sDesk

sDesk is a cloud-based IT Service Management platform that integrates IT Service Management (ITSM) and Security Operations Centre (SOC) functionalities into a comprehensive solution. According to the vendor, sDesk is designed to help IT professionals efficiently manage incidents, requests, changes, problems, major incidents, and cyber security threats.

Key Features

Incident Management: sDesk enables users to effectively handle incidents, requests, changes, problems, and major incidents through its intuitive cloud-based platform. Users can prioritize and track tickets based on SLA due dates, automate ticket categorization and assignment, and monitor incident management performance using reports and dashboards.

Change Management: With sDesk, users can plan, implement, and review changes across the organization while minimizing disruption to daily operations. Workflows for change planning, approval, and review facilitate effective communication with stakeholders. Changes can be linked to related problems, incidents, and major incidents for improved visibility and coordination.

Problem Management: sDesk assists users in identifying and resolving the root cause of problems to prevent recurrence and mitigate risks. Effective problem management techniques, such as pattern and trend analysis, enable proactive resolution of underlying issues and improve operational efficiency by reducing incidents caused by known problems.

Major Incident Management: Users can coordinate prompt resolutions for high-impact, high-urgency incidents with sDesk. Continuous communication with customers and internal stakeholders, collaboration features, and real-time updates ensure effective incident resolution. Major incidents can be tracked and analyzed to identify areas for improvement.

Security Operations Centre: sDesk consolidates critical cyber security alerts and feeds within the IT service platform. Users can receive direct feeds from leading cyber security agencies, create security incidents from custom RSS feeds, email notifications, and webhook integrations, and schedule and assign security tasks to prevent oversights.

SLA Management: sDesk empowers users to establish and enforce Service Level Agreements (SLAs) to meet customer expectations. Monitoring and tracking SLA performance, automating escalations, and generating SLA reports ensure compliance and enhance service delivery.

Knowledge Management: With sDesk, users can centrally manage knowledge resources for easy access and sharing. Creating and maintaining a knowledge base of articles, FAQs, and solutions enables self-service options and reduces resolution time.

Service Catalog: sDesk enables users to create and publish a catalog of IT services offered to users. Streamlining service requests, automating approvals, and tracking service delivery optimize customer satisfaction and service delivery efficiency.

Asset Management: sDesk allows users to effectively track and manage IT assets throughout their lifecycle. Maintaining an accurate inventory, tracking hardware and software details, scheduling maintenance tasks, and automating asset-related workflows maximize asset utilization and cost optimization.

Reporting and Analytics: sDesk provides comprehensive reports and visual dashboards to gain insights into IT service performance, incident trends, problem patterns, and change management effectiveness. Data-driven analytics support informed decision-making and improve overall IT service delivery.