An organization's ability to succeed in today's eBusiness marketplace depends on the ongoing availability of its IT resources and its agility in the face of changing business requirements. Unicenter ServicePlus Service Desk manages virtually every aspect of an organization’s service level commitments. It automatically streamlines the identification, tracking and resolution of end-user issues and problems. Innovative knowledge tools speed the problem resolution process, ensuring improved service productivity while making end users self-sufficient. Users can access functionality via the Web and Wireless PDA interfaces. It empowers you to effectively manage calls, quickly resolve problems, share and leverage corporate knowledge, and manage critical IT assets.

Unicenter ServicePlus Service Desk is based on a powerful recording and workflow engine that maintains accountability for both system and business problems and resolutions, while tracking and monitoring service level agreements (SLAs), and managing valuable IT assets and infrastructure change. Built on a proven, reliable and highly scalable architecture, it allows service managers to focus on providing quality service solutions.

Seamless integration with a host of interrelated management tools provides unmatched functionality and flexibility that together are capable of managing all workflows associated with infrastructure management. Unicenter ServicePlus Service Desk leverages the power and functionality of Unicenter, enabling the service desk to effectively manage all organizational assets, systems, networks and people. Advanced features such as attachments, customer surveys and service level agreement management will reduce the total cost of ownership by enhancing the service desk staff’s ability to improve productivity and contain costs. Unicenter ServicePlus Service Desk is ITIL-compliant, highly scalable and runs under a fail-safe architecture. Augmented by implementation and maintenance services, Unicenter ServicePlus Service Desk is a superior solution that is unrivaled for all aspects of service and support management.

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Comprehensive HelpDesk

HelpDesk
A robust and easy-to-use repository to track end-user PC problems.

Service Level Agreements
Create SLAs by user / department / problem type and track compliance.

Self-Service Portal
Web-based self service portal for your employees.

HelpDesk Reports
Complete reports for Helpdesk workload and technician performance.

Knowledge Base
Searchable knowledge base to store solutions to common problems.

Track Network Problems
Automatically create tickets when network management applications send notifications.

Asset Management

Hardware/Software Inventory
Track hardware and software inventory across Windows/Linux.

Contract Management
Maintain all your support/maintenance contracts in one place.

Software License Tracking
Track license violations and ensure compliance.

Inventory Reports
Complete reports for hardware and software assets owned and used.

Purchase Order Tracking
Manage your IT purchase orders and automatically create assets from POs.

Product Catalog
Create and manage a complete list of all your assets and product types.

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Supporting End Users and Customers
In today's fluctuating marketplace, the cost and complexity of supporting end users and customers is continuously growing, and expectations are higher than ever. Problems are often complicated, yet the need for resolution is urgent.

The Web delivers a cost-effective and efficient way to manage this demand. However, providing these sophisticated resolution methodologies directly to whoever needs the information also requires powerful knowledge management capabilities. Knowledge management must place the right solution into the hands of customer quickly, efficiently and cost-effectively — in a method best suited for the individual problem. For example, service desk representatives may benefit from an unstructured knowledge search tool, while customers may require a more procedural problem-resolution approach.

A Complete Knowledge Solution
Unicenter ServicePlus Knowledge Tools delivers comprehensive knowledge solutions via multiple problem-solving technologies that can be used individually or collectively. Regardless of the mechanism used, data is retrieved from a common knowledge base. Unicenter ServicePlus Knowledge Tools features three retrieval mechanisms. Natural Language Search (NLS) method is a self-learning knowledge tool that can be used in conjunction with the service desk and features a natural language interface for easy problem resolution. Decision Tree method provides procedural guidance for virtually any support issues. Frequently Asked Questions (FAQs) search method provides the ability to browse all or part of the knowledge base based on topics and sub-topics of interest. Knowledge partitioning allows certain information to be restricted from selected users, while knowledge publishing is controlled through Architect, the knowledge administration tool.

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In today's environment the service desk is mandated to exceed previous performance achievements and better align itself with the business. In short, it's all about positively impacting the bottom line. In pursuit of these goals and to help meet these requirements the service desk needs information.

Yet, what were yesterday's problems are almost certainly not today's problems. The target keeps moving and the service desk needs to consistently follow the target and occasionally anticipate what's coming. What this dictates is that yesterday's data is inadequate to effectively run a service desk. You need today's data and you need it now.

Unicenter ServicePlus Dashboard helps meet these needs. It provides a window into the service desk database and this view displays information about trouble spots, resource utilization and key performance indicators (KPI).

Providing an out-of-the-box experience based on near real-time views of the service desk database, the dashboard provides cockpit-like displays of KPIs that are both graphical and tabular. Also knowing that you have unique needs, these out-of-box views can be easily manipulated and additional views can be added to meet your requirements.

This capability can be used to drive the activity of service desk managers in determining resource allocations; service desk leads are better empowered to focus on critical issues and individuals can better ascertain where their talents can be used at any given moment.

Designed to be compatible with all of the service desk's databases and developed to work with either our non-ITIL or ITIL implementations, Unicenter ServicePlus Dashboard can be installed and put to use in a matter of hours. If your unique requirements demand management insight that spans more than just the service desk database, our services organization can easily modify the dashboard to point at more than one database simultaneously and give you the information you need to run your business.

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