Service Desk software for IT and other departments
Your support team gets ready-made processes for incidents, requests and changes, while HR, legal and procurement handle requests on the same platform.
Market leaders choose SimpleOne
Service Desk software capabilities
Automation of reception of appeals
Contacting the Service Desk via omnichannel communication environment (self-service service portal, telephone, e-mail, messengers)
Automation of processing of appeals
Classification, prioritization and escalation of requests. Ability to create requests based on user messages. Transfer of requests to the 2nd support line and other specialized departments
Automation of mass notifications
Promptly informing IT service consumers about incidents affecting many users, about routine and urgent work, about changes in the functionality of the services provided, about the launch of new IT services
What tickets Service Desk handles
Incidents
Outages and errors that stop people from working.
| User and infrastructure incidents |
| Automatic prioritization based on a priority matrix |
| Major incidents: swarming sessions via Telegram |
| SLA tracking that shows the remaining business hours |
Requests and service catalog
Access, equipment, software — through the service catalog.
| Request logging via the self-service portal, agent interface or email |
| Automation of standard requests |
| Complex requests involving several departments |
| Service catalog available through the self-service portal |
Changes
Planned work on IT infrastructure, so that changes don't cause new outages.
| Change schedule for planning work |
| Approval path depends on the risk level: from local approval to the Change Advisory Board (CAB) |
Problems
Root causes of recurring incidents, not just their consequences.
| Root cause identification and elimination |
| Known error database with workarounds |
| Linked to the knowledge base |
Advantages of the solution
Fast deployment and scalability
Incidents, requests, changes, issues, SLAs and CMDBs, self-service portal - all key ITIL processes are ready at once. Speed of implementation and high automation from day one.
Intuitive UX/UI for user-friendly operation
An intuitive interface with drag-and-drop settings, visual dashboards and built-in editing makes Service Desk management easy. Reduce labor costs, speed up task completion and minimize training time
Ready-made service tools
SimpleOne is not just a Service Desk, but a ready-made ESM platform. You get service tools (CMDB, service portal, tools for metrics and KPI management, etc.) for all departments, significantly reducing the total cost of ownership.
Effect of Service Desk implementation
Increasing employee productivity
Expand your automation capabilities with apps and integrations
SimpleOne ITSM has REST API integration capabilities with a large number of systems, as well as messengers, mail and chatbots
See other products
Seamless integration with SimpleOne products
What our clients say
What Service Desk pricing depends on
Pricing and implementation timeline are set by a SimpleOne implementation partner after reviewing your requirements. Fill in the form at the bottom of the page — we will pass your request to a partner, who will prepare an estimate.
