IT Service Management Software

Provide the highest level of IT support and pro-actively manage your services
with this versatile Cloud or On-Site service desk solution


Pro-Actively Manage Core ITSM Processes

Public sector organisation? SupportDesk ITSM is available on the G-Cloud 9 digital marketplace.

  • SupportDesk ITSM, IT Service management software allows you to manage integral service desk processes such as Incident Management, Problem Management, Request Fulfilment and Change Management.
  • Customisable user dashboards enable individual Analysts, Managers, Customers and Groups to view unique service desk information upon logging in to SupportDesk ITSM.
  • Kanban workboard offers service managers real-time list views of Service Desk tickets at specific statuses.

IT Support helpdesk service desk software

  • With Service Portfolio Management, provide end users and subscribers with updates on the statuses of distributed IT Services.

service portfolio updates

Provide a Self Service Portal for Your Customers

Your Customers are the most important part of your business - provide them with the best support possible.

Provide FAQs and Customer Feedback Forms

  • Frequently Asked Questions can be displayed to end users via the self-service portal, promoting self-diagnosis.
  • Customer Satisfaction Surveys and feedback forms can be sent to users as links in ticket resolution emails.

customer satisfaction survey itsm helpdesk

Monitor KPIs in Real-Time

  • IT service management software with KPI Monitor tool allows for alignment with operational business Service Level Agreements.
KPI Monitor helpdesk dashboard

Real-Time KPI monitor helpdesk dashbaord gives an overview of Key Performance Indicators to helpdesk managers.

Effectively Manage SLAs

  • Service Level Agreements can be associated with individual customers, contracts and Configuration Items.
  • The selection of a Priority on an ITSM service desk call automatically populates the required Response, Warning and Action times.

Incident Ticket Helpdesk

  • Service Desk ITSM call templates can be pre-configured, so that essential information is already populated on a call, saving time for helpdesk agents and ensuring vital information is gathered.
  • Implement unique workflows to suit your business, and improve Service Level Agreement times by ensuring immediate responses for customers with automatic emails from the ITSM helpdesk, and automatic call escalation upon approaching deadlines.

Build Your KnowledgeBase

  • For speedy call resolution, solutions can be searched for and copied directly from SupportDesk’s KnowledgeBase.

problem management knowledgebase

Newport City Council

"SupportDesk has enabled us to monitor a lot better, so we can measure performance." - IT Services Manager Mike Doverman

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