| Features |
Advantages |
Benefits |
| Incident and Problem Management. |
Supports the prioritization of fixing the end user’s problem over root cause analysis. |
Increases service levels and employee productivity. |
| Ticket templates. |
Allows work order fields to be pre-populated with information found in the service request. |
Saves time and reduces errors. |
| Browser based End-user interface. |
Provides an easy-to-access, user interface to submit tickets, view updates and search solutions. |
Lowers costs by creating more self sufficient end users. |
| Searchable solutions. |
Provides quick access to solutions for specific service requests. |
Helps build the internal knowledgebase that will shorten the time to resolve problems. |
| Email listener. |
Efficiently processes inbound emails into service requests. |
Provides users an easy way to communicate with the service desk. |
| Based on leading standards-based technology. |
Provides a web-architected platform built on J2EE with advanced business process management, based on SOA, web services and XML. |
Open architecture that integrates easily with other business applications in the enterprise. |
| Built-in Configuration Tools. |
Allow users to quickly and easily make changes to their workspace, user interface, workflows, reports and more. |
Reduces costs by allowing users to make customizations rather than requiring programmers to get involved. |
| Extensive use of meta data. |
Separates customizations from the code itself. |
Allows customization and changes to be kept during upgrades to new release lowering costs. |
