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Main processes

eHelpDesk combines all the elements of ITIL methodology of management. Thanks to integration with the eAuditor software it has many more capabilities as compared to other such systems.

The main processes of the eHelpDesk system include:

Main processes - subpages:

Incident management

An incident is any event that is not a part of normal service which causes or may cause interruption in the provision of service or a decrease in its quality. The objective of the incident management process is to restore normal service as soon as possible and to reduce the negative impact of the incident on business operations.

Problem management

The objective of the problem management process is to find the main causes of incidents and reduce their impact on business. In this way, eHelpDesk protects the organization against repeated occurrences of identical incidents.

Change management

The objective of the change management process is to introduce approved changes efficiently, while maintaining an acceptable level of risk for current and new IT services.

eHelpDesk enables the management of both initially proposed changes and changes with a complete approval cycle. The first step of the change introduction process is the request for that change. It may be created as a "New request for change" or as a consequence of one or many problems.

Application management

eHelpDesk allows the assigning of applications to individual computers. After integration with eAuditor the application list is available automatically and can be expanded using eHelpDesk.

Configuration management

The IT infrastructure elements configuration database includes information about each fixed asset (computers, printers, routers, switches, etc.) and software.

Reporting system

The system includes several dozen predefined reports divided into 5 groups:
  • Applications,
  • Assets,
  • Changes,
  • Incidents,
  • Problems.

These reports are parameter-based, so that any combination can be generated.


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