Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0 Implementation Manual page 16

16 Introducing ServiceDesk
About ServiceDesk
Feature
ITIL-based processes
Ready-to-use workflows and
processes
Easy customization
Process-driven forms
Time zone support
Business hours support
Email notifications
Escalation rules
Integration with other
products
Key features of ServiceDesk
Table 1-1
Description
All ServiceDesk processes are fully ITIL-based, which lets you implement a full ITIL
solution.
ServiceDesk includes a set of high-quality, ITIL-based processes that have undergone
extensive testing and development effort.
All ServiceDesk processes and forms are easy to customize using the Workflow
Designer tool.
See "About Workflow Designer"
The default forms that ServiceDesk contains are process-driven rather than
data-driven. The user is not shown all of the available information for the form.
Instead, the user is shown what is relevant for the particular point they are at in the
process. The user is shown the information they need to see to move forward with
the process. This narrowing of focus helps ensure that the process is followed
correctly, and makes following the processes easier for new users.
The date and time that appear in tickets, alerts, and emails are displayed in the
appropriate time zone for the current user s location. This time zone support allows
for world-wide support capabilities and supports virtual help desks.
You can define the normal business hours for your organization, which accounts for
holidays and weekends. This business hours support allows for accurate Service Level
Agreement reporting and accurate reporting of average response time and resolution
time.
Email notifications are built into the ITIL processes. Email notifications keep users
aware of changes to ticket status, and allow users to verify that an issue is fixed. In
any process, email notifications can be used to notify the contacts that are associated
with a ticket, assign tasks, and send alerts.
Escalation rules can be configured so that escalations are triggered when certain
types of events occur. For example, an escalation might trigger when an incident
approaches the Service Level Agreement limitations. When a user has not responded
to a Change Management approval task, an escalation may also be triggered.
ServiceDesk can integrate with other products through the actions and URL calls
that can trigger events in other systems. ServiceDesk Web services can also be used
to display ServiceDesk processes and forms in third-party applications such as
Microsoft SharePoint.
on page 28.