Planview OpenSuite for Service Desks

Seamlessly integrate your service desk with Planview Enterprise

Planview OpenSuite for Service Desks enables you to seamlessly integrate Planview Enterprise™ with your third-party service desk application for an efficient, ITIL-compatible approach to handling service desk tickets.

With Planview OpenSuite for Service Desks, your service desk tickets are routed automatically into Planview Enterprise for a true end-to-end approach to IT service management. By integrating the two, your service desk personnel can more efficiently manage corrective actions, change requests, coordinate support efforts, and asset inventory records. This delivers improved response times, manages customer expectations, and dramatically enhances customer satisfaction.

This approach to problem and incident management enables you to:

• Automate, monitor, and manage support for service desk tickets
• Avoid redundant tickets
• Reduce the overall volume of service desk tickets
• Enhance collaboration on service desk tickets
• Achieve ITIL compatibility
• Improve resource management
• Increase service ticket and infrastructure visibility

A Comprehensive Approach to Service Desk Cases

With Planview Enterprise, a service request can come from a number of sources. Once a problem ticket is created in your service desk application, it is sent as a new work request to Planview Enterprise. As status changes occur in Planview Enterprise, the service ticket is updated within your service desk application.

This closed-loop process is designed to ensure that your service desk cases are handled efficiently, without duplicated effort. As a result, you can improve visibility of service desk tickets and coordinate support efforts across the enterprise.

Figure 1: The Planview OpenSuite for Service Desks routes requests from your service desk into Planview Enterprise

Automatic Support for Service Tickets

Planview Enterprise is driven by built-in lifecycles that automatically manage the service delivery process, enabling you to collect the right information at the right time, notify the appropriate user when an action is needed, and ensure that prerequisite actions are completed before status changes occur.

Full ITIL Compatibility

The Planview OpenSuite for Service Desks is compatible with IT Infrastructure Library (ITIL) guidelines, a framework of best practices that is the most widely accepted approach to IT service management. Planview Enterprise and the Planview OpenSuite for Service Desks fully support ITIL by offering your organization:

• An automated approach to incident, problem, and change management
• A single point of contact that consolidates user requests from multiple sources
• A centralized solution for IT services
• Built-in automated validation processes

This integrated approach to problem and incident management reduces service desk workload, increases staff productivity, and delivers reliable, long-term solutions designed to keep your business running smoothly.