Symantec ServiceDesk

Support for Symantec Management Platform 7.0

Symantec ServiceDesk now supports the latest version of the Symantec Management Platform. Easily integrate features of security, data loss prevention, systems management, backup and recovery, and more.

• Integration and coordination between different Symantec products including security, data loss prevention, systems management, and backup and recovery.
• Because of the flexible nature of the Symantec Management Platform, it allows for future integration with even more Symantec products
• Integration with the Configuration Management Database (CMDB) built into the Symantec management Platform.
• Integration into remediation data and tools to enable process creation around the resolution of problems in the environment

Fast, task relevant screens

Fast, task relevant screens help both technicians and end users provide only the required information to move the process forward. Simplifying the screens eliminates wasted and minimizes risk of incorrect data entry. Ultimately this helps to decrease the time it takes to resolve requests.

• Decreases the time it takes to resolve requests
• Eliminates wasted time gathering irrelevant or unneeded information
• Minimizes risk of incorrect data entry.

ITIL and best practice based Service Desk processes

Process workflows are included with ServiceDesk 7.0 out of the box

• Reduce IT costs
• Processes available out-of-the-box
• Support for ITIL best practices

Drag and drop Workflow Designer

ServiceDesk provides an easy to use and graphical drag-and-drop designer for designing forms, surveys and processes. It means that IT staff don’t need to have coding skills to optimize and automate their service desk processes and workflows. The visual designer lays the foundation for IT process optimization and leverages the correct blend of ease of use and extensibility.

• Fast and easy customization of forms, surveys and processes
• No coding skills required
• Puts process creation back in the hands of process owners

Scheduling capabilities and Forward Schedule of Change

Calendar view of all scheduled changes including monthly and daily views, Gantt views or collision charts that identify where business services or CIs overlap in the schedule.

• Avoid collisions (multiple changes unintentionally scheduled on same business service or CI) and minimize the risk of unplanned outages
• Effectively schedule resources
• Minimize down time
• Respond faster to change requests

Customizable dashboards and analytic reporting

Ability to integrate reports, external and custom built web parts. The integrated reports are enhanced with a library of graphical components which can be used to display trends, volumes, ratios, and escalations. The administrator can mix and match these components in a wide range of presentation styles to fit the needs of the business as well as customize the content for dashboards that are secured at an individual, group or role level.

• Quickly and easily deliver meaningful information
• Visual reports
• Enhanced reporting provides the information needed to improve IT processes, planning, and resourcing

Knowledge Base

Knowledge can be entered in the form of articles, FAQs, discussion board entries, or wiki articles. This information is immediately integrated into the approval process so the Knowledge Manager can review articles for content and accuracy prior to publication. All entries can be user rated to determine those articles that should be removed or edited/improved. The knowledge base also includes a scrolling bulletin board service, which facilitates proactive notification and communication to the organization.

• Access to available resolution information or workarounds reduces and eliminates triage cycles and provides consistency across the ServiceDesk.
• Provides end users with up to the minute status directly from the submission portal.
• Ability to proactively inform users of wide spread problems or future changes.