Features
Top Performing Features
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 8.3
Configuration mangement
Database for tracking and reporting all business assets
Category average: 8.6
Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Category average: 8.6
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Incident and problem management
Streamlining ticketing and service restoration processes
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Service restoration
Impact assessment and automated fixes for common problems
Category average: 8.2
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Category average: 8.3
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.5
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 8.3
ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
Category average: 8.2
ITSM asset management
Managing all IT assets and enforcing policy rules
Configuration mangement
Database for tracking and reporting all business assets
Category average: 8.6
Asset management dashboard
Dashboard showing organization's software portfolio
Category average: 8.1
Policy and contract enforcement
Ensuring that requesters have eligibility before fullfullment
Category average: 7.9
Change management
Ensuring standardized processes for making changes to IT infrastructure
Change requests repository
Single repository of all planned changes and releases
Category average: 8.3
Change calendar
Calendar showing change schedule to stakeholders
Category average: 8.4
Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Category average: 8.6