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Features & Capabilities of ManageEngine ServiceDesk Plus System

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IT Problem Management

Manage IT Problems and Ensure Better Service Availability

Classify, analyze, and close problems. Analyze root causes and reduce repeat incidents to boost your IT help desk's productivity. Problem management is the process responsible for managing the lifecycle of all problems that happen or could happen in an IT service. The primary objectives of problem management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented. The Information Technology Infrastructure Library defines a problem as the cause of one or more incidents.

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ITIL Incident Management

Speed Up Ticket Resolution with Smart Automation

IT incident management is one of the help desk's fundamental processes. In this guide, you will learn about the basics of incident management, its components, the roles and responsibilities involved, and how incident management works with other components of the service desk. Reduce outages, improve agent productivity, meet SLAs and manage the complete life cycle of IT tickets. Automate ticket workflows to let your IT technicians focus on other important tasks.

 

 
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IT Change Management

Implement Changes With Minimal Impact and Risks

Streamline planning, approval, and implementation with automated workflows. Eliminate unauthorized and failed changes.

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Configuration Management Database (CMDB)

Maintain a Centralized Repository for All Your Configuration Items

Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision making.

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IT Service Catalogs

Streamline IT Service Requests and Redefine Customer Experience

Showcase your available IT services to end users and give a new face to your IT. Create and publish your service catalog with custom service-level agreements (SLAs) and multi-stage approvals.

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Features and Capabilities of Manage Engine Service Desk Plus System

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