Small Medium Enterprises do not have the complexity (e.g. number of resources) of large organizations. Yet, they can greatly benefit from a modern Service Desk. itmSUITE® and in particular itmCLOUD®, the version of itmSUITE® available as a cloud service, let you easily, quickly and optimally support a modern Service Desk function.
Typical supported processes of a Service Desk are Incident Management or Request Fulfilment and, often other processes such as Problem Management, Asset & Configuration Management and Knowledge Management. However, in a small to medium size company this often takes the form of a simple ticket management process.
For this reason, itmSUITE® and itmCLOUD® make available a simplified preconfigured “ticketing” process to easily handle incidents and requests of users and customers. Starting simple, does not preclude a future growth. In fact, the powerful embedded workflow engine makes it possible to improve the maturity or to define and execute new process instantly. In other words itmSUITE® and itmCLOUD® follows your business growth limitless.
Key Features
Examples of features beneficial to a Service Desk for small and medium enterprises:
- Preconfigured off-the shelf ticketing process, easily to tailor and improve
- Ticket ownership, delegation of tasks, progress tracking,
- Integrated asset and configuration management
- Integrated knowledge management
- Manual and automatic notifications and messaging, supporting templates and mail integration (thus allowing to view all communications within threads in related entities)
- Flexible reporting (REP module) and Dashboards (DB module)
- Automation of routine tasks internal (e.g. massive closure of tickets, change of status depending on conditions) and external (e.g. opening/closure of an incident based on a monitoring tool notification, external component stop / start, etc.)
- See additional features…
Key Benefits of itmSUITE®
itmSUITE® or itmCLOUD® may play a key role for Service Desk success in a small to medium enterprise context
- Starting the Service Desk instantly
- Easy adaptation to needs by codeless configuration (without customization)
- Supporting limitless process maturity improvements
- See additional benefits….
