Scriptlogic Help Desk Software: Point, Click, Done
ITIL Service Desk
Implement ITIL Service Desk Practices Using Help Desk Authority
Transition a traditional issue-based support system into an ITIL best practice service desk.
ITIL – Aligning IT and Business
An increasing number of companies are considering ITIL best practices to achieve increased efficiencies between their IT Operations and their business procedures. While ITIL offers a broad framework of recommended procedures, check lists and tasks, this framework can be tailored or scaled to meet a company’s unique business requirements.
Help Desk Authority’s flexible feature set helps companies implement ITIL best practices including:
Service Desk Management
Goal: Effectively manage service operations within an organization
While the help desk or service desk provides a function within an organization, Help Desk Authority provides the tool to effectively manage the organization’s service operational processes. The service desk becomes the central single point of contact for both technicians and end users to communicate through the service operation process.
- Receive service requests via multiple sources (email, calls, web)
- Process and route requests from first to third level support
- Escalate incidents according to custom-defined criteria
- Track service requests and incidents with an auditable history
- Communicate status updates to all affected parties including end-users.
Incident Management
Goal: Increase first time call closure rates and accelerate incident resolution times
Incident management allows for a company to rapidly return to normal service operations after an event that either interrupts or reduces service levels.
Help Desk Authority effectively manages the incident lifecycle through the creation, analysis, resolution and closure of incident records.
Help Desk Authority’s feature set for Incident Management includes:
- Auto Issue Escalation
- Self Help Utility
- Priority Status Labeling
- Mandatory Time/Date Stamp
- Classification of Incidents
- Audit Log of Tickets & Resolutions
- Free Text Descriptions
- Incident Templates
- Knowledge Management and Resolution Scripts
- Link Related Incident Tickets
- Batch Incident Closure
Problem Management
Goal: Proactively prevent problems
Understanding the root cause of a problem can help you prevent further occurrences. Help Desk Authority helps you link multiple issues to the root cause of a problem allowing you track and resolve the source of the problem. You can then analyze the history of incidents and come up with solutions that eradicate weak areas and prevent further issues from happening in the future.
- Link related problem tickets
- Attach resolutions to tickets via the knowledgebase
Change Management
Goal: Standardize processes and minimize business risk
Standardizing methods and procedures in its simplest form saves time. When it comes to IT, ensuring that procedures are handled properly and efficiently can reduce the risk of interruption of services and related incidents. Help Desk Authority’s flexible issue templates and linked issues can be set up to help you manage the various steps required to have effective change management.
- Create custom issue templates
- Link related issues
- Automatically notify personnel when items are due or are completed
Access Management
Goal: Enforce IT Security through Access Security
ITIL offers process guidelines for Access Management. This includes how to grant authorized users the right to use a service, while preventing access to non-authorized users. Help Desk Authority provides tools for Access Management through:
- Active Directory Single Sign On
- Self Help Password Resets
