IT Service Desk is the central component of any ITSM solution. It enables gathering of incidents and service requests and setting up processes to handle them. The complexity significantly increases in cases of managed IT services with the enhanced focus on SLA compliance and service quality.
Сomindware IT Service Desk provides a fully integrated view on all incoming tickets and enables further ticket processing though Request Fulfillment, Incident Management, Change Management and other established ITIL service desk processes.
CMW IT Service Desk serves as the single point of contact for all supporting IT teams and is pre-integrated with the Knowledge Base, CMDB and Service Inventory, Service Catalog and the social collaboration environment.
CMW IT Service Desk enables classifying and filtering of tickets and service requests by priority, urgency, criticality (Level 1 - Level 3) and other criteria. It also enables creation of custom filtering parameters as needed.
In order to facilitate ticket or service request processing, CMW IT Service Desk software provides full data on customer equipment, their services, request and incident history as well as all related communications.
CMW Knowledge Base extends the IT Service Desk with a configurable library of standard solutions for Incident Management, workarounds and known errors for Problem Management as well as collections of discussions and descriptions of default best practices.
Leveraging the advanced social collaboration capabilities, CMW IT Service Desk software provides a unified communication environment with people and subject search, history tracking as well as the “Like/Dislike” feedback gathering.
CMW IT Service Desk provides graphical and highly intuitive dashboards as well as easily configurable notifications and reporting tools that allow to track service availability, reliability and other business critical operational parameters.