Build workflow for the service desk
For those looking to ITIL as a service delivery framework, HelpMaster provides an excellent foundation as the "software/tool" side of your service initiatives.
The IT Infrastructure Library (ITIL) is an integrated, process-based, best practice framework for managing IT services. It provides guidance for creating and operating a Service Desk that provides efficient communication between the user community and the IT provider. Originally initiated to improve IT service management for the UK central government, it has become relevant to all organizations; public or private sector, large or small, centralized or distributed.
HelpMaster can help you align your business with the following ITIL processes:
ITIL Request Fulfillment
ITIL Incident Management
ITIL Problem Management
ITIL Change Management
ITIL® - "ITIL® is a Registered Trade Mark of AXELOS Limited."
Log, classify, prioritize, assign and resolve incidents quickly
via the use of templates, business rules and flexible workflow objects
Log, track and manage the underlying problems that are causing
the incidents. Link records together and resolve via the use of
the knowledge base
Plan, track, approve and implement changes within your infrastructure. Managed changes mean increased up-time and lower costs
Empower users to request services, log support tickets and provide feedback
via a slick web-portal. Includes a searchable knowledge base