Incident Management: Register and control all incidents that occur, restoring normal operation and minimizing the impact that these produce on the business.

Aranda Service Desk will allow you to process the incidents properly documented, with information about the end user, the specialist, applications involved, actions taken, among others.

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

Case Creator: Streamline the contact process and response times of the Service Desk, using email as an alternative to generate cases automatically and obtain information related to the case and their respective storage.

Web Access: Specialists, supervisors, administrators and end users have access to a web console, without time limitations to file incidents, service calls, consult and follow up on information related to any case generated, without taking time to consult the Service Desk.

Scripts: Obtain the necessary information when registering a case or service call through the use and elaboration of scripts.

Aranda Service Desk Mobile: Manage cases from your mobile device, establish permanent connection with the Service Desk. Specialists and end users will be able to create cases and view information related to them, track their progress, allow them to consult, create and 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 going to the Service Desk so that he can consult frequently asked questions, workarounds and solutions, among others.

Banners and News: Report to the user from the web console on the most important eventualities of the infrastructure, through messages such as: Warning alert, technical failure, warning, among others.

Define Rules: Define conditions automatically by generating effective actions by sending emails, triggering alarms or routing cases, keeping specialists and end users informed about the progress of cases.

Satisfaction Survey: Get to know the degree of satisfaction of the end user at the conclusion of a case, achieving effective feedback and a real perception to make correct decisions and raise the service quality.

Reports: Get to know the information generated by the Service Desk on the status of cases, response time, performance of specialists, indicators, among others. And obtain the data of its technological resources through detailed reports. Through the web console access predefined report information from anywhere and permanently; Prepare personalized reports, consult and schedule the delivery of these automatically.

On the server

On the stations

Database

** 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.