Service Desks

"Top Ten" value-adds PMG Service Catalog provides to existing help desk operations (such as BMC Remedy, HP Service Center, and CA Service Desk). Integration details follow.

  1. Fully context-searchable, category-navigable, web-based and user/role-specific catalogs. Hundreds of out-of-the-box templates.

    The PMG Service Catalog uses standard e-commerce web-store and shopping cart technology for the simplest user interface and highest user adoption. Each user sees a catalog tailored to their needs based on their user profile (job function, role, permissions, etc.).

    The Catalog includes hundreds of easily customized service templates for the most commonly used and deployed services ranging from Desktop, Data Center, Networking, Facilities, and HR services.

    The Search technology is built-in, powerful and automatic. There’s no need to create or manage keywords. All services and their descriptive text are automatically indexed and searchable so that users can easily find what they’re looking for.

  2. Highly flexible and configurable forms, no programming required.

    The forms can contain any of the most user-friendly elements available, including date pickers, file uploads, search, select lists, with full data validation.

    Service owners can edit the services within the catalog and their forms with the click of a button. They need not know any programming or even knowledge of HTML. Form elements can be added, deleted, or reorganized with simple buttons. Choices presented to users can be dynamically presented from external data sources, such as a CMDB or ERP system.

    Advanced features such as data validation (like for phone numbers) and branching tree logic (where answers to a question may determine additional questions or choices) are built-in and require no programming.

    Forms and question sets can be saved for rapid re-use in other services and forms. All services can be duplicated with the click of a button for rapid service form creation and deployment.

  3. Easier integration into other systems.

    Service Catalog provides a centralized portal for any business request, not limited to IT and more easily integrates into other business systems via more than a dozen drag-and-drop integration actions using the most common protocols. These include web services, XML, scripts, FTP, and ODBC. See Integration List.

  4. Actionable and interactive.

    All services can be ordered directly from the catalog and all use the same method, look, and feel. There’s no need to provide links to other systems, sites, or forms. All form data can be entered and submitted online, eliminating the need for downloading PDFs, Email, and disparate user interfaces to make requests. Status information and instructions are provided in real-time. Users are presented with instructions and customizable error text to make the request process simple.

  5. Fully context-searchable, category-navigable, web-based and user/role-specific catalogs. Hundreds of out-of-the-box templates.

    Service bundling (i.e., a phone and accessories, an onboarding service to include provisioning of hardware, software, training, and other deliverables)

    Services are orderable via standard e-commerce shopping carts and can be bundled to reduce the number and complexity of requests. Services like “Onboard new employee” becomes a single request instead of dozens of discrete requests that are difficult and expensive to manage separately, while delaying service to the requester.

  6. Real-time user self-service and status.

    Request status can be viewed in real time by any users, reducing calls and "status inquiries"

    Real-time status of every request is provide to the user, regardless of how many people or backend systems are involved in the fulfillment process.

  7. Cost accounting and financial management.

    All service items can include costs and be used for departmental charge-backs, cost accounting, and reporting. Users also have the ability to use custom services for price/cost quotes for services and create custom “bill of materials” for needed items in a project or service request.

    Custom pricing and cost algorithms can be embedded directly into request forms. Advanced features such as providing discounts, incentives, or alternatives based on responses are easily provisioned.

  8. Integrated SLA/SLM.

    All services can have an attached and measurable SLA, such as “One business day turnaround.” The engine accurately understand time of day, day of week, and calendars to accurately report on service level performance and KPIs. Dozens of built-in reports provide key insight and analytics,

  9. The only fully-Integrated enterprise-class, fully graphical workflow (Business Process Management).

    Workflows can be extended to include users and departments outside of IT far more easily and at low cost. Tasks can be assigned, distributed, tracked, via simple e-mail or via a built-in web interface. The workflow engine is enterprise-class, with drag-and-drop visio-style design capabilities and right-click-and configure workflow actions. Users can create both simple and complex workflows with little or no programming and in a fraction of the time of competing alternatives.

  10. Simplified, low-cost maintenance and management.

    All forms and workflows are version-controlled, graphical and easily maintained. Administrators can make changes and updates to services and workflows without programming and with minimal time and expense.

For more information, contact us today.