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 Managementwidth=40Flexible SLA definitionwidth=40Dashboard builder
width=40Problem Managementwidth=40Service Portfolio Managementwidth=40Request Fulfilment
width=40End User Self Servicewidth=40Multi-level categorizationwidth=40Custom Workflows
width=40E-mail Integrationwidth=40Auto notificationswidth=40Calendar + Reminders
width=40Custom Reportswidth=40Knowledge Managementwidth=40Escalation
width=40CMDB Integrationwidth=40Active Directory Integrationwidth=40REST API