Service Desk

Service Desk

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Gartner: Big Data for the Service Desk

It's time to take advantage of machine learning and big data technologies at the IT service desk to support the proactive, personal and dynamic needs of the digital workplace.

Fast, Efficient, Intelligent Service Desk

Reduce ITSM Costs with a Smarter Service Desk

Help your service desk agents and IT managers proactively manage service quality.

Key Features

Complete service desk

Consolidate core IT processes (incident, problem, change, request, and knowledge management) into a powerful, single interface that improves support and delivery across the IT service lifecycle.

Big data intelligence

Proactively improve service quality and efficiency with embedded, actionable intelligence that automates ticket classification and assignment and provides relevant knowledge.

Automated, social self-service:

Improve efficiency and reduce help desk load with a self-service portal that offers global search across the IT service catalog, support catalog, and knowledge base and supports social collaboration among end users.

Best practices

Use an intuitive user interface and out-of-the-box industry standard ITIL® best practices to build and configure IT process workflows that increase efficiency and provide quick time to value.

Agile, automated change management

Use codeless configuration to streamline customization and simplify future upgrades. Automated, intelligent change management improves compliance, minimizes service disruptions, and delivers higher service quality.

Mobile phone and tablet support

Give users and help desk agents efficient, anytime, anywhere access to key service desk functions such as knowledge search, self-ticketing, and collaboration.

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  • 200+ out-of-the-box reports displayed on dashboards give you instant visibility and easy to customize reports. Drill-down to view details.

  • Smart Ticket takes the text from your image, logs the ticket and automatically categorizes it based upon big data patterns, assigning it to the right team to speed resolution.

  • Hot Topic Analytics identifies recurring themes hidden among huge quantities of unstructured data, identifying clusters and patterns that make it possible to trigger actions such as proactively creating problem entries.

  • Global, context-aware search across Service Manager modules and external data sources enables IT agents to find answers instantly and reduce resolution time.

  • The service portal provides a consumer-like experience for self-service ticketing and catalog-based requests, with chat and support for mobile devices.

  • Using the service portal, end users can chat with an agent to get help quickly. A virtual agent with automatic 24x7 support provides intelligent answers based on Big Data technology.

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200+ out-of-the-box reports displayed on dashboards give you instant visibility and easy to customize reports. Drill-down to view details.

HPE Service Manager 9.50 Is Available Now

At the core of the HPE ITSM Automation Suite, the latest Big Data Service Desk release is available now! Built for a superior user experience and increased service desk efficiency, the newest Big Data Service Desk release both enables better business outcomes and decreases the cost of IT operations. It includes a new service portal, smart email, end user chat with 24x7 virtual agent support, and a simplified migration path to codeless process designer.

See What Customers are Saying

Check out the latest comparisons of service desk software from G2 Crowd and IT Central Station and see why HPE Service Manager is consistently well ranked:

 

G2 Crowd Service Desk reviews

IT Central Station Service Manager reviews

Reviews
Resources

Blog

 

ITSM Blog

Infographic

 

Big Data ITSM: 6 Ways to Reduce Cost

 

(PDF 684 KB)

Brochure

 

IT Service Management Automation

 

(PDF 883 KB)

Community

 

HPE ITSM on LinkedIn

Data sheet

 

IT Service Management Automation

 

(PDF 151 KB)

Brochure

 

Service Manager

 

 

(PDF 1 MB)

Online assessment

 

Incident Management – Best Use of Analytics Winner

 

 

(PDF 2.62 MB)

Webinar

 

Reduce Service Desk costs with Big Data Analytics

 

 

(Webinar 49 Minutes)

eBook

 

Reaching New Heights with ITSM

 

(PDF 4.37 MB)

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