Upgrade your IT department with Easit ServiceDesk™ – an educational and user friendly ITSM tool that handles your support cases and your IT equipment according to ITIL. Easit ServiceDesk™ is the tool for those who place high demands on quality and support, and wish to use a Swedish-made IT Service Management System. The 10 ITIL processes included are verified by OGC and Pink Elephant, which guarantees the expertise of the system.
Easit ServiceDesk™ helps to raise the quality and simplifies customer dialogue and knowledge transfer in the business. Using advanced SLA management ensures that customers receive help in time. Plus, you get access to automated monitoring with alarm and escalation functionality.
With the help of Easit ServiceDesk™ you get a customized ITSM tool for your business and its unique needs. It helps you to gather statistics and bases for future decisions and changes. Easit has extensive experience of IT tools and have many satisfied customers in the private sector, government agencies and municipalities. Our products are web based which means openness and low cost of implementation and operation.
”Easit has a deep understanding of the request processes within the IT function. Therefore, Easit IT Service Management system meets our requirements very well and impact objectives we had when we were about to change to a new system.
An additional factor was that we got all our processes in the same system, that is, customer portal, online shop, incident management and service catalog.”
Per Olofsson, MittMedia
Verified for ten ITIL processes
Easit ServiceDesk™ is verified in the following ITIL processes with Pink Elephant:
This reactive process ensures that the user who reports a fault, as soon as possible is able to return to normal work.
The goal is to find the reason why an incident occurs and to prevent it from happening again. An identified cause becomes a known problem that can be corrected.
Service Asset & Configuration Management
Ensures that the IT infrastructure is documented and updated. Consequence analyses prior to changes require that the relations between system components are well documented. This is done in the configuration database, CMDB.
The goal is to ensure well-planned and approved changes that lead to fewer incidents.
Service Level Management
Registration of agreements with the customer about what the IT service should include. The structure facilitates for the customer and the IT department to discuss and measure the quality of service.
One of the main activities in IT operations. Responsible for filtering and categorizing events, make decisions about the appropriate measure and verify that the event is handled correctly and thus can be closed. The process can also analyze events and generate alarms if it detects patterns that indicate the need for further action.
Responding to requests – everything from changing the password to more RAM. The need is recorded and sent to the next instance, for example from the support department to the purchasing department.
A database or structured document with information about all live IT services, including those available for deployment. The service catalogue is part of the service portfolio and contains information about two types of IT service: customer-facing services that are visible to the business; and supporting services required by the service provider to deliver customer-facing services.
The complete set of services that is managed by a service provider. The service portfolio is used to manage the entire lifecycle of all services, and includes three categories: service pipeline (proposed or in development), service catalogue (live or available for deployment), and retired services.
The process responsible for sharing perspectives, ideas, experience and information, and for ensuring that these are available in the right place and at the right time. The knowledge management process enables informed decisions, and improves efficiency by reducing the need to rediscover knowledge.
If you want to know more about Easit’s products, or if you want a live demonstration – book a demo.
Easit ServiceDesk™ supports both local installation and Cloud Computing.
The system views show current requests to the manager. A specific request is quickly found through the system’s Super search function. Requests can be listed per customer, category, status, etc.
Efficient support and self service
With Easit ServiceDesk, you can easily report and register requests via self-service. The registering contacts can easily monitor the status of their requests themselves, resulting in less workload on technicians and managers. The manager can register requests efficiently using quick actions and templates.
All requests are stored in a database. The manager can quickly find solutions to problems by searching for similar requests.
End users are notified of selected request events via email.
Organization and department registry
The organization and department registry stores information about organizations and contacts. The organizations can be categorized, making it easy to select desired groups. LDAP import imports this registry from standardized directory services and other sources such as databases.
Time spent on handling the request is easily registered on the request. The registered time is displayed onscreen without delay. You can also register outlays and mileage and create bases for invoicing.
With graphical reports you can show occupancy, reported time, SLA follow-up and customer satisfaction. List reports can be generated for follow-up of requests and for customers and employees. Using Excel integration, you can upload Excel templates directly into your own reports. With Easit Data Warehouse, data is exported to MS SQL, to be analyzed by external reporting tools.
