Service Desk Module

The Canfigure Service Desk module has been built according to ITIL principles. When combined with the Canfigure CMDB and Change Management modules, the result is a fully integrated ITSM solution.

The template-based approach enables custom forms and workflow to be implemented for different Ticket types, including Service Request approvals and auto-routing of tickets to support groups.

The relationship capability provided by the underlying CMDB allows links between incidents and Configuration Items, including related RFC, Tasks and People.

Service Levels can be monitored according to the defined SLA resolution times, to produce statistics for Key Performance Indicator analysis.

The powerful e-mail processor can automatically create and update tickets from users including note creation and attachments, providing a high level of automated ticket management.

Service Desk Key Features

	Incident Management		Flexible SLA definition		Dashboard builder
	Problem Management		Service Portfolio Management		Request Fulfilment
	End User Self Service		Multi-level categorization		Custom Workflows
	E-mail Integration		Auto notifications		Calendar + Reminders
	Custom Reports		Knowledge Management		Escalation
	CMDB Integration		Active Directory Integration		REST API