ServiceDesk has several key features to help you manage your service environment.
Table: Key features of ServiceDesk
Ready-to-use ITIL-based process modules
All ServiceDesk processes are ITIL-based, which lets you implement an ITIL solution.
ServiceDesk includes a set of high-quality, ITIL-based processes that have undergone extensive testing and development effort.
The default forms that ServiceDesk contains are process-driven rather than data-driven.
The user is not shown all of the available information for the form. Instead, the user is only shown what is relevant for the particular point they are at in the process. The user is only shown the information they need to see to move forward with the process.
This narrowing of focus helps ensure that the process is followed correctly, and makes following the processes easier for new users.
Time zone support
The date and time that appear in tickets, alerts, and emails are displayed in the appropriate time zone for the current user's location.
This time zone support allows for world-wide support capabilities and supports virtual help desks
Business hours support
Business hours support allows for accurate Service Level Agreement reporting and accurate reporting of average response time and resolution time.
Lets you define the normal business hours for your organization, which accounts for holidays and weekends.
Email templates and notifications
The email notifications, which automation rule sets trigger, keep users aware of changes to ticket status, and allow users to verify that issues are resolved.
In any process, email notifications can be used to notify the contacts that are associated with a ticket, to assign tasks, and to send alerts.
Email Monitoring monitors a specified inbox for all new and all unread emails.
Processes the emails by creating incidents or routing them to the service manager for evaluation.
Lets you set up an inbox for all new and all unread emails.
Automation rules let you configure any process that includes a service automation library. The rulesets for a process are referred to as the automation library.
The Incident Management automation library contains 13 default rulesets.
The Change Management automation library contains eight default rulesets.
You can configure routing and notification rules for specific events within the Incident Management and the Change Management processes.
For example, you use the automation rules to route (assign) incidents. You can create a rule that routes all emergency and high priority incidents to one service queue. You can then create another rule that routes all other lower priority incidents to a different service queue.
Escalation rules can be configured so that escalations are triggered when certain types of events occur.
For example, an escalation might trigger when an incident approaches the Service Level Agreement limitations. An escalation might trigger when a user has not responded to a Change Management approval task.
Lets the primary contact for an incident complete a Customer Satisfaction Survey to rate the service and the resolution.