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Welcome to GoToAssist Service Desk

Service Desk is a SaaS (Software as a Service) application that helps you manage your IT services from end to end. Service Desk is based on the internationally recognized Information Technology Infrastructure Library (ITIL) framework and covers incident, problem, change, release and configuration management. For those not familiar with ITIL and its concepts, this means that Service Desk covers the full spectrum of managing a service, from dealing with customer issues to implementing changes to a service and mapping your assets and infrastructure.

Service Desk & ITIL

Service Desk is based on ITIL best practices, which are fundamentally geared towards toward the Information Technology (IT) industry. However, ITIL principles employ great common sense that can be useful when applied to any industry that deals with customers, assets, or changes and upgrades to products, procedures or production environments.

Because Service Desk is based on the internationally recognized ITIL framework, it covers the following main elements of ITIL:

  • Use Incidents and Incident Management – Reduce firefighting and free up time. Service Desk's incident management will help detect recurring issues, and provide quick and easy ways for your staff to resolve them.
  • Use Problems and Problem Management – More than just an issue tracker, Service Desk's problem management can help you stop knowledge from walking out the door and stop re- inventing the wheel.
  • Use Changes and Change Management – Keep a tight lid on the changes to your services and products. Have greater control over what gets developed and total visibility of everything that's going on.
  • Use Releases and Release Management – Service Desk makes it easy to plan and test releases, schedule outages and generally avoid release issues. It allows for easy backtracking and sleuthing when things go wrong.
  • Use Knowledge Articles and Knowledge Management – Get staff to share their insights and expertise with each other through Service Desk's knowledge management. Communicate with customers and keep them in the know.
  • Use Configuration Items and Configuration Management – Service Desk configuration management makes it easy for you to see how things are related and how they impact each other. We've kept it simple and usable.
  • Additional Features – Service Desk has you collaborating with messages, and tracking your time against services with its useful timesheet.

Applying Service Desk to any Organization

Service Desk is ideal for anyone who is interested in putting more structure around their service management procedures or who wants to introduce ITIL into their organization without frightening their staff or incurring huge implementation and training costs. Service Desk is designed with the end user in mind, not with enforcing a process, so it's easy to introduce into any organization. Service Desk can suit small, medium and large organizations and has a worldwide customer base that includes organizations from many sectors, including IT, retail, marketing, finance, construction and energy. By adopting Service Desk, you can implement a well-recognized framework into your organization's processes that puts more structure into your service management process. This benefits customers, staff, and ultimately the entire business.

How is Service Desk different from other service-management tools?

Service Desk has been designed to focus on the end user rather than attempting to support every last detail of a framework. It is meant to open up communications between the developers of a service and their customers with professional, easy-to-use interfaces on each end. There are a lot of other easy-to-use tools out there that cover just incident management or issue/bug tracking, but with Service Desk this is just a fraction of the equation. To really get the true benefit from implementing service management philosophies and processes, you need an integrated tool that allows you to see how your incidents, problems, changes, releases, knowledge and assets relate to and affect one another.

Additional

  • More Service Desk Goodies to Make Your Life Easier Service Desk has a few extra features that complement its service management offering and make your life easier. No one likes feature bloat and neither do we - we've made sure our extra goodies have just what you need and nothing you don't.
  • Powerful Reporting Service Desk keeps you informed with powerful reporting. Totally customizable, you can set up email schedules to automatically run and send out your reports when you need.
  • It's All About People Keep track of your two most important assets - your customers and your staff. Store everyone's contact details within Service Desk's People section and give your service desk a customer-centric view of incidents.
  • Super-Handy Timesheet Our super-handy integrated timesheet lets you either record time within an incident, problem, change or release, or in separate time entry forms. And record general time entries too. Easily run reports to see where the time has been recorded.
  • Get Talking with Messages Get talking to your staff as well as your customers with Service Desk messages. Mark messages as customer viewable, add tags and add people to the watchlist.
  • Stay in The Know Stay in the know and in control with our dashboards. Our Recent Activity dashboard gives you a bird's eye view of what's been happening across the board - see what's happening to your services and know who's been doing what.

