Affordable, enterprise-grade IT & Telco Management Software

Verax Service Desk

Verax Service Desk

Streamline incident management and ensure SLA compliance

Holistic approach to service and support management

Verax Service Desk automates and streamlines incident management, ensuring timely resolution and SLA compliance.

Verax Service Desk: Change request management
Click to enlarge

Verax Service Desk helps IT professionals to:

  • Streamline service desk process.
  • Automate incident resolution.
  • Monitor and report SLA (Service Level Agreements) compliance.
  • Integrate service and support processes across multiple departments.

Verax Service Desk can also be orchestrated with Verax NMS & APM (out-of-the-box integration) and other Verax applications in order to create advanced incident tracking, disaster recovery or provisioning solutions.

Verax Service Desk: Incident management
Click to enlarge
  • Streamline IT and network operations, ensure SLA compliance and maximize applications and network uptimes.
  • Control incident resolution workflow from assigning tasks to administrators and resolving incidents, to automating workflows and tracking them through to completion.
  • Shorten incident resolution time based on experience-based information stored in the knowledgebase.
  • Ensure that incidents are resolved in a timely manner via fully configurable escalation and notification procedures.
  • Integrate with other Verax applications (e.g. NMS & APM or Integration Engine) in order to create advanced incident tracking scenarios such as disaster recovery, service provisioning and others.

Click to expand:

Incident Management

Verax Service Desk: Incident management
Click to enlarge
  • Tracking of internally- and customer- reported incidents in a single, centralized location.
  • Detailed incident information, including:
    • Description, status, reported comments, etc.
    • Notes, categories, priority & urgency.
    • Attachments (screen shots, documents, videos and others).
  • User-configurable templates for commonly used incident descriptions (user can pick a predefined description for increased productivity).
  • "Blocked by" and "Dependent on" lists for proper prioritization of incidents.
  • User-configurable incident categories (e.g. network, application, etc.) with team assigning and task scheduling.
  • Configurable incident lifecycle and statuses that reflect support & service processes and procedures in any organization.
  • Intelligent, automatic incident dispatch.
  • Automation of service requests management (routing rules, escalation rules and priorities).
  • Security and access permissions (access control to incident information through a system of user groups and permissions).
  • History tracking and incident history retention.
  • Configurable, e-mail based notification manager for new incidents, status changes and others.
  • Ability to turn notifications on/off for a single incident.
  • Numbering rules for generating incident and change request identifiers:
    • Multiple, user-configurable rules with firing order,
    • Category and/or customer information matching (i.e. a different numbering schema may apply for tickets generated by different customers),
    • Configurable numbering sequences with start and increment values,
    • Configurable identifier format based on customer or category information (e.g. CUST-CRI-005).

Service Level Agreements (SLA) Management

Verax Service Desk: SLA management
Click to enlarge

Support for core ITIL processes including:

  • Rapid SLA definition via an easy to use GUI.
  • End-to-end incident management.
  • Routing Rules: assigning service requests to specific users or groups.
  • Escalation Rules: sets of rules specifying actions that are taken automatically, e.g. when a service request has not been resolved by its due date.
  • Priorities (priorities of service requests based on predefined parameters).
  • Time tracking with online progress control.
  • Due dates (ability to set up various due dates and resolution times depending on service types).

Change management

Verax Service Desk: Change request management
Click to enlarge
  • Tracking of internally or customer requested change requests (such as configuration changes, planned maintenance works, etc.) in a single, centralized location.
  • Detailed change request information, including:
    • Description, status, reported comments, etc.
    • Notes, categories, priority & urgency.
    • Attachments.
  • Assigning responsible persons.
  • Visualization of change requests in the calendar view.

Calendar and scheduling

Verax Service Desk: Calendar view
Click to enlarge
  • Full integration with the Service Desk: automatic addition of scheduled tasks.
  • Progress tracking and reporting.
  • Presentation of change requests.
  • Graphical navigation bar enabling easy calendar browsing.

