Open Source Service Workflow Management

Service and support costs have a significant impact on the bottom-line business performance of your IT department. The GroundWork Help Desk module can help you better manage these costs by streamlining your IT service responses to infrastructure-related incidents, changes, releases, or service requests.

As soon as an outage or other incident is detected, GroundWork Help Desk acts as a centralized, priority-based dispatcher. It creates a job ticket, captures all the symptoms and relevant configuration details, and notifies the proper managers.

The Help Desk module gives managers access to a catalog of available services, service levels, and a matrix of service roles and responsibilities to determine what resources are available. With this greater visibility, the right people are quickly assigned for faster resolution of problems.

Help Desk codes the incident tickets by task and business unit. Its flow-based transaction processing then tracks trouble tickets, change orders, service requests, maintenance agreements, and software licenses, providing real-time status updates via its Web-based interface.

Help Desk helps keep service requests and support activities on track and progressing efficiently for higher service levels, improved employee productivity, and fewer service breakdowns.

GroundWork Help Desk helps you:

• Effectively manage support activities through a single point of contact
• Provide faster turnaround of service requests
• Take a focused and proactive approach to service needs
• Track support activities via flow-based transaction processing
• Improve efficient use and productivity of IT resources
• Integrate IT service provision with IT cost accounting systems

related links

• GroundWork Datasheets
• GroundWork White Papers