Incidents and service requests
Classify inquiries and requests, and manage SLAs, ownership, and approvals.
ServiceDesk Plus
Operations Support
We take over your active ServiceDesk Plus environment and continuously maintain service requests, approvals, assets and CMDB, knowledge, and reports.
PLATFORM OVERVIEW
Manage IT services and asset information in one service desk.
ServiceDesk Plus combines ITSM, IT asset management, and a CMDB to support daily service delivery.
Problem and change management
Link recurring incidents and changes, and track lasting corrective actions and implementation progress.
Assets and CMDB
Connect endpoints, software, and configuration information with service desk activities.
COMMON CHALLENGES
For ServiceDesk Plus environments facing these challenges.
As regional teams grow and requirements change, forms, asset records, and knowledge articles need regular updates.
More request types
Changes to templates, approvals, and automatic assignment cannot keep pace.
Outdated asset information
Differences among physical devices, users, and registered information have not been reconciled.
Knowledge is not used
Articles exist, but outdated categories and content make them difficult to find through search.
ADVANGE SUPPORT
3 frequently requested operational services.
Our ITSM workflow support helps regional teams maintain consistent processes while accommodating agreed local approval requirements.
Requests and templates
Add or change input fields, approval paths, automatic assignment, and notification rules.
Asset and configuration information
Review differences from physical devices, users, status, and software information.
Knowledge and reports
Improve article classification and maintenance, and report on SLAs, volumes, and backlogs.
Single Point of ContactIntake, troubleshooting, and progress management
CUSTOMER
Customer
Business requirements, priorities, and approval of production deployment.
ADVANGE
Operations team
Impact analysis, configuration, testing, and documentation updates.
PRODUCT VENDOR
Coordination as needed
Product defects, specification confirmation, and official support.
Frequently Asked Questions About ServiceDesk Plus
Answers to frequently asked questions about ServiceDesk Plus.
Incidents and service requests Classify inquiries and requests, and manage SLAs, ownership, and approvals. Problem and change management Link recurring incidents and changes, and track lasting corrective actions and implementation progress. Assets and CMDB Connect endpoints, software, and configuration information with service desk activities.
Requests and templates Add or change input fields, approval paths, automatic assignment, and notification rules. Asset and configuration information Review differences from physical devices, users, status, and software information. Knowledge and reports Improve article classification and maintenance, and report on SLAs, volumes, and backlogs.
More request types Changes to templates, approvals, and automatic assignment cannot keep pace. Outdated asset information Differences among physical devices, users, and registered information have not been reconciled. Knowledge is not used Articles exist, but outdated categories and content make them difficult to find through search.
ITSM Operations Support Combine tool configuration and service desk operations through one ITSM support service. itsm /solutions/itsm.html
Tell Us About Your Current ServiceDesk Plus Configuration.
Developing the Right Solution Together
Start with the operations you need, such as configuration changes, assets, and knowledge management.