Service Desk Express Suite

Service Desk Express Suite 9.x is designed to meet your business requirements, automate your service desk processes and lower the cost of support operations. This customizable, browser-based service management solution combines best-in-class help desk software with core Information Technology Infrastructure Library (ITIL®) best practices, the industry standard framework for IT Service delivery and support.

The flexible architecture of the Service Desk Express Suite makes it perfect for the service needs of many departments. Powerful workflow software and solutions deliver superior service and reduce operational expenses, while interactive graphical reporting displays the data you need to make informed business decisions.

The newest release includes Microsoft Active Directory integration. Plus, the customizable interface gives you the flexibility to integrate it easily into your business processes. Use it out of the box or easily modify the interface, workflow, and database to meet your specific business requirements.

Service Desk Express Suite is:

Flexible
Service Desk Express Suite is flexible and easy to customize—without programming. Take advantage of drag-and-drop form design, point-and-click workflow, and simple database administration to easily meet the unique needs of your business.

Intuitive
Training for using this suite is easy and your staff will become productive quickly because of the intuitive Windows design in a globally accessible browser interface.

Economical
Realize a rapid return on your investment with increased productivity and efficiencies while also reducing response times and abandon rates.

Service Desk Express Suite includes:

Service Desk
Easily deploy and configure the service desk software for a broad range of service and support functions. From tracking employee requests to resolving customer issues, Service Desk Express Suite helps you create a proactive service center workflow, which supports your customers via self service, and your entire organization from IT to Facilities, to Human Resources.

Asset Management
The Asset Inventory and Tracking module provides a single, centralized database inventory tool for asset tracking, vendor tracking, and maintaining service contracts. Service Desk Express Asset Management provides mid-sized businesses with the database inventory software they need to work intelligently and efficiently and is integrated tightly with the help desk incident management, purchasing, and work order software.

Service Level Agreements
Improve service by keeping everyone informed of escalating requests and customer issues. Service Desk Express Suite’s workflow software automatically communicates responses and prioritizes requests that are in danger of falling behind, so you can quickly establish and exceed help desk service standards.

Work Order Management
Improve efficiency by automating repetitive tasks with Service Desk Express Suite’s work order software. Track time and materials for each work order and easily manage assignments across groups and departments. Work orders are fully integrated with the Service Desk Express and Asset Inventory and Tracking modules.

Self-Service Ticketing
Immediately impact your bottom line. Service Desk Express Self Service gives your customers the ability to submit and check status of service requests online. Service Desk Express Self Service is a cheaper and faster alternative to emailing or calling the help desk and provides your end users with improved access to the information they need.

Purchasing
Optimize the purchasing process by automating requests and maintaining a central database of inventory. This flexible workflow software and fully integrated inventory module helps mid-sized businesses save time and money by automating the purchasing process

Knowledge Base
An organization is only as good as its smartest people. With the Service Desk Express Statistical Information Retrieval Tool, information can be recorded and stored for instant retrieval by staff in any office or location. The knowledge base can be easily accessed by the help desk technicians or via self service.

Active Directory Integration
Employee databases in Service Desk Express can be automatically populated and updated from an organization's Active Directory System. This capability removes a significant amount of manual effort and provides for enhanced security for Windows integrated authentication.

Powerful Workflow Software
With both server-based and client-side business rules, Service Desk Express Suite gives you the power to automate your most challenging workflow processes. Service Desk Express Suite comes with an MBA (Service Desk Express Business Automation) that enables you to validate fields as they are entered, ensures data integrity on the back end, and enables automated communications and approvals. This provides a great combination of workforce management and service call software.

Real-time Reporting
Service Desk Express Management Center takes reporting one step further by providing real-time information. Managers can view real-time data in a graphical report and easily drill down to as much detail as they need. The interactive charting is easy to use and can be modified to meet the unique reporting needs of your management staff.

Easily transfer customizations To Production
Eliminate user downtime and manage changes to the Service Desk Express application efficiently. Service Desk Express Test-to- Production Tool reduces downtime and enables your administrator to develop and test customizations on a test server prior to rolling them out to production.

Integration with Microsoft SMS
If your company has invested in Microsoft’s System Management Server (SMS), your staff can easily access the wealth of hardware and software information stored in this powerful database inventory software. Reduced resolution times and faster problem diagnostics are just one click away.