Service Desk Management

The Service Desk calls for a single customer interface to the ITIL Service Support processes. Think of it as the IT Help Desk for recording, managing, coordinating, and resolving IT problems as quickly as possible. The ITIL Service Desk also manages problems and changes in the IT environment.

Foglight supports these activities in the following ways:

• Service Desk personnel can use the Foglight console to quickly match customer calls with system issues
• Through its service chain mapping and domain monitoring, Foglight delivers information to help Service Desk personnel perform an initial diagnosis of the problem and route it to the appropriate second or third tier of support staff
• Foglight can proactively monitor the environment for incidents before end users are affected, reducing the volume of reported incidents