Service Desk

The solution to manage proccesses and services
by optimizing times, resources, increasing productivity
and improving service levels.

The technological resources management for your organization requires an efficient handling to provide a higher customer satisfaction by giving an effective response, quality service and expert technical support

Aranda Service Desk is a multiproject tool which allows to handle different management processes from your business through a unique console, and provide support to different types of cases such as: Requests, service requests, incidents, problems and changes. It offers versatility for the registration and follow up of cases by the client, through the end user web platform, and allowing self-management of cases with the knowledge base or the registration of a new request In Service Desk

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Special features

Best It Practices:

Aranda Service Desk is certified by ITIL Compatible PinkElephant for 13 processes with ITIL best practices:

  • Asset Management
  • Incident Management.
  • Problem Management.
  • Change Management.
  • Request Fulfillment.
  • Release & Deployment Management.
  • Service Asset & Configuration Management.
  • Knowledge Management.
  • Service Catalog Management.
  • Service Level Management.
  • Service Portfolio Management.
  • Financial Management.
  • Event Management.


Manage multiple projects from the same console, using an unique data base and server, so that the administrators can perform the management of different processes of your organization as support or any other type of process, for all of your clients.

Unified Authentication:

The integration of the authentication systems of Aranda Service Desk with LDAP (Active directory) offers the user a safe and unified authentication service for the entry (access?) to the Service Desk.

Web Service:

Use a fast and secure integration among platforms and different programs.

Licensing Schemes:

There are two types of licensing to use Aranda Service desk:
Concurren: This scheme is administered by the availability of licenses purchased and the specialists access to the application, It depends on the release of each license for a new entry.
Named: This scheme provides a personalized and unique license with the basic data of the specialist that will enter into the console at any time.

  • Organization and control in the service delivery.
  • Complete information for each case
  • Continuous monitoring of cases and associated assets.
  • Easy integration with other tools
  • Access a web console to monitor cases.
  • Best ITIL practices implementation
  • Effective problems solution
  • Higher productivity.
  • Permanent specialist assistance
  • Higher levels of service and support to the internal clients.
  • Instant cost support reduction
  • Protects and take advantage of the technology Infrastructure generating higher returns.
  • Decrease on time response to users.
  • 12 ITIL processes certified by PinkElephant 2011 edition

Incident Management: Register and control all incidents that occur (appears?), achieving the normal operation restore and minimizing the impact they produce in business.

Aranda Service Desk will allow you to take duly documented incidents, including information on the end user, the specialist applications involved, actions taken, among others.

Problem Management: Fix definitively a generated problem, knowing its root cause and set the lifecycle of the problem achieving each case efficiently from the definition of their origin, classification, routing, research and permanent resolution of the problem. Reduce the level of incidents, establish mechanisms for prevention and quality improvement strategies, with an increase in knowledge infrastructure.

Change Management: Manage the infrastructure or services changes, defining the required change processes clearly and scheduled basis.

Improve service quality and increase user productivity, establishing levels of impact, the risk of changes to generate and defining for each of the transitions stages of the case, processes of planning and evaluation authorized by members of an approval committee.

Request Fulfillment: Manage requests for information and standard changes, on a practical and immediately way, with the support of the Service Desk and the effective use of the knowledge database.

Service Catalog: Establish a service catalog according to their need, partnering agreements and service levels, users and companies, groups of specialists, CIs, responsibilities, among others.

Service Level Management: Define service-level agreements for your business, controlling compliance for the established times.

Case Creator: Speed up the process of contact and response times of the Service Desk, using e-mail as an alternative to automatically generate cases and obtain registration information by-case and their respective storage.

Web access: Specialists, supervisors, administrators and end users have access to a web console, no time limitations for filing incidents, service calls, check and monitor information related to any event generated without taking consulting time from the Service Desk.

Scripts: Get the necessary information at the registration time of a case or service call by using and developing scripts.

Aranda Service Desk Mobile: Manage cases from your mobile device, set permanent connection with the Service Desk. The specialists and end users can create and display cases information related to them, track their progress, allowing them to consult, create and / or edit incidents and service calls.

Knowledge Base: The user has permanent access to an information and knowledge center to easily solve many of the support concerns without resorting to the Service Desk access, that way you can check frequently asked questions, workarounds, solutions, among others.

Banners and News: Inform the user from the web console on major infrastructure eventualities, through messages like warning notice, technical failure, warnings, among others.

Definition of Rules: Set conditions on an automatic way, generating effective actions by sending e-mails, alarm activation or routing of cases, keeping specialists and end users informed on the progress thereof.

Satisfaction Survey: Know the degree of end-user satisfaction at the conclusion of a case, achieving effective feedback and real insight to make the right decisions and improve the service quality.

Reports: Get to know the information generated by the Service Desk on the status of cases, response time, specialist performance, indicators among others and obtain the technological resources data on detailed reports. Through the web console access information of predefined reports from anywhere and permanently; develop custom reports, consult and schedule the sending of these automatically.

System Requirements

On the server

Processor Intel Xeon Processor of 3 GHz or higher
Memory 8 GB minimum
Operating System Microsoft Windows 2008 Server 64-bit or higher.

Compatibility with Internet Information Services 6.0. Microsoft .Net Framework 3.5 and 4.0

Free space on DD
for the installation
4 GB CD-ROM trough installation or access to one network

On the stations

Processor Intel Core 2.6 Ghz
Memory 2 GB or more
Operating System Windows 7 Professional or higuer with the latest service pack released from the manufacturer
Free space on DD
for the installation
4 GB CD-ROM trough installation or access to one network

Internet explorer 11 for the new specialist console

Base de datos

Processor Server processor required depending on hardware manufacturer, for Intel platform the Xeon processors are recommended
Memory 8GB or higher
Database Engines • SQL Server: Windows 2008 Server or higher.

• Oracle: Windows 2000 Server or higher, Unix systems (Linux, Solaris, HP-UX, IBM AIX, Compaq True-64)

** Initially it requires 2 GB allocated exclusively to the database engine (to support the SDB and the first 100 connections to ASDK) and for every 100 additional Aranda Service Desk connections, it´s necessary to have 1 GB more.

Aranda Service Desk Web Edition Requirements.

On the server:

· Compatibility with Internet Information Services 6.0.
· Microsoft .Net Framework 3.5 and 4.0

Aranda Service Desk Mobile:
This Service Is available for Android and iOS mobile devices.

Aranda Service Desk Mobile

Our Service Desk now with all the advantages of a mobile application

Aranda Service Desk Express

¿Would you like to know a lighter version?

Aranda Self Service

Share knowledge with all your users through our solution, in a knowledge base that improves the responsiveness and management of your organization. Have all the information available to solve a case without having to go to the service desk, promoting self-management and reducing attention times.

Aranda IVR

Canalize Incoming support service calls in an organized answer and action flow, using a technologic telephony platform (with SIP protocol), which trough programmed voice recordings, will guide the user In the process of Incidents registration, service requirements or Service Desk changes.


Complement the functionalities of ASDK acquiring different solutions of Aranda that facilitate the management of your resources:

The integration with Aranda CMDB (Configuration Management Database), allows to associate configuration Items, related to support procceses, to incidents and service calls.
Integration with Aranda Dashboard allows access to a graphical interface to display the indicators of support processes, such as service calls, incidents and problems, improving the management of the Service Desk.
Permite el control y administración remota de sus estaciones de trabajo para agilizar el soporte y reducir considerablemente los tiempos de respuesta al integrarse con Aranda Service Desk

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