Business and technical unit continuity is the greatest priority for any organization. Knowledge of current defects, service interruptions, or equipment failures allows you to effectively manage the repair process. Implementation of a request-handling system enables ongoing analysis and rapid corrective action in critical business areas. Modern IT service management systems often include a service desk as one of the tools.
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Why Choose Oxari ServiceDesk
Business and technical unit continuity is the greatest priority for any organization. Knowledge of current defects, service interruptions, or equipment failures allows you to effectively manage the repair process.
IT Service Management (ITSM)
IT Service Management definition includes a set of information related to IT systems management. According to this definition, the basic components of IT infrastructure are computer hardware and software, IT services, and all the data they process. The relationships and dependencies between these components mainly concern the customer, as an end user who is 100% dependent on the availability of business tools and IT services. In response to the customer’s needs, the ITSM system makes it possible to define the organization’s core processes, identify the people responsible for each component, and plan support for the key technologies and products.
ITIL is designed as a set of universal solutions developed leveraging the knowledge and experience gained by users around the world.
ITIL as a Set of Good Management Practices
ITIL is a global set of detailed practices that provides guidelines for managing IT infrastructure and services. ITIL’s chief role is to increase the value of your organization’s services by solving business problems, often unrelated to IT. The latest ITIL version 4 promotes services as digital solutions that provide a competitive edge. ITIL is designed as a set of universal solutions developed leveraging the knowledge and experience gained by users around the world. Each defined process or service has its roles and organization impact assigned. ITIL’s greatest advantage is that it can be implemented in any organization, regardless of the industry.
Service Catalog
The service catalog is an advanced defect category selection tool. It usually contains business services, with the detailed service descriptive parameters defined (e.g., service validity, business owner, or business continuity). The service catalog can be found in larger organizations that already have experience working with ticketing systems.
Problem management
Problem management is the problem lifecycle management process for all the problems that may occur when delivering an IT service. The primary goals of problem management are: preventing problems and resulting incidents, eliminating recurring problems, and minimizing the impact of the problems that cannot be prevented. ITIL defines a problem as the cause of one or more incidents.
Knowledge Base
The ServiceDesk module also includes a knowledge base and an announcement panel. The functionality allows you to maintain an internal or public database of solutions available to the users. Examples of technical issue solutions are presented to users as possible resolutions when they submit a new service request. An internal articles database makes it easier for administrators to solve more complex problems.
Request Queue Management in the OXARI System
You can register a new service request using a dedicated Web user control panel. The experience we gained from analyzing the needs of our clients and their ServiceDesk module implementations allowed us to design ergonomic and user-friendly interfaces. Depending on your role, the system provides a user, administrator, and manager control panel. By design, a regular office user has access to the help desk panel which is the easiest to use. To create a new ticket, you only need to specify a category (e.g., hardware or software failure) and a brief description of the defect.
The saved request goes to a dedicated supervisor or support line for handling. It is good practice for an organization to implement the SPOC (single point of contact) principle as the first line of user support. Similar incidents can be bundled into issues and handled as a single task.
Support lines and ticket queue management is made easy by a dedicated manager control panel. The current status is presented as clear and easy-to-read charts and customized reports that match individual needs. By analyzing the number of incidents over time and the most common defect categories, the team can both react quickly and make adjustments to the existing service process.
SLA: response and turnaround time
Completing the incident registration process may result in the request turnaround time determination. The time frame for resolving a defect is determined by the Service Level Agreement (SLA). The agreement specifies the response time and the turnaround time for a selected category, priority, or location. If a request is resolved within the declared time, it will be deemed SLA-compliant. Periodic analysis of request turnaround time and, therefore, SLA compliance will allow you to determine the quality of IT services provided. Reducing the time the IT team needs to respond to business systems defects and quickly fix failures minimizes the risk of downtime.
ServiceDesk implementation and configuration
With the OXARI system, you can configure the ServiceDesk module operation logic by yourself. You can also adjust the content of the control panels to the current request registration process guidelines. After the automatic installation is completed, the installed module includes a predefined list of categories, statuses, and priorities. Now you only need to create the service icon on users’ desktops to launch the ticket registration process. If you have an Active Directory service, the application enables single sign-on (SSO) and fills in the personnel database with employees’ e-mail addresses.
ServiceDesk and Resource Management
OXARI system uses remote agents to read hardware and system information from the registered computer workstations. When combined with the software analysis module and the asset management module, your IT department has a full set of information at their disposal related to the devices associated with the requests. With access to hardware parameters, BIOS, installed applications, service level agreements, and warranties, the troubleshooting time is reduced and the administrators’ job is made easier. The tools included in the Remote Management and Automation module allow for remote troubleshooting without the need to be physically present at the workstation.
ServiceDesk implementation benefits
The main benefits of implementing the ServiceDesk module are: the systemic handling of the request registration process and an increase in the standard availability level of the company services. The knowledge about the most frequently reported defects, combined with the company’s resource information, results in flexible management of the available IT infrastructure. The support center also makes it easier for users to communicate their everyday problems to support engineers. The ServiceDesk portal also provides 24/7 registration of customer service requests outside of IT department working hours.
Business and technical unit continuity is the greatest priority for any organization. Knowledge of current defects, service interruptions, or equipment failures allows you to effectively manage the repair process.
Implementation of a request-handling system enables ongoing analysis and rapid corrective action in critical business areas.
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