Help desk software has evolved into a complete service management platform that can be deployed in a number of operational areas. Human resources, facilities, and finance are but a few of the departments employing service management processes and techniques to improve effectiveness and reduce costs. As part of this drive for effectiveness, best practice templates, workflow, and true process automation are brought to bear. ICCM’s eService Desk addresses the growing need for process driven service management across the enterprise.

ICCM eService Desk

ICCM has taken an innovative approach to service management by basing its eService Desk solution on Metastorm, a commercially available business process management (BPM) solution. eService Desk grew out of ICCM’s consulting experience with implementing other service management and help desk solutions as well as Metastorm business process solutions to meet the increasing need for a sophisticated BPM-based service management solution.