Asset Management

With ATTACC Service Desk's Asset Management you can effectively manage IT and non-IT assets. Tracking and understanding the organization's environment is increasingly becoming a growing problem in most organizations. An easy to use and maintain CMDB can help elevate the pain.

• Asset Administration - Define the asset types, attributes and links between objects. The drag and drop screen designer couldn't be easier to use.
• Import Assets - With the Universal Data Connector assets can be imported from other databases (SQL/mySQL) or spreadsheets. Leverage other existing sources of data regardless of vendor.
• Integration - Asset information is tied to incidents and problems and can be viewed directly from the incident and problem windows. Asset history is automatically shown to see trends or view current open issues with a selected asset.

Incident Management

ATTACC Service Desk enables your organization to streamline your incident process, effectively use knowledge and resolve issues quicker. Technicians shouldn't be bogged down with tracking what they are doing. Quick and efficient ATTACC Service Desk automates some of the typical tasks that can slow processes down.

Automate routing of issues through the use of Routing Rules. Based on the category, asset type or item, location, department or other fields, the assignment to the correct support team or technician can be automated. Quick Incidents speed creation of common incidents and can even be published to end users by department or location. Enable human resources to submit a new hire process with the required information and have it route to the correct support teams to increase efficiency.

Reduce calls to service desk by processing incoming emails to incidents and allowing end users to submit incidents via the self service portal and search the knowledgebase. Keep users up to date with automated email notifications and customizable email templates.

Don't let things slip through the cracks with Service Level Agreements and escalations. SLA's can be applied based on fields in the incident window as it is being filled out. Reminder emails, color coding reassignments and priority escalation can be triggered throughout the incident lifecycle.

Don't recreate the wheel with use of the built in knowledgebase. Technicians won't need to leave the incident window to search the knowledgebase. The Dynamic Knowledgebase pane in the incident window will filter articles by category so that article details are a click away. Each article can be marked as public or limited to just technicians to separate configuration or procedure articles from end users.

Learn from the past. User and asset history is automatically shown in the incident window to spot reoccurring problems, training issues or problematic assets.

Knowledge Management

Creating an effective knowledgebase can help reduce time to resolution and costs associated with support of your organization. Document best practices, procedures and solutions to issues in a central repository.

• Build - Closed incidents can be submitted to the knowledgebase for inclusion or articles can be manually created directly in the knowledgebase.
• Approval - Articles that have been submitted from closed incidents must be approved before being accepted into the knowledgebase.
• Role Based - Roles define who can approve new articles in the knowledgebase. Knowledgebase access and article level rights can be set to specify which roles can access what in the knowledgebase.
• Categorize - Each article can be associated with a category and asset type or item for easier access and filtering.
• Accessibility - Technician gain quick access to knowledgebase articles directly from the incident window in the Dynamic Knowledgebase pane. Articles are filtered based on incident category and asset type or item selection. End users can access the knowledgebase from the self service portal. This allows for fewer calls to the service desk.

Problem Management

A problem is the unknown cause of one or more similar incidents. It could be an email server, print server, network device or printer is down that is effecting more than one user. ATTACC Service Desk eases the tracking and management of problems. Related incidents are attached to a problem so that when the problem is closed all attached incidents are closed as well. Problems descriptions and workaround information be published to the self service portal to alert end users of known problems. A problem is tied to the asset causing the issue for trend analysis and tracking.

The classification, prioritization, root cause analysis and resolution enable effective problem process handling in the organization. Assignment, knowledgebase and Service Level Agreements work the same as the incident process to enhance the workflow.