Products :
Mentdesk IT Service Management is a flexible and robust solution that can be deployed via Purchased On-Premise, Subscription On-Premise and Cloud Subscription, with the portability to switch. It is simple, yet comprehensive; highly configurable ITSM Suite developed in alignment with the ITIL best practice framework to manage the entire service life-cycle across. We offer an integrated and modular solution that is designed to support all types of customers be it be SMB, SME or Enterprise.
Benefits
- Choose between On-Premise or On-Demand (SaaS) Offering, as per your convenience.
- Faster Implementations, you can get you up and running from day one.
- Reduce IT support costs through self-service and user feedback using surveys.
- Enhance staff productivity and consistency by automating processes, policies, procedures & tasks.
- Eliminate recurring incidents through embedded problem & knowledge management processes.
- Guaranteed Reduction in support Costs & Reduce Your TCO Access to all modules in an integrated manner.
FEATURES
- Single and Multi-Tier Account Management support
- Ease of Customization and Administration without programmers
- Comprehensive Service Catalog to support Incident or Request Models
- Automatic Ticket Dispatch with Business Workflow Automation
- Automatic email to ticket conversion
- Integrated with Active Directory, MS Exchange, any third party application
- Service Level Agreements can be defined, monitored for compliance, and tracked for performance
- Predefined templates for recurrent incidents
- Customizable thresholds for automated escalation
- Built in reporting and configurable Dashboards
Change Management :
- Automates changes processes and supports core ITIL best practices.
- Supports workflow best practices and/or ITIL for emergency, normal and preapproved
- changes.
- Facilitate the recording and storage of Request For Change ( RFC ).
- Customizable workflow features for approvals, assessment, and schedule.
- Automated notification of RFC's to appropriate person(s) when change status is updated.
- Document back-out procedures, installation and turnover documents within the RFC.
- Easily identify the affected CIs whenever a change is made to a particular CI and relations
- can be displayed in a graphical manner.
- Supports Routing of RFCs to the appropriate authorization bodies like Change Advisory
- Board (CAB).
- Plan the change with necessary roll-back plans.
- Monitor the change request life cycle.
- Capability for scheduling changes.
- Auto-assignment, workflow, intelligent routing.
- Can auto create task records for a specific change record, for separate assignment to an
- individual or a group.
- Approval workflow supports following:
- Ability to automatically send approval requests to designated approvers based on
- change type.
- Ability to record approver responses.
- Ability to change status, if approval criteria met.
- Ability to have multiple approvers in sequential or parallel manner.
- Have CAB Approvals.
- Ability to record Risks associated with Change and perform complete risk assessments
- before the change.
- Allows recording of impact assessment information such as, embedding of attachments
- Related to financial/business/technical reviews.
- Provide an interface for planning and scheduling of all tasks and personnel associated
- with change.
- Supports "preapproved changes" from a list of predefined templates with prepopulated
- content, such as categorization, summary text, etc.
- Supports recording of Change schedules for build, testing, and implementation.
- Record change policy and back-out procedures within the Change record.
- Supports the planning, management and successful rollout of approved changes using
- Release management.
- Change workflow can record release activities for transfer of rollout plans in release
- records.
- Can promote one or more RFC(s) to a release records, with corresponding notifications.
- Can create RFC, from an incident/problem/known error record, and automatic population
- of the RFC content.
- Can restrict changes, during change blackout dates.
- Can relate post implementation incidents and problems resulting from an implemented
- change.
Purchase Order Management :
- Manage the complete life cycle of a Purchase Order from a single window with a structured delivery and approval process.
- Maintain a comprehensive product catalog, Create a vendor catalog and associate the products supplied by each vendor with price, warranty, and maintenance details.
- Track all the invoices and payment details for each PO.
- Help IT managers stay informed on the invoices, payments, and PO status with automated notifications every step along the way.
- Communicate with vendors on placing orders and, locating POs, statuses, invoices, and payments from within the PO.
- Automatically convert the received products as IT assets from within a PO and avoid duplicate entries of assets in your IT inventory with the Reconcile feature.
- Create custom reports to analyze PO trends, track supplier contracts, manage your IT budgets, and monitor the health of your supply chain.
Mobile Access :
- Supports all essential Service Desk Operations for employees, customers and support agents: displaying, creating, responding, leaving notes, providing resolutions and closing tickets.
- Search Knowledge Base
- Managers can make approvals of service requests.
- Feedback Surveys.
- Integrated with Workflow Engine for ticket escalations.
Reports :
- Paramerterized Reports
- Graphical & Tabular Reports
- Reports Schedular
- Easily customization and configurable
- Daily, Weekly, Monthly Reports
- Reports can be accessed on anytime, anywhere, from any Devices
- List Reports can be exported to Excel, CSV, XML formats