ServiceDesk Plus - HelpDesk Software with Asset Management
In this article we will not describe all the features and functionality of a ServiceDesk Plus because this is not or purpose to do it. We decided to write few words about this software as it doesn't require fat client as HP OpenView Service Desk does. Today more and more services are available through an ordinary web browser and ServiceDesk Plus is a great example of a Help Desk software working via web-browsers. Web interface is much more useful for end clients and supporting groups. In the one hand end users don't have to install huge applications (clients) in order to send a ticket (it is worth to add that fat clients are very often dependent on 3rd applications / libraries like e.g. Java or visual basic libraries). It is worth to underline that simplicity in ITIL is a key. If the user is not allowed to send ticket because he or she doesn't have Java runtime installed he might get very frustrated or even aggresive. That's why accessability via web-browser should be taken into consideration when deciding which HelpDesk software is to be deployed.
In the other hand supporting groups can be sized to minimum because web server can be located in one place / one data center and supported globally by one group. Having thousands of users getting to the system via web-browser the most important is to keep application server running, plus assure connectivity on the appropriate level.
Asset Management
Another advantage of ServiceDesk Plus is Asset Management and Products' Catalogue / Directory. Today each organization has many different devices, PCs and very often all these devices come from different vendors. It might be very challenging task to properly list all of them in a report. ServiceDesk Plus supports creation of a detailed products catalogue containing all possible devices in a company. Created directory can be sorted by all types of devices available in the directory, also one can add / remove / update products at any time.
Other benefits of ServiceDesk Plus are very simillar to the HelpDesk software and include e.g.:
- Knowledge Base
- SLA Management
- Configuration Management Database
- Licencies utulization monitor
- Different kind of reports
Before purchasing anybody can test the software for free. Here is a download link - requires registration. Windows version is about 43MB large.
source: ITIL Resources
published: 2008-11-22 01:04:08