Symantec ServiceDesk is an Information Technology Infrastructure Library (ITIL)-based help desk solution that automates infrastructure service management. This system can only be installed on-premise.
Symantec ServiceDesk’s problem management module enables users to track and resolve problem incidents. In addition, the software pairs similar incidents together to extract the root cause. Its change management module allows users to standardize change processes in the organization and mitigate their effects on services.
Symantec ServiceDesk’s provides process-driven forms, which provide only relevant information and the requisite data to move forward. In addition, these forms ensure error free form filing. The software shares automated emails notifications whenever a ticket's status is updated.
Symantec ServiceDesk’s business hours support feature allows users to define their working hours and days off, which further helps in reporting average response and resolution time as defined in the Service Level Agreement.