Overview

i-enable sd (service desk) is a centralized Information Technology Infrastructure Library (ITIL) Web-based helpdesk tool for IT organizations. It provides a single point of contact that consolidates user requests from multiple sources to deliver high quality support, using ITIL best practices to manage IT operations and services. It offers integrated Incident Management, Problem Management, Change Management, Contract Management and Knowledge Base Management capabilities. It ensures visibility, insight, isolation and faster resolution of IT infrastructure issues by providing the right information at the right time as required by the IT operations team.

i-enable sd is an integrated solution that empowers IT to drive business success by enhancing operational efficiency and lowering operational costs, thereby helping businesses deliver new services more rapidly.

Key Business Benefits

• A fully customizable, user-friendly home page, providing single click control
• Web-based tool to implement best practices of ITIL process in the organization for IT support and operations
• Compatible with ITIL-based Incident Management, Problem Management, Change Management, Contract Management and Knowledge Base Management
• Extends well beyond the normal concept of a ‘helpdesk’ and represents a single point of contact between users and IT providers for delivering high-quality support
• Supports multiple languages – English and Arabic calendars with a single unified solution
• ITIL-based procedures and workflows with levels of approvals
• Provision to hold / unhold the ticket, operational hours and official holidays to track accurate SLA for Incident Management
• Records complete history in service desk operation 
• Back-up plan activity before implementing a change
• Centralized knowledge repository
• Manage and monitor your organization’s inventory
• Automated follow-ups with e-mails to end-users
• Permanent solution management
• Create and search knowledge base articles and sharing of known errors
• Increases productivity in your organization and decreases resolution time with simple user interface
• Reduces call escalations by increasing customer satisfaction ratings through quick and efficient reponses