Self Service Portal
The Self-Service Portal
provides end-users with
the ability to log
requests and track
progress in real-time.
The Portal also allows
the end user to search
the knowledge base for
solutions and self-help
guides to resolve their
issue without contacting
the support team
directly.
Service Catalog /
Request Management
InfraDesk provides the
ability to publish a
catalog of common
requests for IT and
non-IT services. Service
Catalogs leverage the
routing capabilities,
approvals, service-level
management and other
features within the
application necessary to
fulfill a request.
InfraDesk's Request
Management module
enables users to submit
requests and report
issues via email or the
web.
Incident Management
InfraDesk includes an
ITIL-based Incident
Management module, with
pre-packaged workflows,
which will allow you to
identify, register,
prioritize, categorize
and track Incidents
reported to your Help
Desk.
Problem Management
InfraDesk includes an
ITIL-based Problem
Management module to
help you identify the
underlying cause of
service issues and
effectively implement
corrective action to
prevent recurrences and
eliminate the impact of
these issues on the
business.
Change Management
InfraDesk includes an
ITIL-based Change Module
that allows your Help
Desk to evaluate,
prioritize, plan, test,
document, and implement
change requests
throughout the
organization.
Configuration
Management - CMDB
The CMDB within InfraDesk
is considered the
cornerstone of IT
Service Support,
providing a centralized
view of IT data that is
essential to delivering
consistent, reliable,
effective, and efficient
service to your business
customers.
Knowledge Management
InfraDesk's Knowledge
Management module
improves the quality of
decision making made by
staff, and management,
by ensuring that
reliable and safe
information is available
to resolve service
issues.
Service Level Management
InfraDesk provides the
ability to define
service targets and
thresholds to
effectively manage
service level objectives
and ensure the highest
level of customer
satisfaction is
achieved. Help track
compliance using
automatic escalation and
assignment rules based
on violation of
pre-defined thresholds.
Customer Surveys
InfraDesk includes the
ability to perform
Customer Surveys to both
internal and external
support customers.
Multiple surveys can be
designed for different
customers or departments
and set to appropriate
recipients based on
custom schedules set by
you.
Communications Management
InfraDesk enables you and
your team to communicate
with internal and
external customers via
web submittals, email
and phone.
Communications
Management in InfraDesk
provides a very
consistent and
professional mode of
messaging from your
Service Desk to your end
users and customers.
Integration
InfraDesk enables integration with third party applications and service providers through the following integration engines:
- XML Integration Engine
- Web Services Engine
- Bi-directional Email Engine