Knowledge base

Verax Service Desk: Knowledgebase
Click to enlarge
  • Instant access to tips and solutions on how to resolve common issues.
  • Quick and simple creation of new knowledge base items with user friendly WYSIWYG editor.
  • Rich content (ability to attach files, images, videos and others).
  • Improved team performance via effective information sharing and knowledge retention.

Reports

  • Generation of reports in PDF, CSV or XLS formats.
  • Graphically designed report templates.
  • Scheduled report generation times (e.g. every Friday at 5PM).
  • Configurable report retention times.
  • Automatic report distribution via email to configured user groups.
  • Support for passing parameters to generated reports such as device lists, time ranges, etc.

Security

  • Security profiles associated with each user defining: password strengths, session timeouts, idle timeouts and others.
  • Access to data (e.g. incidents in particular categories) limited on a per user group basis.
  • Security audit log providing full information on user logins (timestamp, host IP address, success, failure), logouts and denied operations with a graphical interface.
  • Event log for tracing system and user events (e.g. new object added, object deleted, etc.).
  • Logging & tracing services configurable at runtime.
  • Secure communications bus between client and server, ensuring that all exchanged data is encrypted.

Usability and user experience

  • Easy installation and configuration: no coding/scripting knowledge required.
  • Customizable look and feel.
  • User friendly, rich GUI based on Rich Internet Application technology.
  • Support for full screen mode, high-resolutions, multiple displays and panel hiding - ready to be deployed at Network Operations Centers (NOCs).
  • Advanced filtering capabilities with named filter saving, multiple filter criteria, multiple values in filter criteria and others.
  • Data export to CSV files.
  • Efficient hyperlink-driven navigation for maximum operator productivity.
  • Online, contextual help system.
  • Multilingual user interface changeable at runtime.
  • Filters, incremental search, mini-dashboards, statistics in each main view for maximum operator productivity.
  • System log and configurable tracing levels for easy troubleshooting and support.
  • Flexibility of configuration:
    • Configurable incident and change request views.
    • Configurable priorities and urgencies (color definition, values).

Openness and integration

Verax Service Desk: Integrating with other IT systems
Click to enlarge
  • Open for integration and SOA-ready via open SOAP/RMI interfaces.
  • Out-of-the-box integration with the Verax NMS & APM.
  • Predefined SLA and incident statistics KPIs (key performance indicators) for the Verax KPI Dashboard.
Verax Service Desk: Incident management
Click to enlarge
Verax Service Desk: Defining incident status flow
Click to enlarge
Verax Service Desk: Managing incident categories
Click to enlarge
Verax Service Desk: Managing incident category dependencies
Click to enlarge
Verax Service Desk: SLA management
Click to enlarge
Verax Service Desk: Reporting SLA compliance
Click to enlarge
Verax Service Desk: Calendar view
Click to enlarge
Verax Service Desk: Change request management
Click to enlarge
Verax Service Desk: Knowledgebase
Click to enlarge
Verax Service Desk: Integrating with other IT systems
Click to enlarge

More screenshots on Flickr.com 

More videos on YouTube.com 

Online presentation

More presentations on SlideShare 

Product documentation

Commercial: Linux, Windows XP (Professional edition only), Windows Vista (Home or Professional), Windows 7 (Home or Professional), Windows 8 (Home or Professional), Windows Server 2003, Windows Server 2008, Oracle Solaris, IBM AIX and HP-UX.

Open source: Linux and Open Solaris.

CPU: Dual-core running at 2 GHz.

RAM: 0.75 GB of free, available RAM for Service Desk, additional 1 GB when the database is running on the same host.

Disk space: 1 GB for Service Desk, additional 3 GB (4 GB total) when the database is running on the same host.

Any mail server supporting POP3 or IMAP (optional, required only for Service Desk incident reporting via e-mail).

Commercial: Oracle (version 10 or higher), Microsoft SQL Server (2008 or higher).

Free: Oracle Express, Microsoft SQL Server Express.

Verax Service Desk runs on any web browser supporting Adobe Flash technology version 9 or higher, such as: Internet Explorer, Firefox, Chrome, Opera, Safari and others.

Please contact us for information on CPU, RAM and disk requirements for your installation.