SupportDesk and ITIL ®

SupportDesk is built upon over ten years of experience in the service desk arena and has been designed to allow for easy and seamless implementation of ITIL processes including:

• Incident Management
• Problem Management
• Configuration Management
• Change Management
• Service Level Management

What really sets SupportDesk apart from the competition is the ability to “mix and match” these ITIL processes according to your own individual requirements. For example; you may feel that your organisation would benefit significantly from implementing Incident Management and Problem management, but would not require Change management. In this scenario, Change Management would simply be disabled within the SupportDesk environment at the touch of a button. This type of approach to the ITIL framework also allows organisations to adopt the ITIL philosophy in stages; by implementing only one process at a time.

Unlike many of the ITSM solutions available today, SupportDesk offers all of this ITIL functionality as standard and does not require you to purchase additional licences in order to begin using a particular ITIL process.

Rapid Implementation

SupportDesk can be implemented in a short period of time following the ITIL framework with minimal disruption to the business. It is flexible to work according to your processes from day one, and can be easily re-configured to keep pace with the changes in your business thereafter.

SupportDesk reduces the need for lengthy implementation projects by providing powerful tools for set-up and configuration. The Service Desk and ITIL processes that drive it are configured through a central Setup Console, which guides managers and administrators through a logical configuration sequence, allowing straightforward configuration of users, assets, ITIL processes and additional business processes not strictly defined by ITIL ®.

Reduced TCO

SupportDesk reduces Total Cost of Ownership (TCO) by increasing the efficiency and effectiveness of the support operation and by reducing or eliminating the need for costly external consulting to change and maintain the system.

ITIL FITS the Education Sector

Schools are being encouraged to adopt the BECTA best practice Framework for ICT Technical Support (FITS) for improving processes for ICT management and support.

FITS is based on The IT Infrastructure Library (ITIL) processes enabling schools to not only effectively deal with incidents but also to help incident prevention. The aim of FITS is to ensure each member of the ICT Support Team have clearly defined roles, responsibilities and a structured proven method of managing ICT support. Click here for more information about our Service Management solutions for Education.

ITIL Incident Management >>>