Think Different

Requirements analysis: Requirement defined: The core function of a help desk is to handle incidents and service requests. Help desks aim to provide a quick fix to issues users face by handling a request through its life cycle and returning the service to its normal state as soon as possible. Help desks most often offer basic incident and problem management capabilities with SLAs, self-service capabilities and knowledge base. It allows end users to raise tickets and receive support. Proposed modules: •Incident/Request/ Problem management o Manage the life cycle of incidents or service requests raised by end users. Change management Service level monitoring and management Service catalogue Knowledgebase & Self-service capabilities i. Allow users to resolve common issues on their own and reduce the help desk workload. Asset management i. Manage any documentation including screenshots, etc. Reporting End-user surveys Incident/Request/ Problem management o Manage the life cycle of...