IT Service Management (ITSM)
- Incident Management
- Knowledge Management
- SLA Management
- Change Management
- Service Catalogue Management
- Request Fullfillment
- Asset Management
- IT Financial Management
- Service Desk
- Incident, Request Templates
- Integrated Remote Control Tool
- Agent Based Scanning
- Service Management Report
- Dashboard with pre-defined KPI
EBA FOR ITSM KEY FEATURES AND DIFFERENTIATORS
Integrated remote control tool is enabled on Helpdesk screen. Helpdesk agent easly connect to requester screen.
- No additional license required
- No need client agent installed
- Active Directory integrated
- Only allowed IT people can use this remote control.
Here are main key features of Helpdesk
- Email to ticket
- Parent/Child relationship
- Load Balancing of Ticket Assigment
- Time Tracking
Incident and Request Templates
eBA:ITSM ensures even the simplest phone-in gets logged at your service desk. For both phone-ins and walk-ups, IT service staff can select pre-populated ticket templates based on service needs, generating instant productivity and reducing client aggravation.. This templates can be routed respective Helpdesk Group.
Agent Based Scanning
eBA:ITSM allows you to discover all your hardware and software assets by scheduling automated asset discovery. Keep your IT inventory up to date and track your hardware and software automatically. You can also discover hardware and software inventory information including hostname, model, serial number, logged-in user, operating system, hard drive, memory, installed software, and more.
Service Management Reports and Dashboard
Pre-defined reports can be used in order to see current sitaution and historical information ıt also helps to see performance of IT team.
eBA:ITSM’s dashboard feature increases the visibility of real-time business operations for faster, more informed decisions to improve performance and efficiency. At-a-glance charting provides an instant overview of your help desk’s service fulfillment.