Service Desk Management
Integrated Service Desk Management for Process and Incident-based Support
Providing high quality user support is a top priority for most IT organizations. But often, complex software solutions requiring integration with other systems, can limit results, leading to dissatisfied users. The K1000 service desk, unlike traditional IT helpdesk software management packages, provides an easy-to-use, comprehensive appliance-based alternative, which is fully integrated with the K1000 asset and configuration management capabilities. It offers advanced functionality to help automate repetitive management tasks as well as providing incident management as user or system problems arise. This integrated approach to process and incident management reduces errors and manual efforts while assuring high service levels and improved end-user satisfaction. The K1000 service desk leverages the K1000 as an efficient central configuration management database (CMDB).
The K1000 is a pre-integrated appliance, with all functionality available from a single UI and all data pre-integrated. The K1000 functionality uses a CMDB, allowing service desk personnel easy access to context sensitive information across key modules such as computer inventory, configuration management, patch management, remote administration, and reporting and asset management. Users can easily move from K1000 service desk to problem analysis in inventory management to resolution in configuration management. Further, all activities and impacts are tracked, ensuring easy benchmarking of service levels and auditing for compliance.
K1000 service desk includes the ability to set up multiple support queues and configure process-based rules to govern the flow of tickets, whether they are incident-based or process based. Tickets are also completely customizable, searchable and sort-able, allowing users to take control and improve first time call resolution. Ticket queues can be pre-defined based on skill sets, location, and distributed by owner workload in order to ensure appropriate service levels can be met. Ticket assignments can be automated based on hierarchical categories, and escalation notifications generate e-mail alerts if tickets are not promptly addressed. Pre-packaged best practice rules are included and focus on automating ticket status transitions -making it easy to improve responsiveness to user input. Tickets can be set up with parent-child relationships to automate closure of dependant tickets and add structure to related tasks required to complete prior to closure of an umbrella work order. Permission based access to approval fields helps administrators govern and track process completion. Further, the K1000 tracks the ongoing service process, including reporting changes in ticket status to appropriate parties.
Service Desk Customization
K1000 service desk is fully customizable to each organization's unique requirements and processes. Fields, field values, defaults, escalation rules, e-mail notifications, queues, workflow rules, and the incident list and detail views can all be customized. The K1000 allows unlimited custom fields for service desk tickets and also supports new additional field types.
Service Process Management
The K1000's service process management capabilities allow organizations to define and manage standard, repeatable, tasks, such as new employee on-boarding, which can be created once and then reused each time the service task is repeated. The K1000 supports and simplifies the management for these sometimes complex processes. Unlike traditional incident-based activities that are one-time unique events, service processes reoccur and often have complex and interdependent parent-child task activities that may have a preset sequence and require approvals throughout the end-to-end series of defined actions and activities. The K1000 allows for initial task creation using pre-defined sample tasks out of the box, as well as a user-driven wizard for modifying existing or creating new service tasks.
IT organizations invest significant time and effort managing user and system incidents to insure high quality service to their user community. Using the power of the K1000 service desk, IT organizations can improve their incident management by leveraging the sophisticated ticketing system and policy-based workflow, which is integrated with the rest of the K1000 asset and configuration capabilities.
The K1000 makes it easy for users to submit support requests by email or through the user portal so that they can log their first request in seconds. Integration with Active Directory/LDAP to regularly import users provides for secure user authentication. The portal then allows users to access a flexible knowledge base, see hardware and software inventory information, install IT controlled software packages and raise and view support requests.
The portal’s knowledge base rating feature allows users to rate knowledge base articles for usefulness. Users can collaboratively rank and view articles in the order of usefulness or number of views. In addition, an integrated, automatic and configurable customer satisfaction survey is also part of the K1000 service desk and further enhances the user experience with the portal.
K1000 reporting allows tracking of service desk performance and responsiveness to business needs. Pre-packaged K1000 reports and an intuitive ad-hoc reporting wizard make it easy to gain visibility into task and incident resolution times, ownership and overall service desk workload. The ticket archiving feature allows archiving of K1000 service desk tickets for compliance audit and other purposes. Users can configure the setting to turn the feature on or off, and can specify how long the tickets should be retained before they are deleted.