Help Desk and Service Desk solution

Since business is presently relying more and more on services delivered by IT systems, the amount of requests sent from end users to IT department is increasing. IT systems are increasingly more complex and their management is ever more demanding. Service desk and Help desk tools provide high quality management of IT services, processes and assets.
 
Help desk solutions serve to facilitate Incident Management process:

• all user requests are channeled and registered at one central place,
• incidents are automatically allocated to individuals or groups,
• it is possible to monitor solving of incidents through request statuses and lifecycle stages
• notifications and escalations are created per requests,
• self-help knowledge base is available,
• there are pre-defined and custom-made reports about efficiency of service delivery and user satisfaction.

 
Service desk solutions, besides Incident Management, provide execution and integration of other processes:

• Problem Management - process of identifying the cause of recurrent incidents
• Change Management - process of tracking/managing changes
• Asset and Configuration Management - process of managing assets and equipment configurations including their connections
• SLM (Service Level Management) – monitoring the level of delivered service

 
Business benefits of Help desk and Service desk solutions:

• IT department efficiency increase
• High quality of IT service delivery
• Better teamwork
• More effective communication with end users
• IT service management and delivery cost reduction
• Improved IT equipment management and control

 

Products BMC Software Track-It!

References Hrvatski državni arhiv