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ServiceDesk

A comprehensive central console for managing virtual servers.

Symantec® ServiceDesk is a powerful ITIL-based incident, problem, change, release, and knowledge management tool that improves availability and service levels while reducing costs. Based on best practice processes ServiceDesk is designed for fast implementation, easy integration, drag-and-drop customization and optimization of IT processes to deliver immediate benefits.

Benefits of the ServiceDesk

ServiceDesk 7.0 will accelerate and enhance service delivery from the IT organization through process automation and self-service capabilities for end users, allowing IT to do more with less. Based on best practice processes, ServiceDesk 7.0 is designed for fast implementation, easy integration and optimization of IT processes to deliver immediate benefits.

ServiceDesk 7.0 will provide ITIL recommended best practice processes ‘out of the box,’ including Incident Management, Problem Management, Change Management and Release Management. This allows companies to easily implement a full ITIL solution, which provides more efficient IT service center operations and helps decrease ticket volumes, improve response times and increase customer satisfaction. ServiceDesk 7.0 will also allow for easy integration and coordination between different Symantec products and other remediation data tools and third-party applications, such as SharePoint.

ServiceDesk 7.0 is designed to increase the process automation capabilities of the IT department to help drive down the overall costs of IT management. Improved interfaces provide end users with self-service capabilities, particularly for problems that should not require the full attention of help desk professionals, allowing for faster problem resolution and giving IT staff more time to focus their valuable resources on more complex and strategic tasks.

“We have always looked for ways to cut expenses and reduce complexity, but it has become an even greater focus for us in today’s economic environment. Both Workflow 7.0 and ServiceDesk 7.0 help us achieve these goals by ensuring that our processes are automated, accountable and documented. With these solutions in place, we can now spend more time performing strategic IT functions instead of wasting time performing repetitive routine IT tasks manually.”

-Matt Giblin, IT manager, Mercy Health Services

Features of the ServiceDesk

Support for Symantec® Management Platform 7.0
Symantec ServiceDesk now supports the latest version of the Symantec Management Platform. Easily integrate features of security, data loss prevention, systems management, backup and recovery, and more.

• Integration and coordination between different Symantec products including security, data loss prevention, systems management, and backup and recovery.
• Because of the flexible nature of the Symantec Management Platform, it allows for future integration with even more Symantec® products.
• Integration with the Configuration Management Database (CMDB) built into the Symantec® Management Platform.
• Integration into remediation data and tools to enable process creation around the resolution of problems in the environment.

Fast, Task Relevant Screens
Fast, task relevant screens help both technicians and end users provide only the required information to move the process forward. Simplifying the screens eliminates wasted and minimizes risk of incorrect data entry. Ultimately this helps to decrease the time it takes to resolve requests.

• Decreases the time it takes to resolve requests.
• Eliminates wasted time gathering irrelevant or unneeded information.
• Minimizes risk of incorrect data entry.

ITIL and Best Practice Based Service Desk Processes
Process workflows are included with ServiceDesk 7.0 out of the box.

• Reduce IT costs.
• Processes available out-of-the-box.
• Support for ITIL best practices.

Drag and Drop Workflow Designer
ServiceDesk provides an easy to use and graphical drag-and-drop designer for designing forms, surveys and processes. It means that IT staff don’t need to have coding skills to optimize and automate their service desk processes and workflows. The visual designer lays the foundation for IT process optimization and leverages the correct blend of ease of use and extensibility. 

• Fast and easy customization of forms, surveys and processes.
• No coding skills required.
• Puts process creation back in the hands of process owners.

Scheduling capabilities and Forward Schedule of Change
Calendar view of all scheduled changes including monthly and daily views, Gantt views or collision charts that identify where business services or CIs overlap in the schedule.

• Avoid collisions (multiple changes unintentionally scheduled on same business service or CI) and minimize the risk of unplanned outages.
• Effectively schedule resources.
• Minimize down time
• Respond faster to change requests

Customizable dashboards and analytic reporting
Ability to integrate reports, external and custom built web parts. The integrated reports are enhanced with a library of graphical components which can be used to display trends, volumes, ratios, and escalations. The administrator can mix and match these components in a wide range of presentation styles to fit the needs of the business as well as customize the content for dashboards that are secured at an individual, group or role level.

• Quickly and easily deliver meaningful information.
• Visual reports.
• Enhanced reporting provides the information needed to improve IT processes, planning, and resourcing.

Knowledge Base
Knowledge can be entered in the form of articles, FAQs, discussion board entries, or wiki articles. This information is immediately integrated into the approval process so the Knowledge Manager can review articles for content and accuracy prior to publication. All entries can be user rated to determine those articles that should be removed or edited/improved. The knowledge base also includes a scrolling bulletin board service, which facilitates proactive notification and communication to the organization.

• Access to available resolution information or workarounds reduces and eliminates triage cycles and provides consistency across the ServiceDesk.
• Provides end users with up to the minute status directly from the submission portal.
• Ability to proactively inform users of wide spread problems or future changes.