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Service Desk
Single point of contact for all employees requiring support with IT services.
Higher service availability
Quickest possible service recovery and minimization of downtimes.
SERVICE DESK
Capabilities
Incident Management
Respond faster to incidents to reduce downtime and meet Service Level Agreements (SLAs). Ensure better collaboration and higher productivity of the ITSM team throughout the entire ticket lifecycle to deliver solutions more quickly.
Service Request Management
Through a unified self-service portal, employees create service requests, research answers to their questions, or access standardized IT services, such as selecting hardware. OTOBO automates approval processes and keeps end users informed of the progress.
Problem Management
Identify the root causes of recurring disruptions, address them, and thus prevent problems from recurring.
Change Management
Plan, monitor, and control change processes in the IT infrastructure to minimize the risks of failures and their impact on ongoing business operations.
Self-Service Portal
Using the self-service portal, employees can conveniently create requests, initiate service processes, look-up their status or research information to resolve questions – 24/7/365. And all on their own.
Service Catalog
Through the service catalog, employees access the IT services approved for them. OTOBO automates the processes of service delivery.
Knowledge Base
Through the knowledge base, service teams and employees access answers to frequently asked questions (FAQs), documented solutions to known issues, manuals, or documents to solve problems more quickly.
Service-Level-Management (SLM)
Define and monitor Service Level Agreements (SLAs) with customers, Operational Level Agreements (OLAs), or Underpinning Contracts (UC) with service providers to ensure agreed-upon services and service quality.
Service Desk Analytics
Generate meaningful reports on service desk activities, performance metrics, and trends to gain insights into the efficiency of your IT service desk.
Integrated Ticket Management
OTOBO IT Service Desk benefits from integrated ticket management. Powerful features ensure efficient management of the entire ticket lifecycle.
Workflow Automation
As a single point of contact, the IT Service Desk orchestrates all ITSM processes. With OTOBO process management, you can turbocharge workflow automation.
Integration into existing IT Infrastructure
The IT Service Desk can be flexibly extended with existing IT Service Management (ITSM) or IT Operations (ITOM) systems via the Generic Interface to extend processes and use external data.
SCALABLE PLATFORM
Orchestrate service management across the organization
IT Service Management (ITSM)
The IT Service Desk orchestrates all ITSM processes and serves as the single point of contact for your employees.
Customer Service Management (CSM)
As a Help Desk, OTOBO enhances communication between customers and the service organization. Smart workflows accelerate service delivery and ensure customer satisfaction.
Enterprise Service Management (ESM)
The Service Desk is part of a modularly extended Service Management platform that enables you to coordinate requests, processes, and resources more efficiently across all enterprise-wide service providers.
SERVICE EXCELLENCE