Optimize service management with control and flexibility.
MCdesk is an ITSM help desk software designed to optimize resources and centralize the monitoring of IT assets and services while ensuring regulatory compliance. Experience faster ticket resolution and enhanced support for your team. With our platform, you'll enjoy the flexibility of customization tailored to your needs. MCdesk is a cost-effective, and user-friendly ITSM solution that boosts your team’s productivity.
Service Level Management
Service Level Agreement (SLA) can be defined for different categories.
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SLAs are defining the urgency of outstanding incident queue. They can assist IT teams to follow on which incoming issues matter the most.
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Easy to configure SLA rule set.
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Rule bases configure based on different conditions: Start, Pause, Stop, Reset.
Self Service
MCdesk offers a user-friendly self-service portal which can improve user experience.
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Provide a mobile-friendly self-service platform.
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Make service request.
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Configurate questions.
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Linked sub-tasks and approval workflows for easy monitoring.
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Users can get help anytime.
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Fewer support calls and emails mean lower operational costs.
Configuration Management Database (CMDB)
MCdesk improves incident & problem management with CMDB.
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Offer a centralized view of all configuration items (CIs) to pinpoint issues faster.
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Speed up root cause analysis by showing dependencies and relationships between assets.
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CMDB Diagram graphically displays the infrastructure view for a configuration item (CI) and the related application or other infrastructure component.
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Open any CI records which are showed in dependency maps.
Change Management
Change Management processes are governed by workflows that are tailored to the specific type of change request. MCdesk integrates data from your CI/CD pipeline, identifies impacted services, highlights the risk level, and lists all required approvers.
MCdesk offers a powerful Workflow Engine:
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A powerful tool is designed to streamline workflows and reduce the manual and repetitive tasks by automating key processes.
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Support business and approval processes.
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Support sub-task management for complex scenarios.
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GUI-based engine for fast deployment without coding required.
Incident & Problem Management
MCdesk can resolve the incidents efficiently.
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The Incident ticket page can view the details of an incident.
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Best Practice with ITIL 4 Compliance.
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The feature of Linked ticket types (Incident, Problem, Change) improves the efficiency of resolution.
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Reduce duplication and streamline workflows.
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Easy to identify the root cause.
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The incident work queue facilitates the assignment of new requests to IT team along with customizable queue filters feature.
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AI is built into MCdesk to seamline the workflow and resolve the incidents quickly.
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Auto-categorize, prioritize and assign tickets to the right team to follow up.
Reporting & Dashboard
MCdesk's dashboard provides a real-time visibility.
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Provide the corresponding status of incident and other tickets.
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Offer valuable insights to both operations team and process owners, enabling them to assess the performance of their application.
MCdesk ITSM Components
MCdesk is built on a modular foundation of powerful ITIL-aligned components. Each module is designed to work seamlessly together, providing a unified system that gives you complete control and visibility over your service management ecosystem.
Benefits
Optimal User Experience
Modern, customizable interface tailored to organizational needs.
Cost-Efficiency
We offer both cloud-based and on-premises solutions, allowing you to choose the option that best fits your infrastructure and budget.
Seamless Integration
Seamless REST API connectivity.
Flexibility & Scalability
An AI-driven platform that adapts and grows with your business.