SapphireIMS Delivering ITIL based Business IT Service Management

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Service Desk

SapphireIMS ServiceDesk is a simple, elegant, flexible service request management system, which helps the organization to manage their IT Service delivery as per their organizational process. It seamlessly integrates with other monitoring and management modules of SapphireIMS.

SapphireIMS ServiceDesk provides open interface to integrate with other custom applications in customers environment.  Service desk

SapphireIMS service desk allows the organization to receive service requests through different modes, unify it and perform service delivery through the well-defined organizational service delivery process. The system comes with built-in service delivery work-flow and the organization can go live quickly with this.

Salient Features

Centralized service desk allows the organization to streamline the service delivery and measure the effectiveness in a qualitative and quantitative manner.

  • # Align service delivery mechanism with organization IT service delivery process. Configurable service-request state machine flow enables the organization to achieve the same.
  • Support for distinct work-flows for administrators/technicians and external users.
  • Associate service-request with Locations and Departments.
  • Associate service-request with Categories, Sub-categories, Criticality, Severity and other relevant fields to provide complete information about it in a simplified manner.
  • Configurable interfaces to populate standard fields(Location, Department, Category, Sub-category, Severity) to simplify the service-request submission process.
  • Support for dynamic fields / context sensitive fields based on service request category.
  • Support for dynamic enclosure additions to provide meaningful information about the service requests.
  • Ability to add attachments as part of service requests.
  • Support for multiple source for service request logging
    • Email
    • Web
    • Telephone (Manual entry created by the administrator on behalf of the user)
  • Associate approval control with service-requests. Enables the organization to control specific service-requests to get approved from the approval authorities. Example: Licensed software installation requests need approval from the approval authority.
  • Configurable Automatic Assignment algorithm for assigning service-requests to the administrators.
  • Integration with SMS sub-system for generating SMS alerts to notify the administrators.
  • Knowledge base:
    • Support for approval mechanism to store the appropriate details.
    • Search on the contents and managing the same.
  • SLA Monitoring:
    • Assign service delivery time as per organizations process based on nature of service requests.
    • Assign escalation mechanism.
    • Support for suspended states of request processing to have more accurate SLA as per the organization process definition.
    • SLA engine monitors each service requests against the expected service-delivery time. Upon violation, escalated to right users to bring it to management visibility.
  • History maintenance for auditing purpose.
  • Reports:
    • SLA Compliance Report.
    • User-wise call status Report.
    • Administrator call status Report.
    • Category, Sub-category and department based Reports.
    • Trends like Call Arrival and Call Resolution
    • Powerful filters for ease-of-use