Support Desk Application - ITIL complaint
Please share your experience on the help Desk or support desk application to use in our IT department . It is good to have some thing with ITIL enable one
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All you really need is a basic helpdesk application that will allow you to set SLA's and have Incident, Problem and Change management. if you are a large enterprise then you'll need something that will track all your assets into a central CMDB.
Most helpdesk applications will have these as standard now days .
Most helpdesk applications will have these as standard now days .
No response recorded anymore from user
Single point of contact (SPOC) for IT interruptions
Computer or Software consultations
Tracking capabilities of all incoming problems
Problem escalation procedures
Problem resolution
Knowledge Management
Problem Management
Change Management
Incident Management
Service Catalog