CapAbilities

Service management

The Service Management capability combines standard processes, tools, and people to manage, resolve, and prevent service disruptions using Sequoia ITIL-compliant Global IT Service Management framework. This service capability is located within the Central Service Management Environment.

Within Service Management, Service Desk Manager acts as a single point of contact for all users and businesses.  It expedites the restoration of service and helps to manage future events from adversely impacting business services, while also helping to improve IT staff efficiency.  Service Desk Manager delivers a more effective end-to-end service support solution via intuitive, easily adopted, enterprise-scale technology.

 

Service Desk

The Sequoia Service Desk system is for agents to capture incidents and requests providing the platform for:

  • Workflow/process automation management
  • Escalation management
  • SLA management
  • Support bridge for chat, self-help and remote support management
  • End user satisfaction surveys
  • Reports

Service Desk Manager caters for these critical areas in service management:

The Sequoia Service Desk system is for agents to capture incidents and requests providing the platform for:

  • Incident
  • Problem
  • Request
  • Issue
  • Change
  • Service asset and configuration
  • Knowledge