The main functions of the web-based customer service system are summarised below:

• Configuration management: This is where the components of the IT infrastructure are recorded and managed. All configuration tools have customisable attributes, changes are recorded, and version histories kept. It is possible to link these components to each other or to other components (e.g. fault reporting).
   
• Handling problems (incidents): Problems associated with the infrastructure can be reported and tracked via the uniform user interface. Each problem follows a predefined procedure (and stages). Zybex system engineers can use this platform to monitor outstanding tasks, to document jobs performed, and also to transfer the issue to another team (e.g. system engineers).
   
• SLA tracking: All reported queries and problems are assigned a priority and severity level, which the system uses to automatically determine the agreed upon SLA, i.e. the deadline for investigating and resolving the issue.
   
• Knowledge base: Previously encountered and resolved problems as well as operational experience can be compiled into a knowledge base that will assist not only Zybex system engineers but also customers by sharing the most frequently used tips and hints.
   
• E-mail management: The application can send out messages automatically (whenever predefined criteria are met), and can also automatically process incoming mail. This way, customers will be notified immediately if a change has occurred with respect to the reported issues.
   
• Built-in statistics reports: The system contains over 40 predefined reports that can be used to easily check the quality of service. Graphic reports can be used to display various trends (e.g. distribution of faults in time, etc.)