ServiceDesk Plus is a web based, easy to use Help Desk and Asset Management software whose features include software license tracking, contract management, purchase management & knowledge management functionalities. ITIL ready version is also available. The benefits of deploying ServiceDesk Plus are .
· Single point of communication for all end-user related IT support, information, questions and requests making IT communication easier and less complicated.
· Support processes are based on industry proven best practices and ensures a fast and efficient resolution of customer issues.
· Provide extensive knowledge base for common customer IT support queries that considerably reduces the support load.
· Get access to your help desk from anywhere even when you are on the move.
Major Features include :
ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure, by demanding in-depth visibility of your assets present in the environment.
Self Service Portal : End users can log in to a web based portal to submit service requests & Incidents. He can also access their existing tickets, find solutions in the Knowledge Base, and track the status of all their requests which will reduce the load of the help desk.
Service Level Agreement :
Create SLA and provide quality services in time, to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy and make sure your SLAs are met.
Knowledge Base :
ServiceDesk plus has flexible knowledge base with option to add unlimited KB articles and allows users to easily search the information. It is bundled with fully loaded features like customizable KB for end users & technicians, approval process for article submission & more.
Incident Management :
Restore normal service of operation quickly with the comprehensive incident management in ServiceDesk Plus. Report incidents easily, configure SLA, setup automation & workflows for each category of Incidents and minimize business impact.
Service Catalog :
Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.
Change Management :
Through ServiceDesk Plus change management module, provide structured and prompt handling of all changes in your IT infrastructure. It is bundled with categorizing changes, configuring CAB and workflow automation.
Problem Management :
With the ServiceDesk Plus problem management, eliminate the root cause effectively and put an end for firefighting of repetitive incidents. It includes managing multiple incidents and workflow automations.
Remote Control :
Technicians can now access any computer from anywhere in your network quickly and securely with just a web browser & remote control feature in ServiceDesk plus.
Mobile Help Desk :
Technicians can now access their tickets from anywhere, anytime using their mobile devices. It is an easy to use browser based application specifically built for mobiles catering the needs of ServiceDesk on-the-go.
Help Desk Reports :
Generate detailed reports about your Help desk performance & metrics. With the variety of reporting functionalities, analyze your help desk and take control over your assets & tickets.
· Predictable support cost
· Access to greater expertise
· Minimize headcount
. No staff development overhead
· Can be increase or decrease as required
· Easier and quicker than adding full-time or in-house personnel
· Avoid cost and liabilities of direct employees
· Access to back-up personnel in case of leave of absence