Radiant Service Desk
Radiant Service Desk — New opportunities for Your Business
Users support and business processes automation for teams of all scales
Key features
Helpdesk and support customer
Key features
TICKETS
• All communications in one place!
• SLA control
• Time tracking
TEAM WORK
• Queues hierarchy
• Group roles support
• Ticket observing
CUSTOMER PORTAL
• Self-service
• Services and data base catalogue
• Advanced ticket lists
REPORTING
• Built-in metrics
• Report wizard
• Dashboards and views
AUTOMATION
• Advanced Mail Filters
• Macros and workflows
• Event Handlers (Triggers)
TEMPLATES
• Answers and notes templates
• Ticket forms
• Enclosure templates
36
languages
> 170 000
companies in the world
> 3 000 000
downloads
Proven ITSM solution for IT teams и companies
INCIDENT MANAGEMENT
• Registration and management
• Prioritization and categorization
• Routing and Collaboration
• Closing codes
• User satisfaction score
REQUEST MANAGEMENT
- Registration and categorization
- Routing based Services
- Multi-threaded work and coordination
- Quick closing and quality assessment
PROBLEM MANAGEMENT
- Identification and analysis
- Diagnostics and solutions
- Integration with the knowledge base
- Links to Incidents, Changes, CMD
CHANGE MANAGEMENT
- RFC processing
- Graphic visualization
- Assessment of Services availability
- CAB
- Planning and cost tracking
- Rollback Plan and PIR
- Integration with CMDB
TASK MANAGEMENT (DETAILS)
- Work planning and monitoring
- Estimation of workload
- Work schedule and budgeting
- Management of execution stages
KNOWLEDGE BASE
- Integration with Customer Portal
- Evaluation of the quality of articles
- Restricted access for agents and customer users
- Tags and attachments
- Incidents and requests solution
ASSET AND CONFIGURATIONS MANAGEMENT (CMDB)
- Integration with the Customer Portal
- Preset CI classes
- Flexible configuration
- CI versioning support
- Integration with monitoring systems
- SQL & API synchronization
- Access control
- KE Life Cycle Monitoring
SERVICES CATALOG
- Service Catalog creation and management
- Integration with the Customer Portal
- Multi-level structure support
- Automation of processing tickets based on services
- “My Services” – types and notifications
- Service Categories
- Extended reporting
- Service Catalog Templates
SERVICE LEVEL MANAGEMENT (SLA)
- SLA Creating and managing
- Functional and hierarchical escalation
- Escalation controls – views and notifications
- SLA reporting
- “Influence-Priority-SLA”Matrix
- “Criticality-Influence-Priority” Matrix
- “Service-Influence-SLA” Matrix
- “Type of treatment-Impact-Priority” Matrix
Single window for the whole company
Best Practices for Non-IT Services
ADMINISTRATIVE SERVICES
Your employees can quickly and easily order a taxi, moving to a new office or meeting room with a cup of coffee or tea.
FOR HR
Automation of admission procedures and dismissal of employees.
PURCHASE REQUESTS
Purchase order automatization
QUALITY CONTROL
Creation and processing of checklists for marketing and merchandising services
