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Stop firefighting and get strategic. Implement best practices from ITIL. ServiceDesk Plus implements best practices from ITIL Service Support framework.

Incident Management Problem Management Change Management CMDB - Configuration Management Database

Incident Management

Incident Management helps you helpdesk analysts log incoming requests and actively respond to users. Integrated knowledge management enables helpdesk analysts to search workarounds and solutions and make sure business goes as usual.

• Record and classify Incidents accurately
• Diagnose and Resolve with integrated Knowledge Management
• Get detailed Incident trends reports

Problem Management

Problem Management enables your helpdesk experts to analyze the Root Cause of Incidents. Resolve problems and prevent future incidents.

• File a new problem or associate multiple incidents to problem
• Diagnose related Incidents and find Root Cause of Incidents
• Define work around and solutions
• Prevent future incidents with detailed Incident trends reports
• Well modeled problem management with analysis, Solutions and implementation tasks

Change Management

Change Management helps you co-ordinate and implement approved changes with accepted risk.

• Make a detailed change plan and risk estimation
• Get change plan approved by Change Advisory Board
• Schedule the change, calendar view helps you keep the CAB members informed
• Co-ordinate and Implement change
• Roll out and educate users about the change
• Get the glitches during the change implementation in the Post Implementation Review

CMDB: Configuration Management Database

Organize and account for asset information to manage your business effectively.

• Identify and account for all the hardware and software assets in your organization
• Define relationships between assets based on their dependence
• Define and manage assets to ensure uninterrupted IT service