Features

Allow IT to build a customizable virtual shop

Service Desk Store offers a self-service portal that enables users to submit their service requests. The Store feature is a one stop shop experience that enables your employees to request services related to their work and for administrators it is a one stop experience that enables them to manage and track the organization’s assets. Work flows and Service Level Agreements (SLAs) are enhanced for service requests that require approval from designated managers. This capability provides an icon-based request service for users to request items from the Service Desk.

Five surprising reasons you should use Service Desk

It doesn't just improve your service management. It improves your life.

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Build a productive, responsive service environment

Reduce your mean time to repair (MTTR) and improve your service management environment by streamlining and automating service desk functions.

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Align your IT services with business needs

Turn your IT organization into an active agent for enabling business change.

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Use IT to drive positive business outcomes

Reduce your mean time to repair (MTTR) and improve your service management environment by streamlining and automating service desk functions.

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Tap into all the advantages of ITIL v3

Take advantage of ITIL v3 processes.

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Integrated CMDB

Get all the information you need to make smart, informed decisions.

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Change management

Streamline the process of assessing and implementing changes.

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Knowledge management

Turn your IT organization into an active agent for enabling business change.

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Manage requests using your favorite mobile device

Whether you’re at your desk or away, you can now manage and support your customer requests using your favorite device.

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Service Desk mobile app

We are pleased to announce that Service Desk mobile app is now available for download in Google Play and iTunes.

Service Desk is a complete service management solution that allows you to easily monitor and solve services issues to minimize disruption to your organization, enabling users to focus on your business.

  • Easily review your tasks and your team’s tasks and take action
  • Drill down into any request and review the complete history
  • Add notes to requests and change status
  • View Service Metrics dashboard
Web 2.0 architecture

Provide more choices by supporting the latest web technologies. With Service Desk, you are not limited by a specific browser or plugin because the product supports every browser on every operating system and embraces the latest web 2.0 technologies.

Vendor neutral approach

Make the most of your existing hardware and software investments. Service Desk supports all major operating systems, databases and application servers with simple installation and configuration on existing business systems. This reduces the need to invest in proprietary software or specific hardware.

Support for open standards

Keep your service desk solution open. Service Desk applications support open standards and comply with existing standards such as XML, web services, Java, Mail, and CSS.

Scalability

Invest in a solution that can grow with your business. Service Desk supports thousands of concurrent users and integrates easily with other systems to adapt to your enterprise applications. Complete support for clustering, load balancing, and failover are also available.

Third-party integration

Use web services to lower your integration costs. Integrating third-party applications via web services erases the high cost of typical enterprise integration projects. Service Desk comes pre-integrated with all major asset management tools and supports all LDAP and Active Directory servers for authentication.

Integration with our products

Make service management part of your larger change and configuration management solution. Service Desk is designed to work seamlessly with:

  • NetIQ® eDirectory authentication server for centralized user management
  • Micro Focus SecureLogin for single sign-on
  • ZENworks® Configuration Management for asset management

Get flawless integration with technologies that you already depend on.

Incident management

Create a more responsive and capable service organization. The incident management capabilities in Service Desk make it possible for you to restore services and respond to users more quickly. With Service Desk, your service organization can:

  • Define incident workflows using a combination of states and transitions
  • Use configurable business rules to dispatch incidents to the most appropriate specialist
  • Generate notifications that ensure the fastest path to resolution
Problem management

Identify root causes and solve problems more quickly. The problem management capabilities in Service Desk help your service desk workers find solutions and prevent problems from happening again by using the right blend of manual or proactive analysis and automatic problem identification tools.

Service-level management

Define, manage, and track your service delivery levels more effectively. With Service Desk you can meet responses or fix deadlines in accordance with ITIL best practices. This includes using Service Level Agreements (SLAs) based on Operational Level Agreements (OLAs) and Underpinning Contracts (UCs).

Service catalog

Define and manage the services you offer to your users. Service Desk makes it easy to define and manage all of the active or “live” services you offer to end users. This includes “wrapping” many underpinning components under a single umbrella with related dependencies, which makes it easier to diagnose problems and perform root cause analysis.

Financial management

Measure the value of the IT services you provide. Service Desk includes tools that help you quantify the financial value of the IT services you provide, as well as your underpinning IT infrastructure. This makes it possible to:

  • Link corporate finances directly to service management
  • Assign a monetary value to services and service components
  • Allocate costs based on accurate usage and warranty information
Release and deployment management

Plan, schedule, and control changes and updates to your environments. Service Desk provides tight integration between the embedded CMDB and Change Management.

Fast, efficient deployment

Deploy a complete, scalable, ITIL-compliant service management solution in a matter of days. With Service Desk, there are no more 6–12 month implementations and long-term consulting contracts. The product is designed so that customization can be performed by users using simple configuration options and style changes.

Ease of use

Service Desk provides fast, easy access to information and rapid ROI with an elegant browser-based interface. This includes:

  • Fully customizable visual dashboards with drill downs
  • Personalized views of all main screens using list views and filters
  • Single sign-on options for instant access
What’s New in Micro Focus Service Desk 7.4?
UPDATES IN LATEST VERSION
Mobile Device Support:
Mobile Device Support:

In alignment with the release of ZENworks 2017, MFSD 7.4 introduces support for mobile devices as a separate section in the ZENworks import. This allows administrators and technicians greater flexibility in the way they manage and surface these devices.

Mobile Bundle Support:
Mobile Bundle Support:

MFSD 7.4 also introduces support for mobile bundles as a separate section in the ZENworks import. This feature allows administrators and technicians to support mobile bundles and create Store requests on mobile bundles. These requests will be installed automatically on end-users' devices, similarly to the way support is provided for Windows application installs.

Ability to branch on workflows:
Ability to branch on workflows:

This feature brings in support to iterate along the logical path of a workflow and then branch to the previous or next logical state. Administrators can automatically close requests on a certain condition of the workflow being reached or continue to follow the workflow logical path to set up a repeat of the workflow from a certain point (instead of initiating the workflow again in case of a negative scenario).

Ability to link items in Incident/Service Request summary:
Ability to link items in Incident/Service Request summary:

Linking items helps technicians assign ownership of items to individual owners and groups of owners directly from the ticket summary page.

Ability to Disable and Delete items:
Ability to Disable and Delete items:

We now provide the ability to reactivate or keep items inactive on next sync to ZENworks. This allows for administrators to delete items which they do not want in the system.

Multiple Filter Selection in the End-user (Customer Portal):
Multiple Filter Selection in the End-user (Customer Portal):

Earlier end-users could select one filter to narrow down their search, now we provide the ability to select multiple filters to make for a highly effective search capability for Store items.


Micro Focus Service Desk 7.3
Introducing the App Store
Introducing the App Store

See the Micro Focus Service Desk guide for information about the App Store.

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Introducing new platform enhancements
Introducing new platform enhancements

Get support for Postgres 9.6, Oracle 12c, and MySQL 5.7. Also available are upgraded SLES®12 appliance and SP1 installer as well as upgraded security.

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Keep your population organized

In the wake of an organizational merger, the Trust use Service Desk, along with Micro Focus ZENworks Configuration Management, to meet the intensified demands of a larger, more scattered population of users—including those on mobile devices.

"Using Service Desk and ZENworks Configuration Management means our engineers can work on a PC 30 miles away as if they were sitting in front of it. By taking remote control of the affected system, we can perform the vast majority all of the actions required to complete support requests."
Geoff Smith   /   IT Strategy and Development Manager  Northern Devon Healthcare NHS Trust