The Innovator Service Desk Solution (ISD) is based on the OGC’s concept of IT Service Management which is outlined in Infrastructure Technology Infrastructure Library (ITIL) Specification (v2).
In addition to the guidelines outlined by the OGC, the ISD Solution also includes capabilities outlined by the members of the IPT.
The primary focus of the Service Desk in an ITIL environment is to restore service as quickly as possible. The ISD Solution serves as the single point of contact between users and IT Service Management.
The ISD Solution includes functionality in the following key areas:
- Incident Management
- Problem Management
- Change Management
- Service Level Management
- Email Integration