SolveDirect ServiceDesk SD² — on demand Helpdesk Tool
Helpdesk management on demand
SolveDirect ServiceDesk SD² is an economical,
on demand solution for efficient helpdesk management.
Modular structure of ServiceDesk SD²
The modular structure of ServiceDesk SD² makes it easy to customize the solution. Additional functionalities can be added easily according to the growth and the needs of the organization.
Advantages
- On demand solution: Accessible 24/7 from any Internet connection or mobile device
- Easily scheduled and flexible costs
- Fast implementation within a few days
High availability and data security- ITIL based state-of-the-art solution
- Mobility function
- Multi language
According to your organisational requirements: Compact, Standard or Premium
| ServiceDesk SD² |
|
Standard |
Premium |
| Numbers of Users Included |
|
5 |
8 |
| Additional Users |
|
• |
• |
| Maximum Number of Tickets |
|
250/Month |
unlimited |
| Modules |
|
|
|
Master Data Administration
SD.BasicData |
|
√ |
√ |
Helpdesk
SD.call |
|
√ |
√ |
Technical Dispatch
SD.dispatch |
|
√ |
√ |
Escalation Management
SD.message |
|
√ |
√ |
Reporting
SD.report |
|
√ |
√ |
Asset Management
SD.inventory |
|
√ |
√ |
Solution Data Base
SD.solution |
|
• |
√ |
Mobility Function
SD.mobile |
|
• |
√ |
Spare Part Management
SD.logistics |
|
• |
• |
System Connection
SD.bridge |
|
• |
• |
Service Portal Integration
SD.OpenEngine |
|
• |
• |
| SD.support |
|
|
|
| Hotline 7×24 |
|
√ |
√ |
Telephone- and Email-Support
Workdays MO–FR 9–17 hrs —
according to SD.support packages |
|
√ |
√ |
| Key: ¬ … Not available| • … Optional | √ … Standard |
ServiceDesk SD² functions
All ServiceDesk SD² functions: Helpdesk/Moduls
Summary:
Helpdesk SD.call
- Open ticket by selecting between different options
- Ticket automatically contains information about user, device type,
asset, and location
- Flexible field arrangement and definition of obligatory fields
- Specific ticket layout for various kinds of users (for end-user,
1st and 2nd level support, specialist …)
- Possible to upload attachments (screenshots, etc.)
- More about Helpdesk SD.call
Technician Dispatch SD.dispatch
- Automatic allocation to technician, specialist or support groups
- Escalation to external service provider
- Exact entry of operational time for each ticket
- Display the availability of technicians with calendar function
- Assign calls to technicians on their Mobile/PDA/Blackberry
- More about Helpdesk SD.dispatch
Reporting SD.report
- Real-time analysis combining more than 30 different criteria
(ticket volume, service time, service levels, etc.)
- Automatic generation of pre-defined reports at selected intervals and sent to specific email addresses
- Drill-down functionality from a graphical overview to each single ticket
- More about Helpdesk SD.report
Asset Management SD.inventory
- Administration of locations, devices and users
- Efficient use of existing asset information to open tickets
- Automatic allocation of devices to service contracts, service levels and locations
- Supports IMAC functions (Install, Move, Add, Change)
- Upload and download function of data from CSV files
- More about Helpdesk SD.inventory
Further modules
Further informations about ServiceDesk SD²
ServiceDesk SD² Sales partner
