The Service Desk module helps your IT group and/or Service Desk improve the quality of service desk, regardless of whether this support is for internal users, external customers, or both. The Service Desk module is based on IT industry best practices and ITIL (the Information Technology Infrastructure Library) principles, specifically for Incident Management, Problem Management, and Change Management.
This Service Desk module comprises the following components:
Incident is an unplanned interruption to an IT Service or a reduction in the quality of an IT Service. Failure of a Configuration Item that has not yet impacted service is also an Incident. (ITIL® Version 3 Glossary)
You can create an Incident ticket to fix abnormal service behavior, as defined by your Service Level Agreements (SLAs) or other service documents. For example, you could create a new Incident based on the first phone call about an abnormality of a particular service.
Problem is a cause of one or more Incidents. The cause is not usually known at the time a problem record is created, and the Problem Management process is responsible for further investigation.(ITIL® Version 3 Glossary)
The Problems component helps you manage the whole life cycle of all Problems in order to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.
Change Request (also referred to as Request for Change) is a formal proposal for a change to be made. A Change Request includes details of the proposed Change. (ITIL® Version 3 Glossary)
You can create Change Request tickets to propose additions, modifications, or removals of Configuration Items, or IT Services, or Documents, etc. that could have an effect on IT Services. A number of built-in approval methods is available.
You can build a detailed database of solutions to problems, arrange them by categories for easy management, search or browse for solutions, and copy solutions to open tickets. You can also build your own Frequently Asked Questions (FAQ).
Work Orders are tickets created to implement the tasks of approved Change Requests, or the actions necessary to resolve an Incident or Problem. You can also create standalone Work Orders that aren’t associated with Incidents, Problems, or Change Requests. For example, you can create a Work Order to supply a new employee with all necessary tools and equipment, such as a workplace, a computer, a domain account, an e-mail account, etc.