IT Service Management (ITSM) is a process-based discipline that ensures that IT services will continually satisfy your business needs (with a special, important emphasis placed on keeping your end-users satisfied, too.) GSTI proposes a component-based paradigm focused on end-to-end services, and drawing from several best-practices frameworks, such as the Information Technology Infrastructure Library (ITIL).
Best Practices for IT Service Management
The Information Technology Infrastructure Library (ITIL) was defined in the mid-80s by the Office of Government Commerce in the United Kingdom. It is a framework of concepts and best practices for managing IT operations and services. Its main goal is to enable an organization to implement what is relevant for its business by aligning business with information technology.
ITIL provides detailed descriptions of a comprehensive set of management procedures designed to help organizations achieve quality and efficiency in IT operations. These procedures are provider-independent and have been developed as a guide which covers all IT infrastructure, IT development and IT operations.
ManageEngine is a company that simplifies IT management with affordable software that offers ease of use for the small and medium enterprise (SME), as well as the powerful features demanded by large companies. More than 100,000 companies around the world, including three out of five Fortune 500 companies, rely on ManageEngine products to manage their networks and data centers, their office applications and their IT services and security.
ManageEngine has a large online community—their far-reaching forums and blogs have a significant impact on the IT industry.
An incident is an interruption of service. It is important to keep track of all interruptions and to document the process that is followed to restore service. Service Desk Plus does that, and more, by letting you categorize and prioritize incidents according to a matrix which can be tailored to your needs. It has fields and settings that let you document each step of the incident—from discovery and initial analysis to resolution and closure. Incidents (and their possible escalations) can be assigned manually or automatically.
The tool uses incident profiles to automatically suggest the maximum time a particular incident should take to resolve. Automatic notifications are also sent to engineers and users informing them when the status for an incident changes. Finally, there is a facility for sending out user satisfaction surveys, which is also automatic.
The goal for problem management is to minimize the impact of incidents that might affect service and to identify the root cause of incidents through analysis. To do this, Service Desk Plus facilitates the registration, categorization and prioritization of problems according to the ITIL best practices framework. It provides the means to collect detailed documentation regarding the investigation, impact analysis, root cause analysis and resolution of each problem. It also supports tying incidents to their respective logs, which allows greater visibility and traceability of IT support processes.
It is through virtualization that secured virtual desktop environments can be provided to employees who work in remote branch offices. Virtual desktop solutions increase business flexibility, simplify administration and reduce costs.
Enables control and visibility of IT infrastructure assets through the registration and management of all assets, their preferred configurations, as well as their interrelationships and dependencies. Provides a list of predefined asset types and the ability to create new ones. Updates the settings and configurations for each asset automatically.
An ITIL-compliant solution
ServiceDesk Plus helps manage your organization effectively by integrating service requests with IT assets. It implements the best practices found in ITIL in order to quickly resolve service requests.
ServiceDesk Plus is available in 23 languages, is easy to install, configure and deploy in any size organization, and conforms to industry best practices.
- Configuration Management Database (CMDB)
- Self-service Portal
- SLA Management
- Knowledge Base
- Incident Management
- Problem Management
- Automatic Network Discovery and Inventory
- Change Management
- Hardware & Software Inventory
- Service Catalog
- Remote Control
- Business Rules
- Software License Management
- Technical Support Notifications
- Purchase Order Management
- Automatic Service Ticket Assignment
- Contract Management
- Automation using Email
- Mobile Technical Support
- Active Directory Integration
- Multiple Locations
- Help Desk Activity Reports
- Password Resets
- Satisfaction Surveys
We work in conjunction with your IT staff to deliver turnkey solutions that meet your business objectives by enabling the efficient use of resources. We help you to integrate and set solutions in motion so that your IT staff can better concentrate their efforts on developing business strategy instead of spending their time with maintenance and operations.
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