Zero Downtime Helpdesk

The management of an IT operation means a balanced interaction of people, processes and tools participating in delivery of IT services in compliance with defined and controlled processes.

An implementation of ITSM system – ZD.Helpdesk into the IT management is a key step to an improvement of IT services for individual groups and is one of the basic means for an optimization of IT processes. The key role of ITSM system is to manage and control the IT support processes and contribute thus to an effective operation of an IT department.

When designing the coverage of ITSM processes, we consider the required range of ITSM system in order to provide IT services support processes for the following areas:

  • Incidents Management /Service Desk Function
  • Requirements Management
  • Configuration Management

ZD.Helpdesk platform provides tools for service processes support between a provider and a customer. The platform enables a definition and management of activities related to the service requirements processing with transparency, active control, effectivity, and quality.

Within ITSM support, the ZD.Helpdesk supports the following processes:

  • Process HelpDesk – provides an effective management of requirements, incidents and IT infrastructure issues. The module manages the entireete life cycle from a logging, classification to the resolution and closure. In order to increase its effectivity, HelpDesk supports bulk processing and creates specific links for an automation of activities over the set of coherent tickets (consolidation, distribution, master-slave, etc).
  • Process of configuration management – provides an account of defined attributes of assets and configuration elements (further as “CE”) for an operated IT infrastructure. It allows dynamic changes in structure of individual CE categories, a catalogue of mutual links and a record of links to related entities subject to ITSM management.
  • Process of services & SLA agreements directory – provides the directory of IT services, SLA and their parameters in relation to other supported ITSM processes.

The consultancy services for ITSM system implementation of IT service support include respective phases which cover particular areas of activities necessary for an implementation of a new IT services support management system.

Individual implementation stages are:

  • Requirements analysis and specification,
  • Design of a process model,
  • Detailed solution design,
  • Configuration and set up,
  • Training and system testing,
  • Application to the routine operation.