Service Desk Software Solution

Enterprise solution for every day business which can be implemented in all types of organizations including: banks, telecom operators, energy companies, government agencies, production companies, ICT companies, etc.
It is fully compatible with ITIL v3 and ITIL v4 supporting also all processes from ISO 20000 standard including:

Management Modules

Event Management

Every user who has the role EVENT_MANAGER has access to event management. This role allows the user to update all incoming requests from other users. Event management is accessed by clicking the EDIT REQUESTS button.

Request Modules

Incident Management

Incident management is in charge of resolving applications that have the Incident classification. After logging in, the user with the role INCIDENT MANAGER has access to all requests with the Incident classification. The incident manager also has the ability to update requests as does the event manager. Clicking on EDIT REQUEST opens the same form as in the event management module where the incident manager can update the same fields. This means that the incident manager can change the classification of the report to a problem or request fulfillment if he determines that it is necessary.

By changing the incident classification, the incident manager will no longer be able to see this report. The Incident Manager starts resolving the incident by clicking RESOLVE REQUEST, after which the following form is displayed.

Request Modules

Request Fulfillment

Request fulfillment management is in charge of resolving applications that have the Request Fulfillment classification. After logging in, a user with the role of REQUEST FULFILLMENT MANAGER has access to all logins with the Request Fulfillment classification.

The Request Fulfillment Manager also has the ability to update registrations as does the event manager. Clicking on EDIT REQUEST opens the same form as in the event management module where the request fulfillment manager can update the same fields. This means that the request fulfillment manager can change the classification of the report to a problem or incident if he determines that it is necessary. NOTE: By changing the request fulfillment classification, the manager will no longer be able to see this application. The Request fulfillment manager approaches resolving the application by clicking on SOLVE REQUEST, after which the following form is displayed.

Management Modules

Problem Management

Problem management is in charge of resolving applications that have the Problem classification. After the user logs in with the role PROBLEM MANAGER, he has access to all requests with the Problem classification.

The problem manager also has the ability to update registrations as does the event manager. Clicking on EDIT REQUEST opens the same form as in the event management module where the problem manager can update the same fields. This means that the problem manager can change the classification of the incident report or request fulfillment if he determines that it is necessary. NOTE: By changing the classification to request fulfillment, the problem manager will no longer be able to see that application.

Management Modules

Change Management

After the Problem or Request fulfillment manager submits a change request further resolution takes over the change management module. There are two types of changes in the system, Normal and Emergency. The following is the sequence of events when resolving a Normal change. Emergency changes follow the same sequence with one part being skipped which will be emphasized when that part is reached.

The first step in the change resolution process is to authorize the change by the three users who have the CHANGE ADVISORY BOARD role. Only after the change is authorized can the second step start, which is the detailed preparation of the change for implementation. After the user with the role CHANGE ADVISORY BOARD logs in by clicking on Active Change Requests, the next page opens.

Management Modules

CMDB

All users with the CMDB MANAGER role have access to this module. The module allows you to create, update and delete the following items in the system.

On this page, the user can see on which physical or virtual server the application is located. It also has the ability to delete an application from the system, which also deletes the connection that the application has with the physical or virtual server. Applications can be sorted by columns Name, Description, Type, Physical server, Virtual server. They can also be searched by name. Clicking EDIT opens the application update form as in the image below.

Management Modules

Project Management

This module is only available in the Enterprise software version. Every user of the system has the possibility to access this module. The module is accessed by clicking on Projects after which the next page is displayed.

The page displays all projects created by the user or listed as a member of that project. You can also see how many milestones and tasks each project has. Projects can be sorted by columns, searched by name.

Management Modules

Risk Management

Statistics Module

Service Desk Software Solution

Event Management

Incident Management

Request Fulfillment

Problem Management

Change Management

CMDB

Project Management

Risk Management

User Stats Dashboard