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theGuard! ServiceDesk

Optimize your service processes with theGuard! ServiceDesk


Today, effective service and support processes are the foundation for securing enterprise-wide business processes over the long-term. Administrators need to be able to pinpoint arising problems quickly and, most importantly, without affecting end users. They then have to identify the objects involved in the problem and resolve the issue as quickly as possible.

theGuard! ServiceDesk is ITIL compliant and gives you everything you need to significantly improve your IT service processes.

The standard modules of theGuard! ServiceDesk include:

  • Incident Management
  • Problem Management
  • Change Management
Brochure: theGuard! ServiceDesk (pdf, 363 kB)
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The Incident Management module of theGuard! ServiceDesk consists of a library of standard workflows and service processes for incident resolution. Based on these, all incidents are automatically assigned to the appropriate support group and managed through a knowledge base. Different interfaces are available for the creation of support tickets. The software provides Quick Tickets that serve as templates for ticket creation. These templates allow companies to resolve support tickets more quickly and to create them in a consistent format.

Unlike the Incident Management module, the Problem Management module is designed to work proactively by linking similar incidents in order to perform a structured and efficient root cause analysis.

This means that the sources of problems are managed on the basis of the information found in the knowledge base, allowing for the early identification and effective resolution of potential incidents. The ServiceDesk Dashboard provides a central overview of the performance indicators in the service & support processes of theGuard! ServiceDesk. Individual windows are combined and grouped to create a customized and role-based Dashboard View that displays information such as the workload of support groups, the number of critical tickets or escalations.

Change requests are forwarded to the Change Management module which strictly adheres to SOX guidelines. This enables companies to import changes into the existing IT environment in compliance with audit requirements. Comprehensive reports ensure that all events are documented and that service level compliance is monitored.

NEW: theGuard! ServiceDesk and SAP

 

The ticket interface with SAP Solution Manager allows for the seamless exchange of service data between the SAP system and theGuard! ServiceDesk. Requests can be viewed and processed in both systems. The assignment of tickets and the related transfer of responsibilities can be carried out across system boundaries.

Service staff hours and other billing related activities recorded in theGuard! ServiceDesk can be allocated to a request in the SAP system and then posted across module boundaries thanks to the interface with SAP CATS. The gathered data can then be evaluated and used for invoicing or reporting purposes. As the data is transferred, it is also made sure that the data is posted correctly in the SAP system.


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