Mercury Service Desk
OakTree Solutions is a Mercury partner offering sales and support of Mercury Service DeskTM to manage IT services delivered to business stakeholders. Based on a ITIL best-practices framework for IT service management, Mercury Service DeskTM includes integrated components linking key ITSM processes.
Through its partnership with Mercury, OakTree Solutions offers:
- Incident Management
- Problem Management
- Change, Configuration, and Release Management
- Service Level and Availability Management
Tightly integrated with Mercury's comprehensive ITSM solution, Mercury Service Desk is a powerful and easy-to-use application, and significantly reduces the cost of deploying and maintaining a service desk.
With OakTree Solutions' implementation of Mercury Service Desk you can:
- Scale to handle enterprise-class demand.
- Integrate with common IT systems and tools such as ERP, CTI, and Active Directory.
- Make users more efficient with a state-of-the-art, feature-rich, web-based user interface.
- Manage incidents in an automated, efficient manner across identification, recording, classification, escalation, collaboration, closure, and status reporting.
- Identify, record, and track problems and known errors.
- Use ITIL-compliant change-approval templates to assess operational change requests based on urgency, cost, and impact to the business.
- Define performance targets, specify coverage by day and hour, and monitor vendor performance against SLAs.
- Analyze data and use it to measure service availability against SLAs.
- Generate an accurate, verifiable, detailed account of configuration items (CIs) that includes ownership, identifiers, and versions; allocate unique identifiers and version numbers; and ensure that only authorized and identifiable CIs are accepted and recorded against SLAs and OLAs.
- Federate configuration information with Mercury's Universal CMDB.
- Implement Mercury Service Desk as part of Mercury's comprehensive, end-to-end ITSM solution.