Providing faster and better service whilst not “overwhelming” your own people: IT managers are all to well aware of this challenge. An IT service desk solution with an integrated service catalogue can help you increase both productivity and service quality of your support team, by reducing the workload of your team, as well as increasing user productivity. A value chain that benefits the entire organization.
Your Deskcenter Advantages
Heightened
user satisfaction
Increase user acceptance by providing a single point of contact for problems, questions, and requests – including a self-service portal.
Better
transparency
Work seamlessly with all necessary data from inventory, IT asset and license management.
Better
response
Accelerate your operational and response times with workflows and trigger processes such as ticket creation, approval or software deployment with more ways to automate
Integrated
workflows
Increase service quality by reducing manual intervention and thus sources for errors.
Higher team efficiencies for better customer service.
A complete IT service desk solution helps you in the daily balancing act of scarce IT resources and increasing user needs.
Quality results and increasing satisfaction comes from quality
High user satisfaction is seen one of the most important success factors for most organizations. With end-to-end service management and a resulting improvement in service availability and quality, you can significantly increase user as well as customer acceptance and satisfaction. Providing additional self-service offerings, you can do one better.
Best possible transparency results in optimal help
We believe it to be extremely important that agents can see as much information as possible when they first open a ticket. Hardware assets, operating system versions, software patch status, etc.: This all this helps to quickly narrow down causes and identify error sources.
Faster resolutions via automation
If you use workflows to define, automate and accelerate processes, you will make your service management demonstrably more efficient and flexible. Automation acts as a booster for service desk processes, whether it’s the automatic creation of tickets or the processing of requests and approvals. Create a real win-win with less processing time at the service desk and shorter response times for the user.
Integration: Turbo for ticket resolution
Automation paired with the seamless integration of license management and software deployment: This way, a ticket is solved in no time, with fewer manual steps, less email ping-pong and fewer escalations.
What our customers say
The successful combination of Helpdesk and System Management and the holistic approach helps us to minimize the loss of production. The Deskcenter Management Suite has proven its worth in practice.
CTO, Volkswagen AG
Deskcenter is exactly the right solution for our requirements for a modular IT management system. We have been able to reduce the response times for second-level support enormously, thanks to Deskcenter.
IT manager, Hospital Agatharied
Thanks Deskcenter we can make a clear division of responsibilities for the service desk employees and ensure single point of contact. The recording and processing of requests is now much faster and the user can view the processing status via web portal. We improve service quality, save time and increase transparency.
Head of IT Organisation, IMO Holding GmbH
The Building Blocks for your smooth Service Management
Service Management
Your service desk is the single point of contact for all your users' needs. Not only for malfunctions and problems, but also for questions and requests. This is where all tickets come together. Deskcenter Service Management offers you everything you need for a time- and cost-saving operation. This includes a self-service portal, where users can directly search for solutions in the knowledge base or request required software, hardware and other services - like from an online catalogue. Pre-defined workflows then process the requests in the background - including the collection and documentation of all necessary approvals.
Inventory & Lifecycle Management
A complete inventory of all IT assets is the basis for managing all devices that log on to your network - and thus also for an efficient service desk. Agents who have the assets and date of an associated incident directly on their screen can help more effectively and quickly.
Software Management
Whether operating systems, apps or firmware, updates or patches, or servers, PCs or smartphones, thanks to adaptable workflows, you can conveniently manage distributed environments centrally and rule-based. This makes the automated deployment, provisioning and installation, repair or uninstallation of any software packages a matter of course - which your agents can conveniently trigger directly from the service desk. All you need is Deskcenter Software Management alongside the service desk.
Lizense Management
The end user urgently requests a new app. It is helpful if the approval workflow can also check whether sufficient licenses are still available or whether additional licenses need to be purchased. Or whether one users license, who does not use the software, can be reassigned. The optional integration with Deskcenter License Management delivers just that.