Helpdesk software specifically designed for IT support services. Includes all the features of sitehelpdesk for service requests and incident management plus the practical application of other ITIL service management recommended features without slowing your service delivery.
sitehelpdesk-IT is designed for an internal support service. Review the features of sitewebdesk if you want to apply the same ITIL disciplines to external customer IT services and support.
Integrated CMDB
The Configuration Management Database records are fully integrated in the helpdesk.
- Views of associated Hardware records from calls and change requests.
- History of hardware incidents and changes.
- Configurable data collection for each Configuration Item (CI) type.
- Audit logs of HW reassignments and relocations.
- Attach related documents to Configuration Items.
- Maintenance schedules, requests and warranty returns tracking.
- Disaster Recovery record keeping requirements of ISO 27001.
- Insurance valuation reports and third party contacts.
- IP address and floor port patching registers.
- Integrated stock module for loans of inventory and issues of consumable items.
- Stock module reorder notifications and full history tracking.
Change management
Manage requests for change (RFC) to the IT infrastructure to minimise the impact of change related incidents.
- Integrated change and release management.
- Highly configurable terminology and extra fields.
- Change templates for rapid entry.
- Link RFCs to control large projects.
- Attach files and include images.
- Email notifications of new RFCs and updates.
- Full audit history of event updates.
- Allows multiple approvals (or declines) by Change Board and Managers.
- Linked to incidents or requests and related Inventory items.
- Allow staff to log and track their own RFC.
- Integrates with EMLmonitor for incoming email replies to be added to events.
- Set tasks and workflows for RFC Types.
Problem management
Decrease the number of incidents by pre-empting and resolving the errors, identifying trends and reporting on them.
- Flag incidents as problems.
- Commit to problem management for resolutions.
- Manage problem resoluton progress.
- Add attachments.
- Known error work arounds available in knowledgebase searches.
- Associate to multiple incidents automatically through KB.
- Link tickets from service management and problem.
- Limit access to problem managers
- Auto close incidents when problem resolved, with notifications.
- Highly configurable with extra fields.
- Trend analysis from call tickets.
- Charts and reports.
Read our customers case studies on how
sitehelpdesk-IT helped them achieve service
excellence:
Score Group PLC achieved ISO 27001
ISMS (information security management
system)
certification.
Preston City Council won the National
Computer Centre's award for customer service.
Northstone (NI) Ltd achieved
Sarbanes-Oxley (SOX) compliance.
All this and more at an unbeatable price
Integrates with Microsoft System Management Server (SMS)/System Centre Configuration Manager (SCCM) for complete life cycle control of your assets
All our helpdesk solutions integrate with SLAmonitor for enhanced SLA calculations and notifications, and with EMLmonitor to convert incoming emails to tickets. These modules have a number of other useful features.
