Service Desk Software

Service desk software allows any type of service department to efficiently manage service requests.

 

service desk agent and customer

Service desk software provides service departments, including HR, Finance, Marketing/Sales, IT, Compliance, etc. with highly-customizable service workflow tools that allow them to accept and manage a variety of service requests from both internal and external customers.


Service Desk Software Description/Summary

service desk software example

In the simple model above, you can see how a service desk software collects, tracks and routes individual service requests to the proper staff for processing.

  • Administrators create service request-specific forms that collect all required information to ensure that the proper service request information is provided in the proper format.
  • Administrators also create workflow rules and processes that take submitted forms and route them as needed. Processes can be multi-threaded flows that branch off based on logic built-in to the workflow.
  • Internal and external users are given access to a portal where they can submit service requests, track the status of their requests, take any necessary follow-up actions and provide feedback to staff handling their requests.

Workflow for Service Desks

Service desk systems provide tools for developing workflows that follow preset business rules and ensure that requests are received by the best person to handle them. This can be based on role, management level, department, etc.

Alerts can be configured to indicate that a new service request has been submitted as well as reminders at preset intervals that ensure the request is handled in a timely manner. This prevents the need for emails and phone calls to follow up on request status. In addition, the requester can track the progress of the request and see who is currently working on it.

Here's an example of a process designed with Integrify that allows employees to make a maintenance service request:

First, the Maintenance Form is completed

service desk request form

Then the Technician does the work and completes a form.

And this is the complete service maintenance request process. You can click on the image for a larger version of the process.

service desk request process
(Click for larger view)

Interested in Automating Your Service Desk Workflow?

We have a variety of resources to help you on your journey to an automated service desk workflow. 

Automate Any Service Desk

To see how quickly you can begin automating your service processes with service desk software from Integrify, request a demonstration or trial.


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