The theGuard! incident management contains the most important functions of a help desk solution such as problem assessment, solution of theses problems, escalation and a knowledge database. Functions that are required or beneficial for the elimination of an interruption or a problem are offered in the respective context; typically these are

• status information from system and network management
• inventory data on devices and systems
• asset data that can, for example, also be imported from SAP.

The incident management can be enhanced by adding the Problem & Change Management Module. There is also the possibility for integration with SAP.

• Satisfied users thanks to professional and competent help
• Active provision of information to users during troubleshooting
• Relieving specialists of tasks by accepting and answering service requests
• Creation of a "single point of contact" for all users
• Fast response to problems and interruptions
• Fast return to normal operating conditions following an interruption
• Administration, monitoring and management of interruptions
• Development and implementation of solutions catalogues and escalation strategies
• Documentation of user and interruption information
• Provision of information for the problem management and SLM

All functions are offered via a clearly structured Web interface. If additional products of the IT Service Management Suite are used, their functions are included into the same interface according to the respective authorizations or roles of the users. The resulting benefits are striking:

• High levels of user acceptance
• Functions are available at any time and at any place (without any specific system requirements)
• Short training period

All external users are essentially working with the same Web interface, only their functions are naturally limited. One strength of the system is that its functionality as well as its visual appearance can be tailored to individual requirements to a large extend.

The application for the ServiceDesk can be very quickly and easily adapted to existing workflows. Companies that want to introduce ITIL-compliant workflows are provided with built-in workflows for problem and change management. The composition of the workflow follows a modular design and offers unprecedented levels of freedom when it comes to the definition of IT processes.

Maximum flexibility
However, the speedy processing of a request requires more than just the process alone. Access to the relevant information has to be guaranteed by means of a single interface. Thanks to the flexible adaptation of forms it is possible to realize the direct access to status information or performance data of components and systems in a single workflow.