IntraService Service Desk

The service Service Desk represents a uniform contact point (SPOC) for all consumers of services of your company. Specialists of service perform registration of different types of requests, permit the greatest possible number of incidents on the first support line and appoint contractors to an incident in case of impossibility to solve it on the first line.

The IntraService system provides you all necessary functionality for the organization of work of service Service Desk.

Features

Order taking by e-mail

IntraService can monitor the specified e-mail addresses and automatically create the request at receipt of the letter. In fields of the request the subject and content of the letter, a priority and also all attached files will be copied.

Order taking by means of the website

It is possible to post an IntraService system form on the website. Users will be able to create requests in the IntraService system directly from your website. The design of a form can be changed using CSS for a combination to design of your website. The structure of fields on a form can be also corrected.

Order taking by phone

The manager can accept requests by phone and register them through an internal interface of a system. At the same time the manager can specify from whose person the request is created, and further notifications will come to the applicant, but not the manager.

Active Directory integration

A system supports Active Directory integration. Users from the Active Directory will be able to log in without input of the login and the password, at the first user login its credentials will be loaded from AD. On the basis of its group in AD the user will be carried to the company, to it the role in a system will be appointed. Also you can configure regular synchronization with the Active Directory for maintenance of user base of the IntraService system in current status.

Notifications

Each action with the request can cause sending mail notifications. The powerful mechanism allows to configure who when and according to what requests will receive mail notifications.

The user defines groups of requests (1), events (2) and changes of the statuses which require notifications. Notifications are configured by the cascade principle – from the general to the particular. You can configure notifications for roles within business process, redefine settings for roles of specific service, and even for certain users of service.

Requests and incidents

Requests and incidents — the main system module of IntraService, developers tried to make it the most convenient for everyday use. The list of requests supports group transactions over requests, search capabilities, filterings, sortings and preserving of the turned-out representations for quick access to them further. The card of the request is thought over and visually provides operational and archive information according to the request.

SLA

The agreement on the level of service (SLA) is the contract approved by the supplier and the consumer of service in which conditions of providing this service are defined. Using the IntraService system you will be able to build the directory of services, to determine for them terms of reaction and the schedule according to which support will be performed and to control agreement performance with the help of notifications and reports.

Knowledge base

Using the knowledge base the user can independently find the answer to the question that allows to lower load of a support service. You can independently create structure of the knowledge base, place in it articles with answers to often arising questions and solutions of standard incidents.

Accounting of assets

The module of accounting of assets allows you to keep the directory of the equipment and to create incidents with a binding to the specific equipment. The equipment can be imported to a system from the Active Directory, SCCM or any other accounting system.