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.

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.


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