Nimsoft Service Desk gives you a clear, consistent interface between business and IT. It accelerates incident response and enables proactive IT service management—so you can increase end user satisfaction, reduce costs, and meet business objectives.
Service Catalog & Request Management
Data Sheet: Nimsoft Service Desk (PDF)
An end user view of Nimsoft Service Desk.
The most used component of many service desks is the end user interface. Nimsoft Service Desk makes it easy for end users to help themselves in many cases. And, when they cannot, it provides an easy way for them to submit requests for service management.
Nimsoft Service Desk allows your end users to submit requests and report issues, either online or via email. Types of requests include:
- Service restoration
- Information
- Advice
- Standard changes
- Access to a particular service defined in the service catalog
Optimizing the Efficiency of Service Management Request Submission and Response
The Service Catalog module uses ticket templates as the basis for the customer facing service request catalog so that users can easily enter requests in a well qualified manner. This allows for a quick turnaround for the customer and increased efficiency at the service desk because required information is already populated in the request.
The Request Management module uses the built-in, configurable workflow engine to automatically route all tickets to the appropriate group or technician based on a combination of the requester's info, ticket info, or time of creation. Even e-mail requests can be routed based on text embedded in the subject line or other aspects of the message.
Key Features
Manage Requests through a Service Catalog
The solution's service management catalog and request management functions ensure that your users can interact well with your service management team. It allows you to:
- Deliver request support and management over the Web.
- Support multiple organizations, vendors, sites, locations, or departments through multi-tenant support and partitioning, which allows different locations or organizations to control their own configuration, such as settings, workflow, SLAs, and service catalog.
- Fill in default values for users with service request templates.
- Leverage automated classification and routing of messages.
- Display important crisis alerts to end users with announcements.
- Create and manage requests through e-mail.
- Create tickets from incoming email, including attachments.
- Support for multiple attachments on tickets, contacts, solutions, organizations and configuration items (CIs).
- Email users requesting they confirm the closing of the request, otherwise close within three business days.
- Define and route requests to various queues.
- Automatically communicate to the requester, owners or management based on actions taken on a ticket via Web or email.
- Support multiple time zones, so users can see data in their local time zones.
- Support group and configuration item business hours.
Benefits
Request Management Through Service Catalog Makes for Efficient Service
With the service catalog and request management capabilities in Nimsoft Service Desk, your organization can gain a range of benefits:
- Improve consistency and quality of service by applying service levels to fulfillment processes.
- Improve processing efficiency of user service requests through service catalog and templates.
- Reduce costs through self service and automated intake and routing.
- Increase customer satisfaction thanks to clear communication with the end users.
Platform Features
Action Based Workflow
Drive your service management process with powerful workflow. More
APIs and SDKs
Tailor the solution to meet your unique business requirements. More
Approval workflow
Get the right approvals, right when you need them. More
Auto Routing
Automatically route requests to the appropriate resource. More
Automatic Discovery & Deployment
Keep informed of changes to your infrastructure. More
Calendars
Identify the best times to perform service. More
Communications Management
Submit requests and review their status right in your inbox. More
Comprehensive Search
Powerful search simplifies use. More
Configuration Management Database
Manage your configuration items within Service Desk. More
Flexible Pricing & Licensing
Works with your budget, and your business. More
Gateways and 3rd Party Integration
Integrate all of your IT monitoring & management tools with ease. More
ITIL Compatible
Best-practices. Built-in.More
Multilingual Support
Deliver services to customers in their language. More
Multi-Tenant
Scale your services efficiently and economically. More
On-Premise, or On-Demand
Flexibility to suit your business. More
Security
Keep private data private. More
Self Service Portal
Empower your users, accelerate service. More
Service Catalog
A one-stop shop for critical IT services. More
IT Service Level Management
Set, meet and exceed your SLAs. More
Single Sign-on
Use a single identity to manage your Modern IT. More
Surveys
Survey your customers to determine their satisfaction level. More
Task Management
Use work orders to delegate specialized or repeatable activities. More
SaaS and On-Premises Deployment Options
- Complete Service Desk and Monitoring functionality
- No upfront management hardware costs; Accelerated ROI
- Reduced training and management overhead
- SLA based availability
- Access to Nimsoft operational expertise
- Control and customize the Nimsoft management server; Easily resell
- Control the physical location of data for policy, security or compliance reasons
- Support remote sites with poor Internet performance
Can't find what you are looking for? Contact sales@nimsoft.com for a more complete list of supported technologies or click to chat with one of our representatives now.
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