Freshservice

Refreshing ITSM with your own ITIL-ready service desk on the cloud. Simple, efficient service desk software that’s fun to use Your service desk isn’t just software. It’s where agents meet users; where people meet technology. Freshservice makes sure that agents are able to support users with minimum fuss, and at the same time enjoy themselves, driving up efficiency and productivity. Which means happier agents and happier users, all thanks to a stunningly efficient service desk. There’s nothing to install, and you can start using Freshservice immediately. Go mobile, with the cloud advantage Agents can support users from wherever they are - respond to issues, assign tasks, and filter through tickets, right from their smart phones. Add this to the advantage of not having to host your own servers, manage licenses or worry about patches, and your life as a support admin is as easy as can be. Asset Management ------------------------------------- Freshservice's IT Asset Management (ITAM) Software Features: - CMDB specifications and properties. - Track and manage CI on and off the network. - Discovery probe to discover new assets. - Attach Relationship to assets linked or used. - Incidents and service requests to particular CI. - Interlink vendors contact to the service catalog. - Expenses and maintenance cost all tabbed. - Impact analysis across the CIs. - Hardware inventory and software scanning. - Track software licenses. A complete package of various features of Freshservice IT Asset management software to keep your service desk running smoothly. Assets Life cycle management: Keep track of complete IT assets management software lifecycle right from procurement, maintenance, depreciation to disposal. The product catalog and vendor management will track the purchase orders. Know the total ownership cost of an asset at any given point. Better assets optimization: Identify possible threats proactively based on linked tickets. CI relationship analysis helps in understanding the impact and deciding next course of actions. Be in a better position to resolve tickets faster and for efficient change management. Control your IT assets data: Document each facet of your ITIL ready asset management software to understand their face value at any given point of time. Such accurate data will help you find solutions rather than engaging more problems. Discover new assets easily: The Discovery Probe automates your service desk software inventory. You can find, collect data and categorize in just a few clicks. Save yourself the time required to collate all the data points. Online IT asset management tool: No more worrying about data privacy and maintenance with everything stored on the cloud. Easily comply with SLA policies and access your data from anywhere. Control and manage your hardware and IT inventory right through your service desk. If this wasn’t enough, you can manage all the mobile devices in your network too. Incident Management ------------------------------------- Minimize the impact of IT disruptions on your organisation. Freshservice Incident Management software is a cloud-based solution for handling your organization's incidents. Any sort of failure or disruption caused to your IT service, be it configuration item or asset, is known as an incident. Your first priority in such a scenario is to restore normal service, minimize your impact on business operations, and ensure best possible service level agreement. Awareness of the major incidents’ cause is imperative and might need a root cause analysis to understand it better and take any further action. You need to establish a prompt resolution or workaround to restore service at the earliest. Freshservice IT Incident Management software start capturing incidents through various mediums - right from self-service portal, phone calls, chats, emails, web interface, to incoming events. Prioritize and assign based on the impact and urgency of the failure or interruption. Automate and route incidents directly to the right agent or support team. Save everyone's time and reduce tickets, creating a Knowledge Base with all the FAQs and solutions one could need right through your service desk. How Freshservice IT Incident Management Software Tool Works Capture, track, and manage incidents Manage your incidents like never before with a seamless workflow to reduce any sort of IT disruption. Start capturing incidents to your service desk and tracking their statuses right away. Easy for end-users to log in to the portal and raise a ticket whenever an issue arises. Prioritize and organize incidents You are overloaded with ITIL tickets; you can’t handle them all at the same time. But with Freshservice, you can decide if the reported incident is urgent and needs to be addressed right away. Prioritize based on its importance and impact, and resolve accordingly. Start focusing on the urgent issues in a timely manner and tackle the less important tasks later. Categorize the incidents When an incident is raised, it is issued to the right agent and team for efficient resolution. In order to provide prompt service, assign your best agent to the most critical and important issues. Categorize the incidents based on their priority, different skills, and specialization. Prioritize and categorize your incident management tickets based on important issues Knowledge base for known errors Your service desk encounters different types of incidents everyday. If you start spending your precious time on trivial issues like resetting passwords, fixing router issues and faulty printers, then when will you tackle the potential threat disrupting your IT service? Now you can save your agents time with knowledge-based solution articles available on your self-service portal. End-users can directly refer to them for FAQ's answers. Automate your incidents Why invest your extra hours on sorting and assigning tickets when your service desk automation can take care of it? Set rules, specify the actions that need to be performed for certain scenarios, and start auto-assigning your incidents. Forget about getting knee-deep in mundane tasks when you can handle them with just a few clicks. Diagnose the incidents The first step to resolve any issue is to diagnose the incident. You need to analyze them, find the impact, and symptom. Find an easy workaround once you’ve gone through the root cause analysis. Add them to the incident notes to know about it in-depth and find measures to rectify the same. Escalate the incidents Some incidents are more critical in comparison to the common issues. Such incidents get escalated from first-level agents to the next level of support team for resolving the issues in a timely manner. Service Level Agreement (SLA) policies for your service desk determines the timeframe set up for every agent to respond to the incidents, and resolve tickets based on their priorities. This also set up a standard method to determine critical issues and enable escalations in good time for your support team to satisfy the end-users' request. Set SLA policies for the time with agents should respond and resolve incidents Incident resolution Review the incidents as soon as you find solutions to the issues. Ensure smooth functioning of the IT service before you close the critical tickets. Create a set of rules to automatically close all the resolved tickets. You can also interlink common incidents to specific problems with simple service desk automation rules and enhance your customer support productivity. User satisfaction survey Identify the satisfaction level of the incident management tool's end-user and evaluate the performance of your support agents in resolving issues. Simply send across a survey form after every ticket