In a bid to increase the efficiency of the IT helpdesk in every organisation, ManageEngine, an enterprise IT management software company, in partnership with Tranter IT, has unveiled new features on its ServiceDesk Plus solution.
The unveiling was held at the annual workshop for the flagship product of ManageEngine, ServiceDesk Plus, at the Fourpoints by Sheraton Lagos on Thursday, 23 May, 2019.
ServiceDesk Plus is built on ITIL (Information Technology Infrastructure) version 4.0 framework and ISMS (Information Security Management System). This Solution is designed to deliver top of the range automated helpdesk services to enterprise organisations. One of its objectives, according to Lare Ayoola, Tranter IT’s CEO in an interview, is to help organisations deliver business objectives through low-cost and optimized IT services.
The IT service desk in any organisation is intended to be a primary point of engagement between the IT department and the organisation. It is the single point of contact (SPOC) between the service provider (IT) and users for day-to-day activities. ServiceDesk Plus provides great visibility and central control in dealing with IT issues to ensure that businesses suffer the least possible downtime drastically improving the productivity of the entire organisation. ServiceDesk Plus can be deployed on cloud and on premise.
“ServiceDesk Plus integrates with other ManageEngine solutions such as Desktop Central, Asset Explorer, AD360, Self Service amongst others.” said Karthik Ananda Rao, Chief Evangelist for the ManageEngine Suite of solutions. “Over 150 built in reports and analytics help organisations make informed decisions. The advanced integrations in ManageEngine solutions allow for quick access the ServiceDesk’s key performance indicators without writing complex database queries all from one console”.
The new Artificial Intelligence feature of the cloud version of ServiceDesk Plus is Zia, a customised virtual support agent which can be the first point of contact for the service desk. Zia helps perform simple service desk activities and fetch information, so customers do not have to rely on a technician. Essentially allowing the user access to the needed information to solve their own IT issues where needed.
“With access to a conversational virtual support agent, technicians in the field can now perform service desk tasks with simple hands-free voice commands. Now that’s efficiency” Melanie Ayoola, Executive Director, Tranter IT noted in a statement.