ITIL v2 compatible Service Desk

 In Features

The service assistance module of GLPI meet the specified standards of ITIL v2, the most widely accepted best practice framework for service management software. Combines categorization, escalation, service level agreement, impact, urgency, priority calculation, status standardization, validation request at several levels, and the implementation of automatic workflows based on business policies.

DOCUMENTATION OF INCIDENTS AND SERVICE REQUEST (TICKETS)

  • A simplified user interface or a service-oriented interface (requires a plugin)
  • Timeline for ticket processing
  • See the life cycle of an incident or service request (assignment, planning, validation, tasks, follow-ups, solution, etc.)
  • Create and update tickets via e-mail, GLPI IMAP / POP fetching media
  • Valuable data of your assets: Total cost of ownership, hardware failures monitoring, etc.
  • Predefined ticket templates for incidents, service requests, solutions, and pre-filled tasks.
  • Support availability management (opening and closing hours)
    Knowledgebase linked to tickets that can automatically escalate problems, changes or projects
  • Customized forms generator
  • Automatic workflow engine based on complex business rules
  • Management of Service Level Agreement (SLA), Service Level Targets (SLT) and Operational Level Agreement (OLA)
  • Satisfaction surveys after closing the ticket

PROBLEM MANAGEMENT

  • Problem creation from multiple sources: form, incident, change, park asset
  • Problem impact analysis, evaluate symptoms and find their causes
  • Follow the progress until a final valid solution
  • Feed the knowledgebase with valuable data of known errors
  • Cost traceability for schedules and materials

CHANGE MANAGEMENT

  • Create changes from incidents, requests, or problems
  • Analysis, planning, solution
  • Link changes with the knowledgebase
  • Link changes to inventory items
  • Expense Management

Start typing and press Enter to search