Service Desk Enterprise
An ITIL v3 aligned ServiceDesk helps to manage the IT services and needs of an Organization of any size any Industry in conjunction to the business process defined. It helps the management to define, monitor and review the process followed by different business units/departments in executing their day to day tasks. It provides effective, informative reports to the Organization on the various aspects like efficiency of different departments, effective usage of movable - immovable assets and resource utilization in different projects.
- Recording and Logging
- Categorization and Prioritization
- Identify, register and classify the problem.
- Perform investigation & diagnosis.
- Provide workaround.
- Identify known errors.
- Resolve and close the problem
When technology changes, it mandates Change in an Organization. Proper tools Best practice are necessary for managing Change.
- Create Request for Change
- Assess and evaluate
- Get Authorizations
- Record CAB notes
- Schedule, Coordinate and Implement
- Knowledge Management Software allows you to develop a single database, to record and Share Information with Your Team. Mentdesk - Integrated Modules lays foundation for Data-to-Information-to-Knowledge-to-Wisdom - to understand the relationships between incident, service requests, problem, change, release and Configuration Management Database.
- Mentdesk Knowledge management module facilitates the improvement of quality decision making of management and support associates, by ensuring that accurate and reliable knowledge information is provided during the entire service lifecycle. Knowledge Management ensures that IT & Business service providers have adequate information to perform their jobs in an efficient manner.
- Mentdesk Knowledge Solution Managers allows you to develop enterprise-grade knowledge base, which helps you to share information from your Intranet or website, thus reducing customer support, enhancing staff productivity and eliminating time wasted searching for information across different systems such as shared online folders and paper documents.
- Mentdesk Knowledge management solution is useful for SME businesses, education providers, non-profits associations and enterprise organization
Service Level Agreement
- Create and manage the SLA for each department.
- Ability to keep SLA active for a date range.
- Active SLA can also be deactivated on choice.
- Proactively alerts on all impending Service bottlenecks, so they can be resolved before impacting service performance.
- 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.
IT ASSET MANAGEMENT
- Ability to view all the hardware details discovered over the network.
- Ability to add new hardware item and maintain the same.
- Single view of service requests associated to the hardware.
- View associated contracts for the CI item. Enables alignment of the Organization business processes and policies with the hardware asset management to ensure effective use of the assets.
- Ability to discover the Software details from all the hardware assets available in the network across different locations.
- Ability to add new Software item and maintain the same.
- Segregate active, inactive software in each system and differentiate licensed and unlicensed software
- Track all licenses expiry dates and prevent additional cost in renewal by setting an alert messages as notification
PURCHASE ORDER MANAGEMENT
- Create purchase order with approval process
- Ensure approvals before releasing the purchase order