Description: 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. 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 Cobras deep integration of the ITIL® recommended KT Resolve methodology for rational troubleshooting and problem solving. Also integrated inside PIIT Viper is the best practice of Knowledge Centered Support (KCS) utilizing Salesforce Knowledge. These leading-edge business processes are combined with YOUR custom workflow 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.