Service Desk Integration and IT Management
To expand the supply of IT management, we have developed web services integrations between OpMon (IT management) and Service Desk solutions. Thus, it is possible to automatic call opening coming from events of OpMon, it is also possible to view dashboards with service KPIs via Help Desk.
Besides OTRS and Qualitor is possible integrate OpMon with other Service Desk solutions.
Help Desk
It provides a central point of contact between customers and employees to submit incidents and service requests. It allows businesses to offer a high quality service at minimal operational cost. By means of centralized reporting and monitoring of automated requests, it is possible to generate business value, significantly increasing productivity and reducing costs.
ITSM
ITSM is an essential solution for the ITSM organizations (IT Service Management). Based on ITIL best practices, it provides management tools for requests and incident management, problem management, change management and version management.
Benefits of integration between Service Desk and IT Management
- Increase the business impact;
- Reduce IT costs;
- Promote transparency in the infrastructure;
- Manage risk;
- Improve quality of service;
- Support the fulfillment of processes and the application of best practices.
Features and functionality of the integration between Service Desk and IT Management
- Integration developed with Web services technology
- Automatic opening of incidents in the Service Desk from events of OpMon;
- Association of IC to the incident call at the time of its registration;
- Flexibility of definitions in the call opening (Service, SLA, Priority, Responsible);
- Registro automático de comentário/ação no OpMon com número do chamado;
- Automatic registration of feedback/action in the OpMon with call number;
- Updating process of CMDB from the inventory and monitoring of OpMon;
- Dashboards and customizable reports of KPIs of the Service Desk in the OpMon.
ITIL processes of the OpMon
- Service level management
- Capacity management
- Service catalog
- Events management
- Continuities management
- Availability management
Service Desk ITIL processes integrated to the OpMon
- Request for services
- Change management
- Services Catalog
- Incidents management
- Continuities management of the IT services
- Knowledge management
Partnership with Qualitor Service Desk
OpServices has signed this year, a partnership with Constat, manufacturer of the Service Desk Qualitor solution. The partnership aims to strengthen the provision of services and offer a more comprehensive suite of products and service to our customers. The focus is on the integration of the two technologies to increase IT efficiency and greater alignment with the business. Click for more information.
