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Service Desk Software

Service Desk Software:

Service Desk Software is a software that is used by IT support personnel and users of IT solutions as a single point of contact.
The software comes with pre-built ITIL templates that can standardize, digitize and transform your ITSM processes. You will be able to implement ITIL best practices for incident management, problem management, change management, and service fulfillment processes to make the service delivery standardized and agile by using this software.

Features and Benefits of Service Desk Software:

The Service Desk Software has several features that can benefit the user in many ways to grow their business. Some of these include:

  • Great visibility and central control can be provided in dealing with IT issues to ensure that businesses suffer no downtime.
  • You can reduce outages, improve agent productivity, meet SLAs, and manage the complete lifecycle of your IT tickets.
  • You will be able to classify, analyze, and take problems to closure. The root cause can be analyzed and repeat incidents in your IT can be reduced.
  • Planning, approval, and implementation can be streamlined with automated work flows. It can be ensured that there are no more unauthorized or failed changes.
  • Your service catalog can be created with custom service level agreements (SLAs) and multi-stage approvals. Better end user satisfaction and better visibility for IT can be ensured.
  • All configuration items can be tracked and managed and their relationships and dependencies can be mapped. The impact of changes and outages for informed decision making can be visually analyzed.
  • Projects can be created, resources can be managed, and progress can be tracked. IT projects can be integrated with requests and changes to fine-tune overall IT service delivery.
  • Canned and custom reports can be used to gain the right insights. The health of your IT help desk performance can be monitored using real-time and customizable dashboards.
  • It can be integrated with software that monitors and manages your networks, applications, desktops, and active directory. A 360-degree visibility of your IT can be provided.
  • Your IT hardware and software assets can be discovered, tracked, and managed in one place.
  • Asset utilization can be optimized, vulnerabilities can be avoided, and license compliance can be ensured.
  • You can streamline ticketing from request to resolution. Hardware and software assets can be discovered and managed.
  • Knowledge management can be mobilized with intuitive search and article creation on every device.
  • The change process with out-of-the-box workflows and mobile apps can be automated.
  • Predictive service management can be provided through auto-classification, assignment, and routing of incidents.
  • Users are allowed to log incidents through multiple channels including a self-service portal, web interface, telephone, e-mails and SMS. Incidents can also be raised on alarms or events from monitoring.
  • It is easier to route the incidents towards the appropriate technician or workgroup which manages them as they can be categorized based on the Service, Category.
  • Tickets can be automatically assigned to technicians based on workload, specialization, location etc. and priority can be either manually assigned or automatically based on a matrix using urgency and impact.
  • As repeated incidents can be identified by the automation and analytics features of the software, it enables you to raise a problem ticket with its associated category.
  • A Root Cause Analysis can be done to investigate the problem and a work-around suggested and a Error can be published.
  • Change management and a change ticket is opened associated with the problem for resolution.
  • A self-service portal and a knowledge base can be provided which allows issues and solutions to be captured and searched.
  • The software has a Service Catalog to hold the directory of services from which users can select any service.

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