Because Service Desk is based on the internationally recognized ITIL framework, it covers the following main elements of ITIL:

  • Incident Management – Reduce firefighting and free up time. Service Desk's incident management will help detect recurring issues, and provide quick and easy ways for your staff to resolve them.
  • Problem Management – More than just an issue tracker, use Service Desk's problem management to stop knowledge from walking out the door and stop re- inventing the wheel.
  • Change Management – Keep a tight lid on the changes to your services and products. Have greater control over what gets developed and total visibility of everything that's going on.
  • Release Management – Service Desk makes it easy to plan and test releases, schedule outages and generally avoid release badness. It allows for easy backtracking and sleuthing when things go wrong.
  • Knowledge Management – Get staff to share their insights and expertise with each other through Service Desk's knowledge management. Communicate with customers and keep them in the know.
  • Configuration Management – Service Desk configuration management makes it easy for you to see how things are related and how they impact each other. We've kept it simple and usable.
  • Additional Features – Service Desk has you collaborating with messages, and tracking your time against services with its super-handy timesheet.

Making Incident Management Clear and Simple

Logging incidents is quick and simple with Service Desk. No more endless lists of fields to fill in. Just the important stuff. Easily format incident notes and add documents. Service Desk's interface makes incident management crystal clear.

Save Time and Effort with Service Desk Problem Management

Service Desk seamlessly integrates problems and incidents so you can reuse information, save time, and know where to focus your efforts. Our intuitive interface easily facilitates the creation of a comprehensive knowledge base. Problems solved!

Change management made easy with Service Desk

Plan. Build. Test. Service Desk change management enables change stakeholders to easily collaborate and facilitate a change through its lifecycle. And with seamless linking between incidents, problems and releases you'll have an audit trail to make even the most rigorous of auditors happy.

A Release Manager's Dream

Service Desk is a release manager's dream. Our seamless linking with incidents, problems and changes means you know what's in every release and why. Track every deployment. Know when it happened. Keep stakeholders informed via our watchlist. It's easy.

Stop Knowledge from Walking Out the Door

Keep your staff and customers in the know with Service Desk’s Knowledge Management. Seamlessly tied to incidents, problems, changes and releases, knowledge lets you share insights and experiences of your services from technical how-to guides to customer FAQs.

Beautifully Simple Configuration Management

We've made configuration management simple. Easily manage your configuration items, define their relationships, and instantly find out what affects what - impact assessment made easy. Quickly find those configuration items giving you pain - saving you time and money.

Welcome

Service Desk is a SaaS (Software as a Service) application that helps you manage your IT services from end to end. Service Desk is based on the internationally recognized ITIL framework and covers incident, problem, change, release and configuration management. For those not familiar with ITIL and its concepts, this means that Service Desk covers the full spectrum of managing a service, from dealing with customer issues to implementing changes to a service, and mapping your assets and infrastructure.

Get Started

Since Service Desk is a service-based tool, you need to set up at least one service to get started. You can add to and edit the settings of your services later at any stage.

Your services can be anything you like, including things like the following:

  • a product
  • a website
  • an application
  • a project or initiative
  • a test service to take Service Desk for a test drive!

About Service Desk

Who is Service Desk for?

Service Desk is for anyone who is interested in putting more structure around their service management procedures or who wants to introduce ITIL into their organization without frightening their staff or incurring huge implementation and training costs. Service Desk can suit small to medium as well as large organizations. It has customers from around the world from many sectors including IT, retail, marketing, finance, construction and energy sectors. Read more about who's using Service Desk.

Service Desk is based on ITIL best practices which is fundamentally geared towards Information Technology but at its heart it's just great common sense that can be applied to any industry that deals with customers, assets, or changes and upgrades to products, procedures or production environments.

Why should I use Service Desk?

Service Desk is easy to learn, easy to use, and easy on the pocket. Just sign up and start using it, you'll be creating incidents within 10 minutes with no need for a manual. Service Desk is designed with the end user in mind, not with enforcing a process, so it'll be a breeze to introduce to your business. And by adopting Service Desk you will be adopting a well-recognized framework - putting more structure into your service management processes is good for your customers, staff and ultimately your business.

How is Service Desk different to other service management tools?

Service Desk has been designed with the end user in mind rather than supporting every last detail of a framework. At the end of the day it's all about the people who have to use it. In a comparison of Service Desk with other ITSM and ITIL-based tools out there we believe Service Desk wins hands down when it comes to ease of use. There are a lot of other very nice and easy to use tools out there that cover just incident management or issue/bug tracking - however with Service Desk this is just a fraction of the equation. To really get the true benefit from implementing service management philosophies and processes you need an integrated tool that lets you see how your incidents, problems, changes, releases, knowledge and assets relate to and affect one another.

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