critical issues and updates.

PIIT Viper addresses the requirements of ITIL volume four, Service Operation, including the best practices for Problem Management, Incident Management and Knowledge Management. PIIT Viper leverages Stone Cobra’s integration of ITIL recommended KT Resolve methodology for rational troubleshooting & problem solving. Also integrated inside PIIT Viper is the best practice Knowledge Centered Support (KCS) utilizing Salesforce Knowledge. PIIT Viper improves first-time-fix rates, mean time-to-restore service, mean time-to-resolution and other Key Performance Indicators.