VanillaDesk

DashboardAffordable price, fast implementation, simple intuitive and user friendly design make VanillaDesk the best choice for many medium enterprises across all industry sectors.

VanillaDesk is integrated Service Desk software that supports core ITIL® V3 processes – Incident, Problem, Request, Service Level Management (SLA) with Reporting capabilities. VanillaDesk is the Service Desk software for an internal IT department as well as for an external IT provider.

Features and benefits
ITIL® Best Practices... itil-icon Make implementation of ITIL® processes easier. VanillaDesk provides you with the transparent templates and guidebooks, aligns your process management with ITIL® V3 Best Practices. ITIL® Service Desk

Software as a Service... saas-icon No infrastructure cost, easy and fast implementation and always the latest version. VanillaDesk is 100% web based Service Desk software provided as a service. SaaS Service Desk >

More Info... more-info-icon Security – Confidentiality, integrity and high availability is ensured
Free Trial – 30-day free trial period
Pricing – Simplified and more than competitive pricing


Dashboard VanillaDesk Dashboard comes with pre-configured management reports that display at a glance key analysis of your Service Desk operation and performance and leads the way to corrective action. You can also customise your Dashboard to focus on the particular Customer, process or resolution group.

 

Incident Management An Incident is an unplanned interruption to an IT service or a reduction in the quality of an IT service. VanillaDesk allows you to report an Incident through a telephone, email or Customer Portal, categorise, prioritise and assign it to the resolution group, supports its fast resolution via Knowledge base and history records. VanillaDesk provides you with SLA management, automatic notification and escalation procedures, monitors Service Desk performance and quality.


Problem Management A Problem is the cause of one or more Incidents affecting multiple users or systems. The problem can be logged separately or identified from and linked with an Incident or multiple Incidents. The problem is categorised, prioritised and assigned to the resolution group. Resolution and closure of the Problem can automatically close all linked Incidents.


Request Fulfilment A Service Request is a varied demand or event from an End-user that can be planned. VanillaDesk Request Fulfilment provides a channel to request and receive standard services with a pre-defined approval and manages diverse Service Requests from End-users.


Service Level Management VanillaDesk Service Level Management manages an agreed level of services delivered by the service provider to the Customer. The service provider could be an external IT provider as well as an internal IT department. The escalation procedures ensure the agreed service levels are met. Enhanced Reporting capabilities provide key service characteristics for the service provider and the Customer.


Customer Portal VanillaDesk Customer Portal is a self-service portal allowing End-users to submit and review the status of their requests. The Customer Portal suggests self-repair solutions to common problems through a Knowledge Base, allows users to order new services from a Service Catalogue. VanillaDesk provides the Service Desk with 24x7 Customer availability, reduces Customer incoming calls and frees Service Desk Staff to problem resolving operations.


Measurement and Reporting VanillaDesk Reporting monitors and provides analyses of the Process, Team, Individual and Service performance, presents trends and drives improvements. Exploit pre-configured professional management reports or select Enterprise Edition and easily customize existing reports according to your individual requirements. No extra licences or hidden costs for other reporting tools.


Service Catalogue VanillaDesk Service Catalogue provides you with a structured document for live IT services that are published to End-users. VanillaDesk allows definition, activation and presentation of these services. Make your orders easy through the VanillaDesk Service Catalogue.


Email Integration VanillaDesk allows a convenient import of all incoming emails to your inbox into the Service Desk application. The emails can be easily transformed into Incidents or Requests by a Service Desk operator.




Multi-language
VanillaDesk is available in English. Other languages are coming soon.