OpenText™ ZENworks Service Desk is an ITIL-based service desk solution that integrates with Unified Endpoint Management. It improves employee satisfaction, decreases costs, and improves IT efficiency with IT Service Management.
Users self-serve via mobile portal or email to open and update requests. Dynamic forms provide IT-specific information based on the request.
Users interact with the help desk how they want—email, portal, and mobile.
Get the right information for every request.
Enterprise App Store
Apps and services in one place.
Create a self-service enterprise app store so users easily understand how to request services and assets. Customize the store to match corporate branding.
Custom workflows to apply corporate governance.
Automated app and service delivery.
ITIL service management simplified.
Service Desk—ITIL Edition provides 10 key ITIL processes including Configuration, Service Request, Service Level, Service Portfolio, Service Catalog, Incident, Problem, Change, Release and Deployment, Financial, and Knowledge Management.
Align with ITIL best practices—automatically.
Ensure quality services and IT service desk functions.
Endpoint Device Management Integration
Import configurations and provide better support. Create custom reports and dashboards.
Virtual Appliance System
Deploy in minutes with a guided, quick-start configuration system.
Track traditional IT assets and non-IT assets from the same console, define custom asset lifecycles, and more.
Service desk software is a tool used to manage and track IT service requests and incidents. It provides a central hub for IT teams to receive, manage, and resolve tickets, allowing them to efficiently address issues and ensure customer satisfaction.
Better communication: A centralized platform for communicating with customers and stakeholders, improving collaboration and ensuring prompt and accurate communication.
Enhanced reporting and analytics: Provides insights into key metrics such as ticket volume, response times, and issue resolution rates, enabling organizations to identify areas for improvement and track progress over time.
Improved customer satisfaction: Provide timely and effective support to customers, resulting in improved customer satisfaction and loyalty.
Service desk software provides a streamlined and efficient way to manage service requests and incidents. IT teams respond to customer inquiries and issues more quickly, reducing downtime and improving overall satisfaction. Additionally, service desk software can provide a platform for customers to track the status of their requests and incidents, keeping them informed and engaged throughout the process.
Yes, many service desk software solutions offer customization options. This can include custom ticket fields, workflows, and reporting dashboards. Additionally, many service desk software solutions offer integration capabilities with other tools and systems, allowing organizations to create a more seamless IT management solution. OpenText offers service desk software solutions that can be customized to meet specific organizational needs.