ServiceDesk is a web based application suite designed for the Help Desk and Enterprise Service Desk. The product is open, flexible, and very extensible. ServiceDesk is implemented using an advanced architecture separating the deployment into three distinct layers that perform logical functions such as user interaction, workflow, data policy, and data manipulation.

HelpDesk
A robust and easy-to-use helpdesk that helps organizations automate their customer service and IT support processes to deliver consistent, reliable and superior service to both internal and external customers.

Knowledge Base
Empower your technicians with easy access to answers with a web-based searchable knowledgebase and enable faster problem resolution.

Incident Management
Incident Management is ServiceDesk’s front-end Module, which allows the ServiceDesk desk operator to document all incoming calls. Depending on the nature of the call, the call record is stored in ServiceDesk Database and used to track and manage the entire call issue’s process. Once a call is documented, ServiceDesk Service Desk operator creates a call report. A call report can then be used in other Modules to follow-up issues appropriately, such as creating a Problem ticket, requesting a new part or service, changing a record, or opening an order. Also Once Incidents are entered into the system, personnel are assigned incident tickets to resolve the issues. Automated notification and escalation procedures help track and quickly resolve the Incidents. All Incidents are documented, and reports are generated to determine trends, allowing management to take a more proactive stance in managing the company’s infrastructure while ensuring that the best possible levels of service quality and availability are maintained.

Configuration Management
It allows organization to efficiently identify, control, maintain, and verify the versions of configuration items (CI) that exist in organization IT infrastructure, Configuration Management help organization to keep track of software and hardware components and their relationships in organization network by recording information about devices, service information, and PC software. For example, a network administrator can look at a list of the PCs at his or her site. Other ServiceDesk Modules such as Incident Management and Change Management, access this repository of data in the Configuration Management Database (CMDB) to populate fields on forms through the use of link records. Hardware - Hardware resources can be any piece of equipment you may want to keep a record of like servers, workstations, network equipment, printers, modems, et al. Hardware resources can have associated:
• components
• applications
• backup information
• tasks
• needed skills
• acquisition information

Change Management
It ensures that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of change-related incidents upon the quality of organization service. Change Management allows organization to request, list, and track changes at a facility. For example, a change record can be opened to add a network line to an office.

Problem Management
helps organization to minimize the adverse impact of incidents and problems on organization business’s IT infrastructure by getting to the root cause of the errors related to the incidents and preventing recurrence of the errors. While Problem management has reactive and proactive aspects to its process, the reactive aspect helps organization to solve problems and prevent recurrence of those problems in response to one or more incidents and the proactive aspect Helps organization to identify the root cause of errors and solve them before Incidents occur.

Staff Management
Staff resources give the ability to track much needed, often unknown, information about the people that make up IT departments and perform the work on a daily basis. Associated with staff resources are:
• responsibilities
• skills
• schedules.

Location Management
Location resources can be any place hardware resources, staff resources, or backup media may be located or any other location needed to track. They might be buildings, departments, rooms, logical network locations or anything else relevant to operations. Associated with locations are:
• hardware
• staff
• backup media

Purchase Order Tracking
Track and Manage your IT purchases using the Purchase tracking feature and automatically create assets from POs. Vendor resources serve as the basis for acquisition information. Any time hardware, components, or applications are added with a purchase date, an acquisition record is automatically created. A vendor can then be associated with that acquisition for any or all of the following:
• purchase
• warranty
• maintenance

Product Catalog
Create and manage a comprehensive list of all the assets and product types that your organization owns and how many you have in each type.

Self-Service Portal
Reduce call volumes to your helpdesk with a Web-based self service portal where users can search the knowledge base, submit a request or check the status of their open requests – without adding to your incoming call volume.

Software License Tracking
Track software usage, license violations and ensure compliance. Minimize software costs by knowing exactly what you have and what you need.

Tasks
Tasks are the first step towards defining the many procedures that must occur on any given day of any given week in a modern IT environment. Tasks can be general or specific, recurring or one time only, prioritized, assigned a skill set needed to perform them, given a specific time and date, and be assigned an estimated time they take to be performed. All of these elements help to give an accurate representation of workloads at any given time.

History
Knowing what happened when and by whom is critical in today's complex IT environments. All data transactions within the IT Manager™ are logged and time stamped to a history file showing a before and after picture of the data where they become a permanent part of a resource's lifecycle.