CaseBlocks extends traditional helpdesk support ticketing and change management processes with proactive application performance and security alert remediation. Server response time degradation and security alerts can be sent in real-time to CaseBlocks, automatically generating tickets for agent resolution using ITIL-ready business processes. Tickets can also be automatically generated from other tools such as Nagios, the ELK Stack, and Splunk, or security products like Cyber adAPT.
With standard integration techniques such as webhooks, your Service Desk can be integrated with your other business applications so you can consolidate your service desk processes and become more efficient in handling exceptions across a complex estate.
Our Service Desk solution comes with pre-configured templates which follow ITIL best practice
but can also be customised to suit the unique needs of your organization using our template configurator. This way you get a Service Desk that matches your organization’s policies and provides ultimate flexibility and business fit.
CaseBlocks can also be configured to support your other IT related processes to ensure they are all in line with the organisation’s policies and integrated with each other. It can also be integrated with other software packages and tools using the CaseBlocks API to ensure your procedures are followed throughout your organisation and information is accurate and up to date.
Whenever something goes wrong, the people manning your service desk get bombarded with support requests that need to be addressed and processed.
CaseBlocks Service Desk allows your team to focus on providing support rather than admin tasks by automating repeatable processes such as ticket categorizations, prioritisation, allocation to teams and ticket updates. This lets your team spend less time on admin work and concentrate on providing first class support to your organisation and users.