Service Desk

Service Desk is a component of Ontai’s complete IT Automation platform that integrates and automates all basic IT tasks including Systems Management, Patch Management, IT Asset Management, Software Deployment, Data Protection, Compliance, and Endpoint Security.

  • Built-in reporting tracks the productivity of employees and documents time-consuming incidents
  • Tracks, automatically calculates, and enforces employee time allocations on service requests
  • Define multiple service desk structures based on user-specific service delivery model
  • Measure the performance of the help desk against configurable SLAs
 
Advanced Ticketing
  • Track and manage incidents, problems, change requests and service calls from a single web-based console
  • End users can open service requests from an icon on their desktop
  • Notification and response templates provide fast and consistent responses to end users
  • Automatically route and escalate service tickets based on a variety of configurable criteria
  • Fine grained roles and access controls keep confidential data secure
  • Easily turn tickets into knowledge base articles

Service Level Agreements
  • Define customizable criteria for SLAs governing response time and resolution time
  • Rich reporting features allow fine measurement of SLA compliance
  • Automatically track time spent by employees at each phase of a ticket's life