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Conforming to Standards |
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The VI Service Desk helps you conform to ITIL® policies by
providing key features to ensure Service Support and Service
Delivery according to the ITIL® framework are carried out. |
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Features:
- Incident Management
- Utilize the End User Self Help Portal for a single point of entry. The complete lifecycle of a ticket is managed from within the VI Service Desk.
- Communication
- Streamlined communication. Send automatic notifications to your end users when the state of a ticket changes. All replies to notifications or emails from the VI Service Desk are stored in the Correspondence section of the ticket they are related to.
- Service Level Management
- Specify your service levels using Service Level Agreements with automated assignment, notification, and resolution times.
- Knowledge Management
- Make all solutions and workarounds viewable to your entire organization.
- Trend Analysis
- Discover your most frequent ticket classifications in addition to when and where tickets are being submitted.
- Change Management
- Handle change management requests
efficiently by using automated approval workflows. The
entire approval history is tracked within the Ticket
Audit Trail.
- Configuration Management
- Discover, track, and document changes to all of your hardware assets.
- Software Asset Management
- Track software licenses, installations,
and added/removed software on a daily basis throughout
your entire network.
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