Service Desk Standard

Managing the IT support activities, along with the IT asset management calls for effective IT Service Management program in an Organization. ServiceDesk is a broad approach that serves users in conjunction with all IT requirements and other services in an Organization

SERVICE REQUEST FULFILLMENT

• Ability to Create and Update an existing Service Request.
• Ability to search an existing Service Request to view and update.
• Service Request categorization, prioritization is done followed by detailed diagnosis
• Once root cause is analyzed, the same is recorded with appropriate solution and marked as Resolved
• Reports to evaluate Service Request Management are available.

AUTOMATED WORKFLOW

• Feature available to choose a suitable workflow of the configured workflows in the application for a specific department with particular incident priority.
• Pictorial representation of the workflow to depict how the incident steps through workflow steps.
• Ability to configure a default workflow for the application, department
• Option available to have a custom workflow designed and configured.

SERVICE CATALOG

• A list of IT services templates helps the users to create the service request within few clicks.
• A new joinee or any employee can create the request assigning to the right person for approvals with the help of this Service Catalog.
• It automates directing to the right department workflow tasks meeting the SLAs, notifications

TIME SHEET

• Track, Monitor, Review and Approve time spent by project team members on the project
• Flexible entry – Submit timesheets from anywhere, at any time
• Effective reporting – single view of the total time spent on the project with the breakup of time spent on individual activities within the project
• Include Tracking – Track worked hours and allocate directly to projects or tasks expediting project management and project accounting processes.

SURVEY MANAGEMENT

• Create different type of Surveys, Opinion polls with single or multiple type answering options
• Ablility to selectively activate a survey for a defined date range.
• Ability to send Survey invitation emails to all or selected employees.
• Employees who have the invitiation to participate in the opinion poll can complete the survey forms from self service portal.
• Detailed reports are made available for the feedback received that also highlight percentage of total participants who participated in the survey.

ANALYTICAL REPORTS

• Get a right aggregated view of Service Management in real-time
• Help to Measure and Monitor trends of Requests
• Monitor how each of the department is contributing to key business processes
• Helps to narrow down the improvement areas for each departments
• Ability to export reports to Excel files