Service Desk ManagementService Desk Management Application - 360 Facility
360 Facility is, a tool for managing Service Desk operations, allows a customer to manage incidents and general service requests for end user customers.
360 Facility provides the following functionality for users and management:
- Logging service desk incidents and service requests for users
- Categorizing, coding, and prioritizing Service Desk incidents and service requests to better organize and prioritize workload management
- Managing Service Desk incidents and service requests through their life cycle, tracking important details and related information provided by both users and internal staff working to resolve Incidents
- Monitoring and tracking progress of Service Desk incidents and service requests
- Functional escalation of Service Desk incidents to other working teams
- Hierarchical escalation of Service Desk incidents to middle and upper management based on priority and escalation models
- Resolution and closure of Service Desk incidents and service requests
- Customer survey capabilities to aid in evaluating the level of satisfaction delivered by the Service Desk
- Metric reporting capabilities enabling continuous improvement of support operations
The 360 Facilityapplication is hosted at the ACTG Data Center. Users may access the application through its web based interface from any computer with Internet access. The web based interface allows users to work at multiple locations or even work from home if necessary.
