Name: sDesk
Price: 35 USD
Author: sDesk

Customer Training

Help Desk

Web and Video Conferencing

Customer Support

Cross-Browser Testing

Feature Management

Product Analytics

Virtual Reality

Development

Business Intelligence (BI)

Collaboration

Contract Analysis

Emissions Management

Payment Facilitation

Workflow

Enterprise

Accounting

Accounts Receivable

CTRM

Travel Management

Treasury Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

API Management

Change and Configuration Management

Cloud Migration

Cloud Storage

Configuration Management

Data Deduplication

Database-as-a-Service (DBaaS)

Fraud Detection

Game Engine

Integration Platform as a Service (iPaaS)

Managed Public Cloud Infrastructure

Migration

Mobile Data Security

Mobile Identity

Network Performance Monitoring

SaaS Management

Sensitive Data Discovery

Software Composition Analysis (SCA)

Time Series Databases

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Content Marketing

Email Marketing

Marketing Automation

Online Reputation Management

Social Media Management

Social Media Publishing

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Project Management

Task Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation

Sales Enablement

Sales Incentive Compensation Management

Sales Performance Management

eCommerce Analytics

Sales

Cloud Infrastructure Entitlement Management

Intrusion Detection

Security

Aviation

Banking

Geographic Information

Insurance Agency Management

Insurance Claims Management

Physical Therapy

Vertical-Specific

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Priority Matrix

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eMeetingsOnline

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FastEST, Inc.

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Aspen Technology

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Frosmo Ltd

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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.

Basic

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

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IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers.

IT Service Management (ITSM)

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Service restoration

Impact assessment and automated fixes for common problems

Self-service tools

Repository of information documenting common issues and known resolutions which can be accessed directly by users

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

ITSM reports and dashboards

Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

ITSM asset management

Managing all IT assets and enforcing policy rules

Configuration mangement

Database for tracking and reporting all business assets

Asset management dashboard

Dashboard showing organization's software portfolio

Policy and contract enforcement

Ensuring that requesters have eligibility before fullfullment

Change management

Ensuring standardized processes for making changes to IT infrastructure

Change requests repository

Single repository of all planned changes and releases

Change calendar

Calendar showing change schedule to stakeholders

Service-level management

Process for negotiating agreements regarding service level expectations, and ensuring these are met

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

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sDesk

Overview

What is sDesk?