ITSM Service Desk

The Best IT Service Management (ITSM) Software

A Service Desk, also known as ServiceDesk, is a system used to create tickets for problems associated with products sold. It can also be used internally, where IT personnel can use the ServiceDesk to find out which computer problems people in the office are having. At Comodo, we have created a product that does everything you need, including:

  • Allow customers or employees to create their tickets
  • Automate the process of creating tickets
  • Allowing users to sort by agent, priority and more
  • Automatically tells you which tickets are most important, so you work them first
  • Allows you to close tickets quickly and move to the next problem

About Comodo Service Desk (ITSM) Software

Comodo Service Desk Software is a web based ticketing and support platform for enterprises and service providers to efficiently manage user support requests.

Comodo Service Desk Capabilities

The Comodo Service Desk (help desk) portal facilitates end users to create tickets for raising their support queries. Users can open/raise new tickets, check the status of their ticket, access the knowledge base and also register/enroll for an account.

Service Desk Vs ITSM

Service desk is defined as: "The single point of contact between the IT Service Management (ITSM) or service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users." The Service Desk is the first point of contact in an organization and functions as the facilitator between ITSM and the users. ITSM provides the actual services.

ITIL Approach

The Information Technology Infrastructure Library (ITIL) approach defines Service Desk as a primary IT function within IT service management (ITSM). In this approach, the Service Desk must serve as a single, central point of contact between the users and service providers, and enables users to raise service requests and report incidents.

The Roles

Those working the ServiceDesk may need the following people:

  • Managers
  • Supervisors
  • Analysts

Large corporations may require multiple managers and supervisors to ensure that work gets done promptly. We understand that most people already have an IT department setup and are looking for software that can take some of the brunt and automate some of the processes. However, we also feel it's necessary to discuss the roles and their responsibilities to ensure everyone knows what they should be doing.

ITSM Service Desk

The Responsibilities

The manager will manage the overall activities of supervisors and everyone else. They may take on CS roles when necessary and will know what to do if there is an issue or problem that can't be resolved through normal channels.

The supervisors or seniors will make sure that everyone does their job and may take on HR duties when required. When controversial or difficult calls are received, they may be the escalation point.

The analysts of the Service Desk are the ones that provide support to customers. They may also be called agents, and they will take calls or fix problems as necessary. Contact us today to learn more about what a service desk is.