SLA: response and turnaround time
Completing the incident registration process may result in the request turnaround time determination. The time frame for resolving a defect is determined by the Service Level Agreement (SLA). The agreement specifies the response time and the turnaround time for a selected category, priority, or location. If a request is resolved within the declared time, it will be deemed SLA-compliant. Periodic analysis of request turnaround time and, therefore, SLA compliance will allow you to determine the quality of IT services provided. Reducing the time the IT team needs to respond to business systems defects and quickly fix failures minimizes the risk of downtime.
ServiceDesk implementation and configuration
With the OXARI system, you can configure the ServiceDesk module operation logic by yourself. You can also adjust the content of the control panels to the current request registration process guidelines. After the automatic installation is completed, the installed module includes a predefined list of categories, statuses, and priorities. Now you only need to create the service icon on users’ desktops to launch the ticket registration process. If you have an Active Directory service, the application enables single sign-on (SSO) and fills in the personnel database with employees’ e-mail addresses.
ServiceDesk and Resource Management
OXARI system uses remote agents to read hardware and system information from the registered computer workstations. When combined with the software analysis module and the asset management module, your IT department has a full set of information at their disposal related to the devices associated with the requests. With access to hardware parameters, BIOS, installed applications, service level agreements, and warranties, the troubleshooting time is reduced and the administrators’ job is made easier. The tools included in the Remote Management and Automation module allow for remote troubleshooting without the need to be physically present at the workstation.
ServiceDesk implementation benefits
The main benefits of implementing the ServiceDesk module are: the systemic handling of the request registration process and an increase in the standard availability level of the company services. The knowledge about the most frequently reported defects, combined with the company’s resource information, results in flexible management of the available IT infrastructure. The support center also makes it easier for users to communicate their everyday problems to support engineers. The ServiceDesk portal also provides 24/7 registration of customer service requests outside of IT department working hours.