Service Desk overview & features

The central link between your business-critical infrastructure and the IT/business services you are providing   Adaptable best practices   Flexibility to accommodate change   Manage service levels   Powerful open interfaces

Overview

A service desk that acts proactively is critical to any business with e-services because every disruption to e-commerce is immediately visible to the customer. These disruptions can result in a tremendous loss of revenue and customers to competitors.

HP OpenView Service Desk gives enterprises and service providers a unique solution to successfully manage service levels. The integrated service desk functionality allows you to manage crucial support and service processes to successfully deal with today’s complex IT management challenges.

HP OpenView Service Desk helps you manage your service level agreements (SLAs) by showing you which IT elements your service is depending on, which customers are receiving the service, and who is managing and supporting the service. Now, with new levels of integration with HP OpenView Internet Services Manager and HP OpenView Service Navigator, HP OpenView Service Desk will allow your organization to manage your services better than ever before.

Features

• Demonstrates the relationships between customers, business services, servicelevel agreements and support level objectives
• Provides a hierarchical service structure with multi-tiered SLA capabilities
• Provides straightforward information in a recognizable format with an intuitiveMicrosoft Outlook look-and-feel user interface
• Offers the capability to customize forms, views and fields on the fly, withoutthe need to bring the application server down
• Provides out-of-the-box reporting capacities and database views to facilitatethe integration with external reporting tools