Functions

Among the others, those product capabilities of Naumen Service Desk are demanded that help organizations to realize the full potential of IT service management and solve the following tasks:

• Building a single point of contact with users;
• Taking and registering users’ service calls;
• Classifying and assigning user’s service calls;
• Notifying users about statuses of incidents, service calls and IT infrastructure changes;
• Accumulating Knowledge Base by analyzing closed service calls;
• Building functional and hierarchical escalation procedures;
• Monitoring resolution deadlines of incidents and service calls;
• Maintaining IT service catalogue and service level agreements;
• Accounting of IT configuration items and managing changes of IT services and IT infrastructure;
• Managing business processes within IT infrastructure;
• Analyzing various reports and key metrics measuring the effectiveness and performance of IT service management and IT infrastructure;