Activ Servicedesk
IT organisations are in the hot seat. They must provide more services and value with fewer resources and less money. For organisations that want to improve the framework of their IT Service Management (ITSM), Activ Servicedesk software solution offers an integrated ITSM toolset that helps you to:

• Align IT with business objectives.
• Manage IT services throughout their lifecycles.
• Reduce the cost of service delivery.
• Enhance service management governance and accountability.
• Improve service quality and IT reliability.
• Redirect support costs and lower total cost of ownership.
  
  

Incident Management

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Restoring the agreed service to the business as soon as possible.

• records all incidents whether entered manually by the service desk team or automatically reported by network monitoring tools.
• allows you to prioritize and classify incidents
• escalate incidents either technically or hierarchically
• keeps the customer informed of the progress of thier incidents through emails and the self service browser interface.
• records resolution and closure details.
• Integrates with Problem Management & the Configuration Management database (CMDB)

Problem Management

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The proactive identification and root cause analysis of incidents.

The Problem Management module of Activ Servicedesk:

• records all identified problems.
• records the investigations steps to determine the root cause
• documents the problem resolution
• raised change requests within Change Management
• Integrates with Change Management & the Configuration Management database (CMDB)

Configuration Management

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Defining and controlling the configuration items of the service and infrastructure together with thier relationships.

The Configuration Management (CMDB) module of Activ Servicedesk:

• allows the definition of Configuration Item(CI) types.
• allows you to define the attributes to be recorded against each CI type.
• records all configuration items including IT assets, documents, people, suppliers and any other component of the IT service delivery.
• tracks all the changes to configuration items.
• tracks configuration item location and movements .
• defines the relationships between Cis.
• identifies CIs that may be impacted by a change on another CI.
• allows a baseline to be taken prior to any release to live.

Change Management

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Assessing and approving all changes to the IT service delivery and ensuring changes are implemented and reviewed in a controlled manner.

The Change Management module of Activ Servicedesk:

• records all change requests
• allows you to prioritize and classify changes.
• documents the risks impacts and business benefits of changes.
• ensures rollback plans are available prior to a change release.
• ensures changes are reviewed for success.
• allows priority authorisation for emergency changes.
• integrates closely with configuration management.
• maintains a schedule of changes.
• defines the relationships between Cis.
• identifies CIs that may be impacted by a change on another CI.
• allows a baseline to be taken prior to any release to live.

Capacity Management

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Ensuring sufficent capacity to meet current and future agreed demards of the customer's business need.

The Capacity Management module of Activ Servicedesk:

• integrates with 3rd party network monitoring tools
• tracks network, server and pc capacity.
• sends notification alerts when trigger points are hit.

Service Reporting

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Producing timely, reliable and accurate reports for informed decision making.

The Service Reporting module of Activ Servicedesk allows reporting of:

• performance against service level agreements (SLA)
• security breeches
• work load characteristics e.g. Volume of incidents, resource utilisation etc.
• trend information.