ENTERPRISE SERVICE DESK

Deliver Excellence and Increase Happiness Graph

SELF SERVICE PORTAL

While delivering the IT support services and meeting the SLA, User happiness is the key to achieve higher CSAT rating. our modern UI design provides easy access to the application.

  • Web-Based User Portal
  • BOT Virtual Assistant
  • Report Incidents
  • Submit Service Requests
  • Browse Knowledge Base
  • Provide Feedbacks
  • Escalations
  • View Important Announcements
  • Download Centre
  • Preventive Maintenance Details
  • Mobile Application

INCIDENT MANAGEMENT

Incident Management system helps to manage all the incidents centrally and respond them within defined timelines. 

  • Incident Logging via Bot/Web/Email/Call/IVR
  • Incident Classification & Categorisation
  • Tagging with Asset
  • Email & SMS Notification
  • Pre-defined Replies
  • Resolution Notes
  • Remote Desktop
  • Add to Knowledge base
  • Audit Logs

SERVICE REQUEST

Service Request workflow helps to manage all new requests of business users. It also includes the approval workflow to fulfil the request, which may require any additional expense.

  • Custom Request Templates
  • Pre-defined approval matrix
  • Request Status
  • Classification & Categorisation
  • Tagging with Asset
  • Track SLAs
  • Resolution Notes
  • Audit Logs

SLA MANAGEMENT

Service Level Agreement timelines are important to be tracked to ensure all incidents and requests are responded and resolved within defined timelines.

  • Multi-Location SLAs
  • Support Group wise SLAs 
  • Urgency / Impact / Priority Levels
  • Remaining / Overdue Time
  • Holidays Management
  • Support Window / Hrs.
  • Escalations
  • SLA Uptime
  • SLA Exceptions

PROBLEM MANAGEMENT

For all repeated incidents, it is required to manage them differently. This module helps to record all information related to problem.

  • Incident tagging with Problem
  • Classification & Categorisation
  • Problem Assignment
  • Root Cause Analysis
  • Resolution Details
  • Escalations
  • Add to Knowledge base
  • Audit Logs

CHANGE MANAGEMENT

Managing the change is most difficult task for any organisation, especially when it is large environment with various technology platform with inter-dependency.

  • Change Planning
  • Define Change Type
  • Change Priority
  • Change Approvals
  • Release Planning
  • Risks & Mitigation Planning
  • Change Stages
  • Track Status
  • Audit Logs

KNOWLEDGE BASE

Technician can keep on adding the resolution notes or create new articles in searchable knowledge base for future reference, which can be used by other technicians to resolve the incidents in less time.

  • Custom Categories / Sub-Categories
  • Support Group wise access
  • Access Control
  • Approvals before publish
  • Integrated with Incident Module

DOWNLOAD CENTER

Get access of all important documents centrally

  • Quick Access
  • Upload documents
  • Upload necessary software
  • Access Control based on role

WANT TO SEE HOW CAN WE TRANSFORM YOUR IT SERVICES ?

KEY PRODUCT MODULES

BOT & Self Help

Enable business users to get technical support, whenever  they want.

Incident Management

Handle all incidents raised by business user and track them till they are resolved.

Service Requests

Easy workflow with necessary approval, whenever user has any request to be fulfilled.

Change Management

Plan the Changes /Releases and keep the record of to be referred in future.

Problem Management

For any repeated incident, follow the workflow to record the RCA and resolve permanently.

SLA & Feedback

Track Multi-Location Response and Resolution Time. Enable users to provide feedback.

Assets Management

Comprehensive IT and Non-IT Assets Lifecycle Management and HW/SW Auto-discovery.

Preventive Maintenance

Plan the maintenance proactively as per checklist and track them to get it done on time.

Suppliers Management

Have a quick access to check who has supplied what and when. Record all about supplier.

Contracts Management

Keep record of all the contracts centrally and get them tagged with supplier or your assets.

Knowledgebase

Centralised knowledge information helps technicians to get the incidents resolved in less time.

Download Center

Have all you important IT Operations related documents, software etc. centrally for quick access.

On-Demand Customisation

Additional workflows as per your specific business environment makes it easy to design the IT Services in your way. Our cost-effective customisation services helps you to get there.

Get Affiliated With Us. Become Our Reseller Partner

Become Independent Reseller

Doesn't matter if you are a business owner or not. With our special program, anyone can get trained on our product and associate with us as a registered and authorised Independent reseller.

ZServiceDesk Learnings

ZServiceDesk is focusing to build skills around IT Services and our learning portals can help to understand all ITIL processes and how to use them in real environment.

Get Certified on ZServiceDesk

With our Professional & Career Certifications, candidates can make career in the field of IT Services Domain. It can also help Technical persons to perform better day to day IT Operations.

KEY REASONS TO CHOOSE US

MODERN USER INTERFACE

  • Bootstrap Application Framework
  • Lightweight Design
  • Ease of Access

MOST FLEXIBLE INTEGRATIONS

  • Industry Standard REST APIs 
  • 300+ APIs for Third-Party Integrations
  • Specialised Technical Support

PERSONALISED SUPPORT

  • Customer Focused Approach
  • Quick Response & Resolution
  • Periodic CSAT Surveys

HIGH PERFORMANCE

  • Unique API Based Architecture
  • Thousands of Records in Seconds
  • Minimal DB & Logs Size

ON-DEMAND CUSTOMISATION

  • Get it changed the way you want
  • Free of Cost Minor Customisation
  • Minimal Cost for Major development

LOWER TCO

  • Lower Cost of Ownership
  • Higher Savings on IT Expenditure
  • Automation Approach to Reduce Manual Tasks

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