HelpDeskAdvanced

Automating service desk governance

HelpDeskAdvanced is a web and mobile help desk product for automating the governance of service desk processes. It is ITIL v3 compliant and is designed to manage services in any part of an organization where service management matters, so that business objectives are pursued through high quality standards. The vendor, PAT, presents it as a way to improve how services are delivered, how resources are used and how well the IT department performs. It is aimed at IT departments and at other business areas that run their own services.

Configurable processes for IT and business

The product's logic is based on automation. It supports different strategic scenarios for service governance through automatic steps and highly configurable IT and business processes. Companies can adapt how their service management is governed to their own business, and they can run the full IT service management lifecycle in line with ITIL v3 standards.

Mobile access and self-service for users

The mobile application, available since release 10.16, puts the main service management features in users' hands wherever they are. Users can track their tickets, see their status and monitor the performance of services from a phone. The product also offers self-service, so users can help themselves at any time, and it works across channels so people can move between them. It supports several languages for both users and operators.

Change, projects, assets and customer service

The product covers change, project, service, asset and user experience management, as well as customer service and omnichannel contact. The vendor says it is not only a ticketing tool and can manage any type of asset and process, not only IT ones. Originally created more than twenty years ago as a basic help desk, it has been reshaped for organizations that put service management at the centre of growth, innovation and automation.

Cloud or on-premise, connected to other systems

HelpDeskAdvanced is offered in a cloud version or an on-premise version. It connects through web services to third-party systems, so it can sit at the centre of a company's infrastructure. Its interface is designed to be intuitive, with channels and screens that make the day-to-day work easier to carry out.