OXARI ServiceDesk
Comprehensive tickets and problems management, with SLA compliance analysis.
Business and technical units 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.
OXARI
ServiceDesk
OXARI ServiceDesk allows flexible communication between the users and the IT team. The basic startup configuration guarantees quick launch of the incident management ticket registration process. You can add configuration steps, such as dedicated support lines, actual time tracking for ticket handling by engineers, and service management (SLA), in accordance with the future organization requirements. Implementing a ticketing system often means launching a knowledge base for your users (Knowledge Management) and handling approval processes (WorkFlow). The knowledge base gives users an access to dedicated articles describing standard problems or processes, along with instructions on how to solve or implement them. A comprehensive approach to decision-making processes is currently the main application of OXARI Workflow. Each access or purchase request can be individually designed and processed according to an established decision path. Electronic acceptance stages allow you to easily analyze users’ current authorizations and accesses. Thanks to its architecture, the system can be run in a SaaS/Cloud model or installed on your infrastructure. The configuration can work in tandem with a commercial database (Microsoft SQL Server) as well as with an open source PostgreSQL database in a Linux environment.
OXARI platform
core components
User management
An internal database of users and third-party companies containing information on a selected organization membership. The system supports multiple organizations, contacts, logins, and user identities. A single person can have multiple contacts, logins, and identities. The accounts created are assigned to the indicated system roles that translate into rights to system functionalities or access to a selected data range.
Roles and permissions system
The system includes a mechanism for creating internal system roles and assigning them to selected users. The role includes a set of permissions to selected interface components and to a range of available data. Integration with the organization’s structure and with user identities allows you to create a custom permission level.
System
knowledge base
The OXARI system’s knowledge base creates a working space for knowledge sharing within your organization. The application allows you to manage both public and private article databases and share them with the selected user groups. You can create any number of separated groups of articles (knowledge bases). They are most commonly used to provide technical information (use cases, application and device configurations) for end users displayed as available solutions when registering a service request.
Integrations
OXARI Asset Management Integration
OXARI Asset Management integration provides information on the assets associated with the requester. The request supervisor is given easy access to the hardware and system configuration of the workstation, as well as purchase and location information. In addition, each inventoried asset has a history of related service requests (hardware failures, repairs cost).
OXARI CMDB Integration
OXARI Asset Management integration provides information on the assets associated with the requester. The request supervisor is given easy access to the hardware and system configuration of the workstation, as well as purchase and location information. In addition, each inventoried asset has a history of related service requests (hardware failures, repairs cost).
LDAP/OpenLDAP Integration
Company’s directory service synchronisation mechanism is an integral part of the solution that reads user accounts and organisation structure information. An Active Directory connection also allows users to automatically log in to the OXARI panel.
External APIs Integration
OXARI Asset Management integration provides information on the assets associated with the requester. The request supervisor is given easy access to the hardware and system configuration of the workstation, as well as purchase and location information. In addition, each inventoried asset has a history of related service requests (hardware failures, repairs cost).
ServiceDesk as
a universal ticketing tool (not only for IT teams)
OXARI ServiceDesk also allows leveraging the ticket handling function to run a general request system. Dedicated administrative categories may address building infrastructure failures (utilities), material requirements (office equipment items), or other issues related to the daily operation of your organization. Similarly to IT requests, dedicated request supervisors are automatically notified and assigned to designated categories.
Thanks to the experience of our implementation team, you receive a tool to manage the ServiceDesk support team and provide support to users in accordance with ITIL best practices.
OXARI ITIL
ITIL is a global standard of practices providing guidelines for managing IT infrastructure and services. Its chief role is to increase the value of an 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. By design, ITIL is a set of universal solutions developed through 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 industry.
