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Freshdesk, the fast growing online help desk software solution, today announces that it has raised $5 million in financing.
Freshdesk 2.0 goes freemium and launches industry firsts with Day Pass, time tracking and powerful response and knowledge-sharing tools.
Freshdesk is one of Business Insider's Top 10 Indian Startups You Need To Watch
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Service Desk Software, ITSM Software and ITIL Software listed, supporting the method you are using in your business. You will here find Service Desk Software and ITSM Software supporting everything from the simplest operations for a Service Desk Software to more complex management using ITIL / IT Service Management. Service Desk Software, ITSM Software and ITIL Software found in this category will help you in the most common ITIL processes, such as Incident Management, Problem Management and Change Management.
Submit your product to Service Desk Software / ITSM Software
Service Desk Software is used in organisations to support the ITIL (IT Infrastructure Library) practices for ITSM (IT Service Management). In many ways Service Desk Software is mistaken to be the same as help desk software, but since service desk software is there to support ITSM there is quite a difference.
Common features and support for Service Desk Software are:
• Incident management
• Problem management
• Change management
• Release management
• Availability management
• Knowledge management
• SLA Management (Service Level Agreement)
• Known Error Database (KEDB)
• Queue management
• Email ticketing
• Customer portal
• Chat (instant messaging)
• Configuration Management Database (CMDB)
• Workflow management
A lot of the activities in the different processes supported in service desk software is also supported for in help desk software, but since you are able to specifically follow and identify the processes in the service desk software you are also able to separate service desk software from the help desk software.
While Service Desk Software has the base in the incoming incidents / queries and changes, ITSM Software of different kinds can be specific in the support of only one of a couple of processes, including finctionality of service desk software. A total ITSM solution can therefore be a combination between different ITSM Software, including specific service desk software, to create the best solution for the organisation.
Service Desk Software can sometimes use a lot of the same functionality as Help Desk Software but is specific to supporting the ITSM and ITIL processes. One of the great benefits of Service Desk Software is usually that it has automatic workflow implemented to help making the ITIL processes more efficient.
What Is A Service Desk?
A Service Desk is an IT resource for organizations working with ITSM (IT Service Management) as defined in ITIL (IT Infrastructure Library). The Service Desk is intended to be the Single Point of Contact (SPOC) towards the customers of the IT department, usually the users in the company.
A Service Desk can easily be mistaken for being the same thing as a help desk. However, the difference is quite big when looking deeper on what a Service Desk delivers.
The Service Desk works to support the different ITSM processes used in the company. That is right, Service Desk is not a process itself, it is called a function.
We are not going to discuss what the different processes do but here is an example of a few processes:
* Incident Management
* Problem Management
* Change Management
* Release Management
* Availability Management
* Capacity Management
* Security Management
The idea is for the company to feel that there is one instance to call to get help and propose change requests. All incidents and user queries are owned by the Service Desk and it is up to the Service Desk to make sure the user’s incidents are solved, regardless of if they have sent the request somewhere else or are working on it themselves.
Besides being the single point of contact it is the responsibility of the Service Desk to make sure that services that are provided are working. If an IT service is not working, the Service Desk should try to get it up and running as quickly as possible. It is also for the Service Desk to give system support to the users.
The work in the Service Desk is clearly defined and also has the responsibility of making sure that all incidents and user queries are managed as promised. Promises around the service are defined in an SLA (Service Level Agreement).
To manage all calls everything is stored in some kind of Service Desk Software. The Service Desk Software includes a lot of functionality to help the Service Desk perform its work, such as:
* Web / Email creation and monitoring of requests
* Knowledge base
* Internal chat with storing of conversations as part of the requests
* Interface customization to customize to support the processes and the organization the best
* Automated work flow engine to make as much as possible automated
* Flexible reports as needed to monitor progress of requests
* Dashboard for the personnel to give possibilities to easy know what needs to be done
* Automated monitoring of requests according to what is promised in the SLA
* and much more...
Since the Service Desk is the single point of contact to the users, it is often set that all communication should be going through the Service Desk. This includes questions that need to be asked from any of the service providers to the users. The communication then goes back and forth via the Service Desk.
In theory this is the way it should work, but in practice processes are often set up to make it possible for the person working with the request to communicate with the user, regardless of where in the ITSM organization the person is working.
Implementing a Service Desk and therefore also ITSM in an organization can often be quite hard work and in the beginning a lot of things go wrong. But after some time and adjustments the work will be much more efficient and with higher quality than before.
A lot is thanks to the structured work defined by the processes, but also thanks to the Service Desk Software that is implemented and tuned to fit the organization the best.
It is definitely recommended to start with one or at least just a few of the processes, such as Incident Management, Problem Management and Change Management. One will then be able to extend the ITSM commitment to include one more process at the time.
People working in the Service Desk are able to work in the different processes specified above. This will help in setting up your ITSM organization and to have ITSM work in your favor instead of the other way around.