closure. You can gauge and try achieving better results based on the generated results. Problem Management ------------------------------------- Analyze, identify, and resolve. As part of the problem management team, there are only two kinds of issues that you may come across– problems that bring down your entire service desk crashing down in a few hours, and problems that take a little over a few hours to do the same. Rest assured, there won't be even the faintest sign of a heads up when this hits you. All you need to do is give your best to keep the service desk running strong. This is exactly where Freshservice Problem Management software comes in to save the day. Easy problem recognition With all the incidents that come your way, the hard part is recognizing a pattern and pinpointing the underlying problems. The Freshservice Problem Management software makes it easy for you. Whenever an incident is raised and associated with a CI, you can easily check the CI's database for similar incidents and isolate problems in their early stages. Ideally, a problem should be diagnosed even before it causes an incident. So you can always create fresh, isolated problems, link them to incidents and CIs and notify requestors. Freshservice simplifies the problem management process by analyzing and escalating incidents. Freshservice provides a comprehensive problem analysis that makes it easy for you to diagnose the root cause. Comprehensive problem analysis Once you raise a problem, Freshservice simplifies the problem management process with a thorough analysis. This includes root cause analysis that scrutinizes the impact and symptoms of the problem in question. The methodical problem analysis also serves as an in-depth timeline of the entire issue that can be used for future references. Just a glance at the problem's page will tell you everything you need to know - from linked incidents and CIs, to due dates and reasons for the hiccup. Quick and efficient solutions Once you’ve completed the root cause analysis and identified the source of issue, it’s time to get working on a solution. To ensure that your problems are taken care of on time, set a due date for the resolution based on the complexity and business impact of the issue. Depending on factors like cost of the solution and return on investment (ROI), implementing a permanent solution right away might not be feasible. Until then, the best thing to do is to devise a workaround and communicate the same to all the affected customers. Adding these solutions to the Knowledge Base as a solution article and easily attach the right knowledge base solutions in your responses. Attach the right solution to the problem and compile your Knowledge Base. The service desk automations in Freshservice help you save time by automating complex, recurring tasks. Smart Automations for Problem Management Aside from recognising problems and diagnosing the root cause, problem management also involves a lot of mundane, recurring tasks that you just can't get out of. For instance, when you identify the root cause of a problem, you might want to mark it as a known error and mark all related incidents as closed. Similarly, if a solution requires a change and the corresponding change has been implemented, the related problem and incidents have to be closed as well. But these time - consuming tasks can be easily automated and require almost no human intervention with Freshservice. The service desk automations on Freshservice, such as the Observer and Scenario Automations features, can execute these and many more complex actions with the click of a button - leaving you free to do what you do best: solve real problems. Change Management ------------------------------------- Managing changes gets simpler. You just walked in to work on a Monday to find out that your business is knee deep in trouble. Your entire team is flooded with change requests and they think they are going to be swamped for months. As the change manager, your only choice is to run through each of your changes, and help out your change technicians by leaving them notes on what to do next. But between an umpteen number of tabs, dropdown boxes and messages, it takes hours to understand and get to the bottom of every request, let alone resolve them. How do you plan on rolling out all your changes before the end of the day? Plan, track and rollback changes from one place Whether it's tracking changes, looking up linked problems or making plans for a rollout, Freshservice makes sure that any and every task is just a few clicks away. You can even assign away tasks to your agents if you find your plate's too full to handle something. Analyze and mitigate risks before they become a chore As change manager, you're well acquainted with Murphy's Law: If anything can go wrong, there is a high probability of it going wrong. And it will go wrong only when you're least prepared to handle it. Get rid of nasty surprises by analysing risks even as you rollout changes. Bring in custom workflows and approval processes As Head Honcho, make sure that everyone chips in their opinion before you rollout a change by creating Change Advisory Board (CAB)s. The best part is there's no limit to the number of CABs you can create so you can go all out and have multiple CABs based on any criteria - seniority, expertise or any number of inside jokes. You can even choose to send out approval requests to just a single CAB or multiple CABs! Collecting feedback's never been easier! Release Management ------------------------------------- Managing releases should be our work. Not yours! As the operations guy of your team knows well, Release Management is a tricky job. All the changes in your pipeline are rolled out in one go and it's his responsibility to make sure that none of the changes overlap and nothing breaks, which is easier said than done. Freshservice tries to make release management as seamless as possible by equipping you to deal with even the most unexpected of conflicts. Link related changes, document build and test plans to keep everyone in the loop and at ease with Freshservice. Gather changes and schedule ahead for every release Stay on top of all your changes by linking them together with an upcoming release. This way, not only does Freshservice force you to set a deadline and stick to it, always a good thing, but we also make sure that nobody's left behind by accounting for every possible change ahead of a release! Link changes to the releases and schedule ahead to avoid any disruption in your service desk software Plan out and test your releases beforehand so that your support system functions smoothly Watch out for nasty surprises that can bring you down on D-Day Make sure that you're always well-equipped to deal with any and all unexpected conflicts by documenting your build and test plans properly. This way, you are not only well prepared as a Boy Scout but you can also make sure that your team is in the loop as well. After all, rolling out a release isn't just about collating a bunch of changes and praying that it all works out well. Link related changes together and keep everybody in the loop It's the same thing everytime a release rolls out. There's always a bunch of people, hanging around our cubicle, demanding to know if their changes got rolled out properly. Not only do you have to deal with the stress of a release rolling out but you also have to put up with the constant badgering. Escape from all the fuss by having Freshservice backtrack all the changes you've added to a release and send out notifications to all your requestors automatically. This way every time you close a release, you get to enjoy that glass of champagne with some well-deserved peace and quiet.