WhiteStone Service Desk

WhiteStone Service Desk (WSD) is a revolutionary consolidated service desk application that is built using state-of-the-art open standards technology such as J2EE, XML, and Java application servers to provide maximum stability and scalability. The features and functionalities of WSD are based on IT Infrastructure Library (ITIL) standards to ensure that your service desk incorporates industry best practices.

WSD was designed with the following ITIL concepts in mind:

• Business Perspective
  Enabling the Service Support organization and their customers to meet their business goals.

• Management of IT Services
  Detailing proper management and organization of IT activities.

• Delivery of IT Services
  Providing IT services to meet the needs of users (including capacity and availability).

• Support of IT Services
  The implementation and proper organization of a Service Desk.

• Management of IT Infrastructure
  Managing the IT infrastructure (network systems management and systems management).

The WhiteStone Service Desk suite provides a modern solution for Incident and Problem management, Change management, Configuration management and true Service Level management.

WhiteStone Service Desk was designed from the outset to encompass all of the modules supplied. As such, each module is fully integrated to provide a total solution - there are no add-ons or loose integrations to other 'plug-in modules'.

WhiteStone Service Desk provides complete data segregation and independent workflows that can easily be tailored to individual customers' needs.

WhiteStone Service Desk has a unique and easy-to-use interface that utilizes the latest web design standards to deliver all the power of a typical rich client.

WhiteStone Service Desk is a 100% web browser-based application that provides a high level of usability and speed whilst minimizing deployment time and cost of ownership.

The WhiteStone Service Desk (WSD) suite comprises tightly integrated modules. These modules, based upon IT Infrastructure Library (ITIL) workflow standards, deliver the functionalities that your business needs.

WhiteStone Problem Management (WPM)

WhiteStone Problem Management provides Call, Incident, and Problem Management in a single module. WhiteStone Problem Management handles events that will or could result in a service interruption. Events can be categorized as:

Issues reported by callers
Requests for changes
Service requests

WhiteStone Problem Management also provides:

Ability to classify and track problems throughout their life-cycle
Ability to maintain a history of the problem (audit trail)
Ability to diagnose and resolve problems

WhiteStone Problem Management's diagnostic capabilities are enhanced by these features:

Scrolling Marquee to provide timely information to Service Desk Agents
Frequently Asked Questions (FAQ)
Known Errors
Free Text Search

WhiteStone Change Management (WCM)

WhiteStone Change Management offers the following functionalities:

The resolution of problems raised by Incident or Problem Reports
A response to user dissatisfaction
The introduction of new Configuration Items
The upgrade of components
Responding to changed business requirements or directions
Responding to new or changed work flow practices
Introducing new products or services
Ability to generate change requests from customers
Ability to generate change requests from reported problems
Ability to track the history of changes

Each Change Request has the capability to capture all dependencies of a change request as well as the associated cost involved. Risk Management can be achieved within the application or via reporting.

WhiteStone Configuration Management (WFM)

WhiteStone Configuration Management maintains information on Configuration Items, such as physical assets. Each asset can be broken down into individual components. These components are displayed in a hierarchical manner thus allowing analysis to be done via reports or internal application queries. The Problem and Change Management modules make use of Configuration Item information. Configuration Management has the following features:

While WhiteStone Service Desk (WSD) handles all the tasks associated with a consolidated service desk, there are additional modules which can be purchased separately to enhance the functionality of WSD. These modules expand the scope of the consolidated service desk and allow an even greater level of service to be delivered. The additional modules include:

WhiteStone Self-Service Portal (WSS)

WhiteStone Self Service allows customers and other end-users to report their own incidents and problems, view the resolution status of their incidents and problems and request information from inception to resolution. Routine problems and requests for information can be entered directly by end-users, thus reducing the workload on Service Desk agents.

WhiteStone Service Request (WSR)

WhiteStone Service Request allows end users to 'shop' from a pre-defined catalogue. WhiteStone Service Request enables:

Pre-approved changes within an organization thus reducing organizational administration overhead.
Automatic updating of Change and Configuration Management as changes occur and assets are modified. This automatic update ensures recorded information of the IT infrastructure is as accurate and up-to-date as possible.

Often an organization sells or provides products and services that customers can choose from and which will then generate a change within the organization.

WhiteStone Service Request facilitates the automatic generation of changes based upon the products or services chosen by the customer. The products or services are defined by the organization to best meet organizational goals by affording maximum flexibility to the customer.

WhiteStone Tivoli Integration

The first integration package available for network systems management vendors, the bi-directional Tivoli integration allows you to raise incidents and problems from within your Tivoli-managed environment, and then keep those events up-to-date as the service desk agents work to resolve the triggering error.