Requester
Knows who is on the request and when it will be solved.
All requests
Open 42Waiting on user 6Solved today 18
Search requests
Past target2
Near target5
Avg. first response18 m
Solved within target · month93%
Internal servicesProduct foundation
ServiceDesk — Internal services
Every internal request: category, priority, team, and a trail to resolution.
IT, facilities and shared-service requests in one queue, with assignment, deadlines and follow-through to closure.
The problem
A request goes out, then vanishes.
Requests arrive through email and chat groups, with no clear priority and no owning team. The urgent one waits behind the simple one.
- 01No single queue
- 02Unstated priorities
- 03No trace of how issues were solved
Signature
The resolution trail
One request followed from intake to closure, with its deadline visible all the way.
SR-5521 · P2Account & access for a new hireSara Al-Qahtani · Finance
08:41ReceivedFrom the catalogue
08:41AssignedSystems team · 8 h target
09:05In progressBadr Al-Zahrani
10:30Waiting on userAccess scope
13:10ResolvedWithin target · 4 h 29 m
8-hour target · solved in 4 hours 29 minutes
Inside the product
The modules, as they actually work.
Real interfaces with a fictional organization's data. Choose a module to bring it forward.
All requests
Open 42Waiting on user 6Solved today 18
Search requests
Past target2
Near target5
Avg. first response18 m
Solved within target · month93%
Assigned to me
SR-5521P2
Account & access for a new hireLeft 3 hSR-5519P1
Wi-Fi outage · floor 4Left 35 mSR-5517P1
Water leak · meeting room 2Left 1 hSR-5514P3
Extra desk displayLeft 2 dSR-5510P3
Book a training room for 3 daysLeft 1 dSR-5508P2
Clearance letter for a transferLeft 5 hSR-5521P2In progressWait on userResolve
Account & access for a new hire
New finance hire starting Sunday: account, mailbox, finance system access, laptop.Resolution trail
08:41
Sara Al-QahtaniCreated from the catalogue: “New hire”
08:41
ServiceDeskAuto-assigned to Systems team · 8-hour target
09:05
Badr Al-ZahraniStarted: account and mailbox
10:12
Badr Al-ZahraniAccount created · awaiting finance system access scope
10:30
Sara Al-QahtaniScope confirmed: view only
Target
3 hleft of 8
RequesterSara Al-Qahtani
TeamSystems team
AssigneeBadr Al-Zahrani
Linked assetAST-10833
IT team board
BAOARA
New2
SR-5524P3
Floor 2 printer not printingUnassignedSR-5523P3
Shared folder accessUnassignedIn progress3
SR-5521P2
New hire accountBadrSR-5519P1
Wi-Fi outage · floor 4OmarSR-5508P2
Clearance letterReemWaiting on user1
SR-5514P3
Extra desk displayBadrResolved2
SR-5499P3
Password resetOmarSR-5496P1
Server room coolingFacilitiesService categoriesNew category
New hireAccount, mailbox, access, device
Resolution target8 h
Owning teamSystems team
Network & connectivityOutage, slowness, remote access
Resolution target1 h
Owning teamNetwork team
Devices & assetsRequest, replace, return
Resolution target2 days
Owning teamService desk
Facilities maintenanceA/C, lighting, plumbing
Resolution target4 h
Owning teamFacilities team
Room bookingMeeting and training rooms
Resolution target1 day
Owning teamAdmin services
Letters & certificatesEmployment, clearance, experience
Resolution target1 day
Owning teamHR
Request detailThe resolution trail, notes and attachments
What it does
Six capabilities at the heart of ServiceDesk.
- 01
One queue
Every internal request in one place.
- 02
Priority & targets
Response and resolution targets per category.
- 03
Team assignment
Routing each request to the owning team.
- 04
Resolution trail
Every step, and who took it.
- 05
Service catalogue
Employees pick a service instead of describing a problem.
- 06
Feedback after closure
The requester's view of the service.
Value by role
Every role sees what concerns it.
Service team
Works from a queue ordered by priority.
Service manager
Sees load and delays before they grow.
From foundation to your system
ServiceDesk starts ready, and becomes your own system.
Approved VANTERA product foundation, ready for client-specific implementation.
- 01We review your process
A workshop with the department: the steps, roles and exceptions as they are today.
- 02We fit the foundation to you
Roles, rules, fields, naming and authority limits, set to your organization.
- 03We launch and operate with you
Data migration, team training, then support and updates after launch.
Related products
Works best with
Start a project
Discuss ServiceDesk for your organization's processes.
An intro session with our analysis team to review your current processes and scope the first system.