Service Desk
| Features | Advantages | Benefits |
|---|
| Incident and Problem Management |
Supports the prioritization of fixing the end user’s problem over root cause analysis |
Increases service levels and employee productivity. |
| Ticket templates |
Allows work order fields to be pre-populated with information found in the service request. |
Saves time and reduces errors. |
| Browser based End-user interface |
Provides an easy-to-access, user interface to submit tickets, view updates and search solutions. |
Lowers costs by creating more self sufficient end users. |
| Searchable solutions |
Provides quick access to solutions for specific service requests | Helps build the internal knowledgebase that will shorten the time to resolve problems |
| Email listener |
Efficiently processes inbound emails into service requests. |
Provides users an easy way to communicate with the service desk. |
| Based on leading standards-based technology |
Provides a web-architected platform built on J2EE with advanced business process management, based on SOA, web services and XML. |
Open architecture that integrates easily with other business applications in the enterprise. |
| Built-in Configuration Tools |
Allow users to quickly and easily make changes to their workspace, user interface, workflows, reports and more. |
Reduces costs by allowing users to make customizations rather than requiring programmers to get involved. |
| Extensive use of meta data |
Separates customizations from the code itself |
Allows customization and changes to be kept during upgrades to new release lowering costs. |
Service Catalog
| Features | Advantages | Benefits |
|---|
| Publish IT service offerings |
Provides users information about what services are available to them |
Increases service levels and employee productivity. |
| Searchable service offerings |
Provides quick access to service offerings |
Helps shorten the time to find available services |
| Ability to provide cost information for service |
Associate cost to your IT service offerings |
Helps users understand costs and manage consumption |
| Service entitlement |
Service catalog entries can be provided based on a group or business unit |
Richer catalog with service offerings targeted to different users. |
| Flexible Offering Definition |
Simple maintenance of complex catalogs |
Reduces costs to deliver similar services offerings. |
| Service Definition Templates |
Provides templates for common service items. |
Lowers costs by speeding catalog development. |
| Job plan template |
You do not have to enter the same information every time you create a work order for similar work |
Lowers costs by improving re-use of information. |
