InteQ announced the latest upgrade of InfraDesk which enhances the self-service interface, service level management module and dynamic custom fields within the SaaS-based service desk application
BEDFORD, MA – InteQ, a leading provider of On Demand IT Service Management solutions, announced the latest upgrade of InfraDesk, the company’s ITIL SaaS Service Desk solution. In addition to benefiting from a lower cost of ownership, accelerated adoption and the fastest time to production, InfraDesk clients receive no-cost upgrades that enable them to start benefiting from enhancements immediately. This latest upgrade included advancements to the Self Service Portal, Service Level Management module and the ability to add dynamic custom fields to the different ticket types without any kind of programming.
“Every conversation we have, whether it is with an existing customer or a prospective user, is an opportunity to learn more about what opportunities exist for InteQ to provide the best solution to the market in the most cost effective manner. We purposefully built InfraDesk as a software-as-a-service to enable our clients to take advantage of a number of benefits including the ability to receive upgrades without incurring costs or disruptions,” Yash Shah, President & CTO, InteQ. “This latest upgrade encompasses a number of enhancements that have been directly influenced by our clients and our own operational experience using InfraDesk to support our own Managed Service Customers.”
Service Level Agreement Enhancements – InfraDesk automatically recognizes the severity of a ticket based on its content and requires the system to automatically follow the service level agreement in place based on the affected business or service. Also included in this upgrade is the ability to measure each leg (step) within the resolution process for each individual and/or group. These enhancements will improve the IT organization’s ability to comply with SLAs internally as well as hold external Vendors and Service Providers accountable in a measureable and well-defined manner impacting the overall outcome.
Self Service Enhancements – InteQ has simplified the end users’ screen view and submittal process and the functionality of the service catalog to encourage end users to search for and resolve their issues. In addition, employees and customers now have the ability to update the status of their tickets by responding to the tickets through email or the portal and notify the service desk accordingly.
Custom Field Enhancements – InfraDesk now affords the ability for system administrators to configure custom fields for different tickets and configuration items. With this upgrade, users creating a new ticket will be presented with a set of custom fields required based on the support request. I.e. if the support request is related to a firewall issue, the person creating the ticket will be presented with a set of fields specific to firewall. These are dynamic and built with a point and click interface requiring no programming.
Integration Enhancements – InteQ has enhanced the integration scheme to enable third party tools to create tickets in InfraDesk. This mechanism allows external systems such as Openview, Remedy, Sharepoint & Data Marts among others to create tickets in InfraDesk via XML thus enabling a single view and management of all Incidents in the IT organization.
Due to its SaaS delivery model and multi-tenancy architecture, customers who have implemented InfraDesk as their help desk application solution received all of these enhancements through a seamless upgrade that did not disrupt their environment. Customers are able to benefit instantaneously to new releases and improvements without incurring additional costs or having to perform any data recovery, transfers or maintenance.
InfraDesk – ITIL SaaS Service Desk Solution
InfraDesk is a ITIL SaaS Service Desk application delivered as a service over the web based on InteQ’s unique ITIL process automation approach. The simple and robust enterprise service desk solution provides the foundation for IT organizations Service Delivery and Operations to ultimately support overall Service Strategy. Through its Software as a Service (SaaS) delivery model, InfraDesk enables large organizations to eliminate costly maintenance upgrades and lengthy implementation cycles commonly associated with traditional software models while providing the affordability to small and medium-sized organizations without sacrificing functionality or flexibility.
Founded in 1995, InteQ is a leader in on demand IT Service Management (ITSM), providing a comprehensive suite of managed services, an on-demand service desk solution, and award-winning training and consulting in ITIL – the IT Infrastructure Library. InteQ’s on demand solutions have been successfully implemented in over 90 countries through its global service delivery model with operations in the United States and India. For more information, visit www.inteqnet.com or contact 888.4IT.MGMT.