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ITIL

AggreGate Service Desk

AggreGate Service Desk is a comprehensive IT service management and process automation product. It is designed in full compliance with ITSM approach and meets the requirements of IT Infrastructure Library (ITIL).

Unlike all other AggreGate-based solutions, AggreGate Service Desk has its own core and can run on a standalone server. It is, however, very tightly integrated into AggreGate ecosystem. All alerts raised on diverse AggreGate servers in your network get delivered into the Service Desk and further managed, e.g. automatically close upon alert deactivation.

A properly tailored Service Desk acts as a face of your IT department. Its deployment is always the very first step of assembling a company-wide IT service management system.

AggreGate Service Desk allows you to organize a single point of contact between IT service users and your IT department. The solution is perfectly suitable for geographically distributed support services. The Service Desk supports multiple user interface channels: self-service portal, operator-based access (e.g. via a Call Center), and automatic email-to-ticket conversion.


Service Catalog

Service Catalog

AggreGate Service Desk allows you to keep track of all IT services provided to users. Each service is given a detailed description, target user references, a reference to a business-side service supervisor, and service level agreements (SLAs).

Service Level Management

Service Level Management

AggreGate Service Desk includes full-blown service level agreement (SLA) management module. Services provided under each agreement and the agreement's recipients (IT service users) are specified as a part of every agreement. Delivery patterns, service schedules, routine request response times and typical solutions are also configurable.

Incident and Request Management

Incident and Request Management

Incident and request management is a key IT operations process. It's intended for maintaining IT service operability and quick functionality recovering in case of failures and degradations. In addition to getting breakdown reports, users can seek knowledge base for advice and raise service requests.

AggreGate Service Desk allows your incident and request management process to be automated in full compliance with ITIL methodology. All incidents and requests are recorded, classified, assigned and processed in accordance with a preconfigured business process.

Change Management

Change Management

Unplanned changes or changes made in emergency lead to an increase of risks associated with IT. An automated change management process aims to formalize and control all activities connected with changes in IT services and IT infrastructure.

As a part of the change management process, AggreGate Service Desk provides functionality for planning, documentation and coordination of changes approval.

Service Assets and CMDB

Service Assets and CMDB

The Service Desk allows you to track all IT assets in your organization, including network devices and communication channels. All assets are typified and inherit an attribute model specific to their type.

Internal Configuration Management Database (CMDB) is tightly integrated with managed IT processes: all configuration items are associated with incidents, problems, change requests, and other resources.

Knowledge Base

Knowledge Base

Knowledge gained by IT service employees while solving problems and incidents should not be lost. AggreGate Service Desk solves that by employing an integrated knowledge base.

The knowledge base is a set of articles classified by sections and themes, it is available to both IT service employees and IT service users (through a self-service portal).

Access to knowledge base sections is restricted by access permissions – some articles are only available to IT department employees while others may be available to all users.

Internal Tasks and Workflows

Internal Tasks and Workflows

AggreGate Service Desk allows you to create internal tasks, assign users responsible for those tasks and monitor their resolution using customized workflows.

In addition, each task can be linked to a request, a problem or a change query. A solution's timeline and current status is specified for each task. It is also possible to add comments and attach files to the task.

Documenting Working Hours

Documenting Working Hours

An IT services manager should understand what processes and tasks consume human resources. For this purpose, AggreGate Service Desk has working hours tracking functionality. Each employee, having completed an assigned task, creates a record of the work done. The record specifies actual labor time. This work record can be linked to an incident, a problem, a change request or a task.

Reports and Analytics

Reports and Analytics

Helping to analyze an IT department's overall performance, the Service Desk provides its own reporting mechanism. The possibility of downloading reports in common file formats (.pdf, .xls, .csv, and .html) allows saving reports to external media and presenting them in printed form at regular meetings.

Moreover, a complex filtering and sorting mechanism is implemented for all internal dictionaries, which allows you setting a desired tabular view and downloading its contents as a spreadsheet.

Alerts

Alerts

To promptly inform IT service employees of events associated with applications, problems, change requests and tasks, AggreGate Service Desk provides an email alerting mechanism. In addition to alerts raised upon events, the Service Desk can send email warnings in case of any SLA violations.

Integration with LDAP and Active Directory

Integration with LDAP and Active Directory

To avoid inputting IT service users manually, the Service Desk provides tools for import and periodical synchronization of the user base with LDAP directories (including Microsoft Active Directory). Authentication via LDAP or Active Directory is also supported.

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