The Email history function provides full traceability of all email correspondence for a particular request, incoming as well as outgoing.
The access system is role based, and there are four preconfigured access levels:
- Full access
- Access to create, but not edit
- Read access
- No access
The system supports signing with password on update/approval.
Enables integration between telephony systems and Easit ServiceDesk.
History log and traceability
All events are logged with a timestamp and detailed information about which user did what in the system. Changes are displayed in a history log.
Escalation allows you to monitor configured limits or deadlines. For example, you can monitor warranty times for assets or termination times for service contracts.
Event handlers allow you to build simple workflows and dynamic controls. For example, some fields may be changed to mandatory when a request is closed, forcing the user to specify solution and cause for closure before saving the closed request.
Build sophisticated workflows that automate much of the request handling process.
One or more FAQ:s can be used, for example one for end users and one for managers. All text is free-text searchable.
Measure customer satisfaction in the self-service portal, by allowing the contact to provide feedback on the handling of the request. This can be used as basis for statistics and reports.
Use e-mail templates to send messages automatically / manually. They consist of free text and information that can be retrieved from requests, assets or contracts. Form templates can be used to streamline the registration of recurrent types of requests.
Using Item locks, requests, contract and assets etc can be locked, so that only one user can update the information. Other users that try to edit the same item can see the information, and are informed that the item is locked for editing, and by whom.
Connect one or more requests to a parent request, and then work with the parent item – the connected child requests will be automatically updated. For example, several incidents can be connected to a problem. When the problem is solved, the connected incidents are updated and closed.
Quick actions and keyboard shortcuts
Quick actions make is possible to perform operations directly from a list of requests, for example. One or more requests can be updated at the same time. For example: allocate requests to managers, change status, send email and close requests. Keyboard shortcuts are available for create, save, cancel, search, etc.
All changes are stored and time stamped with information about who did what, and when. Calculations and other time stamps can be specified when the request is saved, which means you can present extensive statistics. The information can be exported to Excel or via Easit Data Warehouse to another database for further processing.
Login via Single Sign-on is supported, e.g. via MS AD, SAML etc.
System Requirements – Recommendations for own operations
Microsoft Server 2003/2003 R2, 2008/2008 R2 and 2012.
The architecture that Easit products are based on can store data in the following relational databases:Microsoft SQL Server 2005, 2008, 2008 R2, 2012, 2012 R2 och 2014 (not Express Edition).
Microsoft Internet Information Server (IIS) (Requirements for Single sign-on via Windows Authentication).
We are currently testing the application in the following browsers:
• Internet Explorer (ver 9, 10, 11)
• Mozilla Firefox (latest version)
• Google Chrome (latest version)
• Safari (latest version)
However, certain functionality might not work, since new browser updates are frequently released.
For other operating systems and databases, contact Easit.
The following recommendations of hardware and software are based on the client computer not being heavily used by other software. If the connection to the network or the Internet has low bandwidth or high load, performance will be negatively affected.
The server recommendations apply when the server is only used for Easit applications and is connected to a network that has satisfactory available bandwidth. Web server and database should be running on the same server.
For other operating conditions, such as virtualized environments or in split installation of application and database server, contact Easit for further consultation.
Proper configuration for 25 Administrators, based on a physical, dedicated Easit server
Disk System: RAID system with at least 2GB of space
Internal memory: > 4GB
CPU: > 2 GHz Mutiple Core
Proper configuration for 50 Administrators
Disk System: RAID system with at least 3GB of space
Internal memory: > 6GB
CPU: > 2GHz Quad Core
Proper configuration for 100 Administrators
Disk System: RAID system with at least 5GB space
Internal memory: > 12GB
CPU: > 3 GHz Quad Core
Add some other Easit products to your installation
Easit Add-On Modules™
Web-based modules for increased functionality – put together a system that suits your business.
Easit Self Service™
Let your customers and employees register deviations and improvement suggestions through our self service portal.
Integrate Easit’s products
with your existing systems.