The incident management module of theGuard! ServiceDesk contains all the features needed in a help desk solution such as problem assessment, solution of these problems, escalation, and a knowledge base. Incident management features that are required or beneficial for the elimination of an interruption or a problem are offered in the respective context. Typically these are:

• status information from the system and network management
• inventory data on devices and systems
• asset data that can, for example, also be imported from SAP

 

The incident management module can be expanded by adding the problem management and the change management module.

All features are offered through a clearly structured Web interface. If additional products of theGuard! ServiceDesk are used, their features will be included into the same interface in keeping with the respective authorizations or roles of the users.

This approach has many benefits, among them:

• high levels of user acceptance
• features are available at any time and at any place (without any specific system requirements)
• short training period

 

External users will use the same Web interface, but will only have access to limited functionality. One strength of theGuard! ServiceDesk is its enormous flexibility when it comes to customizing its graphical appearance.

The application for theGuard! ServiceDesk can be very quickly and easily adapted to existing workflows. REALTECH provides companies that want to introduce ITIL-compliant workflows with built-in problem and change management workflows. Their modular design ensures great flexibility when it comes to defining IT processes.

However, the speedy processing of a request requires more than just the process alone. It is crucial to guarantee access to the relevant information through a single interface. theGuard! ServiceDesk allows administrators to directly access the status information and performance data of components and systems from the workflow.

• ensure satisfied users thanks to professional and qualified support
• reduce the workload of your experts by providing a central point to accept and process service requests
• create a "single point of contact" for all users
• enable fast responses to problems and interruptions
• aid the development and implementation solution catalogues and escalation strategies
• document user and incident information

Have questions about Incident Management?   Contact REALTECH Or call us: +49(6227)837 0 +65(6570)0692 +1(610)356 4401

Brochure theGuard! ServiceDesk (pdf, 610 kB)