Service Desk application

The HPE Service Manager Service Desk application incorporates the ITIL best practices that are used by organizations worldwide to establish and improve their capabilities in service management.

It provides a central Service Operation function, coordinating the efficient and effective delivery of services to end users and enabling various improvements, including the following:

• Improved customer service and satisfaction
• Increased accessibility through a single point of contact and information
• Better quality and faster turnaround of customer or user requests
• Improved teamwork and communication
• Enhanced focus and a proactive approach to service provision
• Improved usage of IT resources and increased productivity of all users

The Service Desk application enables a Service Desk agent to document and track user interactions. Service Desk provides one-click access to other Service Manager applications to automatically enter information received.

The Service Desk application covers:

• Direct interactions between a user and the service desk by phone or by email
• User activities that occur from use of the self-service Web portal (for example, searching the knowledge base, checking for status updates, or logging an interaction).

One of the best practices that derives from ITIL’s service desk function is that user interactions should not be saved and updated later. Therefore, the Service Desk application requires that any new interaction either be resolved within the agreed upon time limits and then closed or, if it cannot be resolved, escalated. The information gathered during the customer interaction can be used to open an incident if a reported issue requires further action. It can also be added to a record in another Service Manager application, such as Change Management.