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PIIT Viper - ITIL Help Desk
ITIL for a new Generation of IT Help Desks
Paid
- Business Need
- IT Management
PIIT Viper is a full IT Help Desk application for Problem/Incident Management. Built natively on Force.com, PIIT Viper addresses ITIL volume four, Service Operation, and integrates best practices of Kepner-Tregoe and Knowledge Centered Support (KCS).
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Showing 4 of 4 Reviews
No longer supported
PIIT Viper has released an announcement on their page that they have removed Salesforce.com as a partner and no longer have the PIIT Viper app. They are currently looking into selling the source code per their announcement.
Solid experience with impressive knowledgebase integrations
Just took a look at StoneCobra's new PIIT Viper app and it really impressed. User experience did a great job separating information spatially and with easily identifiable visual cues. There's a lot of info on the page, but you never feel overwhelmed or lost. In addition, there's an impressive amount of heavy lifting going on under the covers with their dynamic knowledgebase support that looks to be a real time saver. I also like the flexibilty PIIT Viper gives you to extend into other ticketing systems seemlessly. I'm looking forward to meeting with the team and seeing what they can do for our company.
IT loves Piit Viper
We use Piit Viper internally at Stone Cobra to track our internal IT incidents and problems. We find it rich in features and an excellent way to coordinate team and individual efforts on a variety of issues. What I like the best is that I can triage the open incidents in a few minutes where it used to take hours, and with Piit Viper nothing gets missed!
Easy to Use Help Desk Software
PIIT Viper is one of the few help desk apps that I've seen with an intuitive and user-friendly interface. The visual indicators and use of shortcuts (including the ninjas!) makes problem and incident creation to resolution flow really well. The way the app reinforces ITIL best practices combined with the coaching and assessment module allows for continuous improvement in problem/incident resolution. All this without sending the help desk agents to expensive, extended training courses!