Welcome to GoToAssist Service Desk (2024)

Service Desk is based on ITIL best practices, which are fundamentally geared towards toward the Information Technology (IT)industry. However, ITILprinciples employ great common sense that can be useful when applied to any industry that deals with customers, assets, or changes and upgrades to products, procedures or production environments.

Because Service Desk is based on the internationally recognized ITIL framework, it covers the following main elements of ITIL:

• Use Incidents and Incident Management – Reduce firefighting and free up time. Service Desk's incident management will help detect recurring issues, and provide quick and easy ways for your staff to resolve them.
• Use Problems and ProblemManagement – More than just an issue tracker, Service Desk's problem management can help you stop knowledge from walking out the door and stop re- inventing the wheel.
• Use Changes and Change Management – Keep a tight lid on the changes to your services and products. Have greater control over what gets developed and total visibility of everything that's going on.
• Use Releases and Release Management – Service Desk makes it easy to plan and test releases, schedule outages and generally avoid release issues. It allows for easy backtracking and sleuthing when things go wrong.
• Use Knowledge Articles and Knowledge Management – Get staff to share their insights and expertise with each other through Service Desk's knowledge management. Communicate with customers and keep them in the know.
• Use Configuration Items and Configuration Management – Service Desk configuration management makes it easy for you to see how things are related and how they impact each other. We've kept it simple and usable.
• Additional Features – Service Desk has you collaborating with messages, and tracking your time against services with its useful timesheet.

• More Service Desk Goodies to Make Your Life Easier Service Desk has a few extra features that complement its service management offering and make your life easier. No one likes feature bloat and neither do we - we've made sure our extra goodies have just what you need and nothing you don't.
• Powerful Reporting Service Desk keeps you informed with powerful reporting. Totally customizable, you can set up email schedules to automatically run and send out your reports when you need.
• It's All About People Keep track of your two most important assets - your customers and your staff. Store everyone's contact details within Service Desk's People section and give your service desk a customer-centric view of incidents.
• Super-Handy Timesheet Our super-handy integrated timesheet lets you either record time within an incident, problem, change or release, or in separate time entry forms. And record general time entries too. Easily run reports to see where the time has been recorded.
• Get Talking with Messages Get talking to your staff as well as your customers with Service Desk messages. Mark messages as customer viewable, add tags and add people to the watchlist.
• Stay in The Know Stay in the know and in control with our dashboards. Our Recent Activity dashboard gives you a bird's eye view of what's been happening across the board - see what's happening to your services and know who's been doing what.

Because Service Desk is based on the internationally recognized ITIL framework, it covers the following main elements of ITIL:

• Incident Management – Reduce firefighting and free up time. Service Desk's incident management will help detect recurring issues, and provide quick and easy ways for your staff to resolve them.
• Problem Management – More than just an issue tracker, use Service Desk's problem management to stop knowledge from walking out the door and stop re- inventing the wheel.
• Change Management – Keep a tight lid on the changes to your services and products. Have greater control over what gets developed and total visibility of everything that's going on.
• Release Management – Service Desk makes it easy to plan and test releases, schedule outages and generally avoid release badness. It allows for easy backtracking and sleuthing when things go wrong.
• Knowledge Management – Get staff to share their insights and expertise with each other through Service Desk's knowledge management. Communicate with customers and keep them in the know.
• Configuration Management – Service Desk configuration management makes it easy for you to see how things are related and how they impact each other. We've kept it simple and usable.
• Additional Features – Service Desk has you collaborating with messages, and tracking your time against services with its super-handy timesheet.

Since Service Desk is a service-based tool, you need to set up at least one service to get started. You can add to and edit the settings of your services later at any stage.

Your services can be anything you like, including things like the following:

• a product
• a website
• an application
• a project or initiative
• a test service to take Service Desk for a test drive!

Service Desk is for anyone who is interested in putting more structure around their service management procedures or who wants to introduce ITIL into their organization without frightening their staff or incurring huge implementation and training costs. Service Desk can suit small to medium as well as large organizations. It has customers from around the world from many sectors including IT, retail, marketing, finance, construction and energy sectors. Read more about who's using Service Desk.

Service Desk is based on ITIL best practices which is fundamentally geared towards Information Technology but at its heart it's just great common sense that can be applied to any industry that deals with customers, assets, or changes and upgrades to products, procedures or production environments.

Service Desk has been designed with the end user in mind rather than supporting every last detail of a framework. At the end of the day it's all about the people who have to use it. In a comparison of Service Desk with other ITSM and ITIL-based tools out there we believe Service Desk wins hands down when it comes to ease of use. There are a lot of other very nice and easy to use tools out there that cover just incident management or issue/bug tracking - however with Service Desk this is just a fraction of the equation. To really get the true benefit from implementing service management philosophies and processes you need an integrated tool that lets you see how your incidents, problems, changes, releases, knowledge and assets relate to and affect one another.

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