Managed Planet’s Service Desk delivers a major leap in functionality for every company because the integrated all-in-one solution reduces call volume and expedites issue resolution.
Service Desk includes:
• Asset Management
• Incident Tracking Managment
• Universal Data Connector
• Knowledge Base
• Custom capabilities
• Scheduled or On-Demand Reporting
Empower your team
Managed Planet’s Service Desk enables your IT group to spend more time fixing issues and less time tracking them.
Service Desk combines all of the ticketing, reporting and
management tasks into a powerful service desk. It consolidates these time-consuming reporting requirements so techs can quickly review outstanding issues, assess priority levels, and respond to end-users in a timely manner.
Why? We’ve been in the support trenches and had to deal with the same issues and end-users that IT groups face on a daily basis.
Service Desk was created from multiple decades of IT experience and customer feedback to help automate as many tasks as possible. We’ve been there, we are there and we understand that IT groups want to focus on the primary mission – maintaining an active support team.
Customize your service desk
Although Service Desk integrates ITIL best practices, the flexibility in the software allows your group to implement a full support system that adapts to your environment:
• Change forms or tickets easily with drag-and-drop fields
• Alert the entire company or a single end-user with notifications
• Assign access levels or SLAs based upon specific criteria
Protect your assets
Service Desk creates a corporate repository that tracks computers, printers, phones and other assets. Service Desk’s universal data connector combines information from multiple data sources into one system. Your IT team can manage and cross-reference the asset status with the ticketing system. Is a printer constantly breaking? Your team can track each incident and compare the cost of fixing versus replacing. Do you have an end-user that is constantly calling for support? Time is also an asset and you can track end-user requests in order to assess the appropriate response.
Engage your company
Service Desk delivers what most companies need – enhanced
communication between IT groups and end-users. Multiple access methods, e-mail ticketing, notifications and the Knowledge Base expand interaction between teams while reducing phone calls and voice mails. After an incident is entered, it processes the issue and
consistently submits status updates. After an issue is resolved, techs can post information to the Knowledge Base to maintain a
central reference library.
Enhance your operations
Service Desk streamlines processes and establishes service tiers for IT
support. Everyday tasks such as new hire submittals or planned
network maintenance notifications are automatically routed through the system. Service Desk can provide techs with information on both daily
assignments and time-critical issues.
End User Incident Submission/Management
Search Knowledge Base articles prior to submission
Submit Incidents to the Service Desk via e-mail
Manage Incidents so end users can review status, add notes or attachments
Routing Rules
Rules Based Auto Assignment: Automatically assign predefined work flows based on flexible business rules
(i.e., an Incident can be submitted under a particular
category, asset type/item, etc.)
Auto E-mail Notifications: Sent to the person or group when assignments are created, updated or completed
User Defined Fields
Customize the Incident forms with specific type-based information (i.e., category, asset type/item, etc.)
Add multiple fields and set positioning
Remote Control
Integrate with remote control tools: Utilize any remote control tool directly from the Incident window
Automatic E-mail to Incident Processing
Monitors or filter an e-mail account to automatically add or
update an incident from the e-mail message
Active Directory /LDAP Integration
Import Users: Easily configure filters to select which users will be imported on a schedule or on demand
Mixed-mode Authentication
Asset Management
Asset Types: Define multiple types of assets (PCs, laptops, servers, PDAs, Cell Phones, network equipment, office equipment, etc.) and their attributes
Import Assets: Import assets from external data sources with the Universal Data Connector
SLA - Incident Notification/Escalation
SLA Triggers: Apply specific criteria to Incidents
Escalation: Auto escalate/re-assign
Notifications: Automatic e-mail notifications are sent to assigned Service Desk personnel/management if an
Incident is not closed or reviewed within the allotted time
Integrated Knowledge Base
End User Self Help
Dynamic Knowledge Base Search: Automatic searches the Knowledge Base as the Incident is being edited
Incident to Knowledge Base Article Creation
Quick and Easy Knowledge Capture: Approval process allows Service Desk staff to quickly approve or create a formatted and categorized Knowledge Base article
Reporting
Built-in Reports: Standard pre-built reports are included
Report Scheduling: Send to a PDF or attach to an e-mail
Attachments
File Attachments: Easily add attachments (i.e. screen shots of error messages, etc.) to an Incident or Problem
Quick Incidents
Quick Incidents: Create custom Incident templates
Publish Quick Incidents: Publish predefined Incidents to end users
Automatic E-mail Notifications
Confirmation Receipt To End Users
New Incident Submissions
SLA Notifications
Time Management
Due Dates: Shows deadlines for Incidents or Problems
Time Tracking: Track time spent working on each
assignment by Team or Technician
Business Hours & Holidays: Define business hours to be used in Incident and Problem management
Database Support
Microsoft SQL Server 2000/2005/2008
Microsoft SQL Server 2005/2008 Express Edition
(with Advanced Services)
