Our Fully-integrated Service Desk with IT Ticketing, Performance, and Alerting Enables Rapid Resolutions.
The ScienceLogic EM7 integrated platform with automated alerts and ticketing workflow—in concert with the runbook automation of our Smart™ Actions functionality—documents and accelerates the problem-resolution process for rapid service desk response. Our combination of tightly integrated tools ties service desk capabilities to your IT operations for the flexibility and insight necessary for rapid response. Our detailed dashboards enable your service desk operators to view all incidents and tickets that might be having an impact on end users, giving them the comprehensive understanding needed to create a detailed trouble ticket, escalate a problem along a defined notification path, or take other actions for more efficient and responsive customer service. IT tickets can be created manually or generated by selecting an event, with most fields populated automatically by a single mouse-click.
ScienceLogic’s monitoring platform includes a centralized database, tools, and features that enable your business to deploy the Information Technology Infrastructure Library (ITIL) implementations quickly and cost-effectively. Our platform lets you build business-specific ITIL implementations right into your IT infrastructure to assist your service desk operators. ScienceLogic’s easy integration with leading monitoring and management solutions gives you a view of your entire infrastructure through a single pane of glass, allowing your service desk staff to focus in on problems where they exist for rapid resolution.
Customer satisfaction depends on an effective service desk, and ScienceLogic’s integrated approach that connects IT tickets, performance, alerts, and operations with all service desk functions means fast resolution of problems—often before they reach the end user.
Key Benefits & Features
- Full integration with performance, alerts, and IT ticket systems
- Service request prioritizing
- Problem escalation along pre-defined paths
- Pre-defined responses for efficient customer service
- Automated records for documentation and audits
- Issues prioritized according to business definitions