Service desk

ITIL support

Our platform supports several ITIL processes from its core, enabling best practice service management for your operation. Integrated with the infrastructure management, both service desk and infrastructure management benefit highly from this tight coupling.

Alerts from infrastructure monitoring are automatically assessed, prioritised and assigned to tickets in a consistent manner, improving the efficiency of your support team.

Conversely, change or problem tickets in the system will automatically collect alerts from the monitoring engine during the known maintenance windows, or for problem devices. This minimises alert noise and the number of new incidents created for your team, allowing them to focus on the true incidents, or finding the root cause of the problem.

Change management can also be used for automated bulk provisioning, using our powerful configuration management engine, bringing ITIL structure to your implementation process.

Service catalog driven

Tickets raised from the infrastructure monitoring engine are prioritised according to the service levels defined in your service catalog. Service Level Agreements (SLA) are tracked via timers that are automatically applied to tickets based on your service catalog and customisable time-zone-aware coverage times.

Your support team can manage incidents for global customers knowing that our system will track each SLA, honouring your customers' time zones and your coverage commitments. Avoid missing an SLA knowing that your defined service levels are applied and tracked automatically.

Team oriented

Fully flexible, our platform allows you to define teams corresponding to your support structure, be it by technical skill, business role or shift roster. With your teams defined, service desk can be configured to automatically assign tickets to teams and individuals, taking into account their current workload.

Your team members can be granted access to sign in and out of multiple teams as the need arises, allowing you to cover complex support rostering requirements.

Extensible

Custom properties can be added to tickets, supporting multiple data types and offering the same level of validation and encrypted storage available in the CMDB. Similar to the CMDB, tickets can have calculated and scripted properties. This means you can calculate durations between date-time properties or use scripting to perform dynamic calculations of ticket property values, enhancing the automation of your service desk processes.

Monitoring integrated

Service desk is fully integrated with the infrastructure monitoring engine, providing your support team quick access to your customers' infrastructure directly from the tickets. Each ticket instantly provides a context-aware view of the infrastructure monitoring.

Each ticket presents all relevant information from the various components of your Gemmb platform, giving your support team a single view of everything they need to troubleshoot. For example, we present applicable service levels, contact information, alerts, related tickets and information about affected devices. Common troubleshooting tools such as ping, traceroute and our proprietary device Live Query are at your fingertips, as is remote access to the device by utilising our innovative Connector application.

Our tools work securely encrypted over the internet as well as over private networks, alleviating the need for your support team to be connected to your customers' networks via VPNs or dedicated links. Working remotely has never been as easy as with our platform.

Dashboard

Our SLA-driven service desk dashboard gives your support team an overview of tickets across all customers they have been granted access to.

At a glance your team can view and access tickets assigned directly to them.

Useful information displayed such as the priority and summary of tickets, the number of alerts they relate to and how the response and resolution SLA timers are tracking on individual tickets, enables your team to efficiently manage their workload to avoid missing your committed SLA.

Notification and external integration

Our multi-lingual, template-driven notification engine gives you full control over email and SMS notifications from the service desk.

Our platform is time-zone aware, allowing you to convert dates in notifications to the user's time zone, or send in UTC.

Utilising the flexibility of C#, you can configure complex business rules based on virtually any property of a ticket or events occurring. The rules will drive notification via email or SMS, or outbound third-party API integration, for example to your corporate or your customers' service desk software.