Incidents and requests
Priority from impact and urgency, automatic assignment to IT groups, SLA, major incident declaration and escalation.
Governance & Systems
IT Service DeskFrom incident to change, all of IT's work at one desk.
IT incidents and service requests, problem and change management, on-call and escalation, configuration items and software licences in one app. Employees open requests from the service catalogue; a status page open to your customers announces outages automatically.
- 5 sub-modules
- 24 modules at the same price
What is it, and why do you need it?
What is IT Service Desk for?
When IT requests stay in email and chat groups, nobody knows which fault sits with whom, how many times the same problem has happened or what a change will affect; licences are renewed even when they aren't used.
IT Service Desk assigns an incident to the right group by priority, tracks the SLA and links recurring incidents to a problem. Changes run with their risk and approval; if a server goes down, what will be affected is visible from the configuration items.
Scope: Manages IT incidents, problems, changes (CAB approval), configuration items, licences and on-call; employees open requests from the service catalogue.
Highlights
What can you do with IT Service Desk?
Problem
Recurring incidents are linked to a problem; the root cause and workaround become a known error, and linked incidents close together with the permanent fix.
Change
Standard, normal and emergency changes; risk, plan, rollback plan, the change board's vote and conflicts touching the same item.
On-call and escalation
On-call schedules and escalation policies: in a major incident, people are notified step by step until someone takes it.
Configuration and licences
Servers, applications, databases and SaaS items with their relationships; unused seats and upcoming expiries are visible for licences.
Self-service and status page
Employees open requests from the service catalogue and approvers approve from their own screen; the status page announces outages to customers.
Sub-modules
IT Service Desk: 5 sub-modules
This list is generated from the product itself; it grows as new functions are added to a sub-module. Master data and settings are the shared ground of every module and are not counted as sub-modules.
Service Desk
- IncidentsIT incidents and service requests: priority from impact and urgency, automatic assignment to IT groups, SLA, major incident declaration and escalation; the same engine as support tickets (comments · time · assistant).
- ProblemsRoot cause of recurring incidents: link incidents to a problem; once the root cause and workaround are written it becomes a known error, and linked incidents close together with the permanent fix.
- ChangesChange requests: standard (pre-approved), normal and emergency (CAB vote); risk, plan, rollback plan, conflicting changes touching the same configuration item, and the calendar.
- On-Call & EscalationOn-call schedules (daily/weekly rotation, leave exceptions) and escalation policies: in a major incident, a person, the on-call engineer or a group is notified step by step until someone takes it.
Status Page
- Status Page
- Status Incidents
Assets & Configuration
- Configuration ItemsConfiguration items (CMDB): servers, applications, databases, network, computers, SaaS and licences; relationships and what is affected if an item goes down (impact analysis).
- Software LicensesSoftware and SaaS licences: purchased and assigned seats and those unused for 30 days, upcoming expiries and recoverable annual cost.
Settings
- IT Desk SettingsThe IT desk's support groups and automatic assignment (round robin · by load · by skill); SLA policies and macros are shared with the help desk.
Self-Service
- Service CatalogReady services you can ask IT for (new computer, access, software): fill in the form, it goes to an approver if needed, then it is assigned to the IT team.
- My IT RequestsIT requests you opened and issues you reported: follow their status, write to the IT team and close resolved requests.
- My ApprovalsService requests awaiting your approval and changes awaiting your vote (CAB): approve, or reject with a reason.
On the same data
IT Service Desk works together with these
Modules are separate screens, but the data is one: a record entered in one module is never re-entered in another.
Admin
Users, permissions, definitions and integrations on one admin screen.
Zenoheld HR
From hiring to exit, the employee's whole story on one card.
Zenoheld Purchasing
From requisition to invoice, every purchase approved and traceable.
Zenoheld Sales
One customer record from opportunity to invoice.
Frequently asked
About IT Service Desk
Does it work separately from the help desk?
IT incidents use the same engine as customer support tickets: comments, time tracking, SLAs and macros are shared; IT groups and assignment rules are defined separately.
Does the status page open an outage by itself?
Yes. If a service is linked to a configuration item, a major or emergency incident on that item marks the service as an outage on the page, and it closes when the incident is resolved.
How do we see unused licences?
The software licences screen shows purchased and assigned seats and those unused for 30 days, upcoming expiries and recoverable annual cost.
Close next month end without a reconciliation marathon.
Try it free for 15 days; no credit card needed. We reply to your questions within one business day.