IT Service Desk software for Eastern Europe

2024. SimpleOne ITSM added tool for planning complex changes



The new version of SimpleOne ITSM introduces dedicated "Change Planning" widget, which allows you to customize the sequence and interrelationship of tasks for various stages of the change management process. Now, specialists can easily decompose the work involved in preparing, implementing, validating, and rolling back complex changes, track their status, and coordinate the actions of multiple performers. The planner is designed to simplify the organization of work on implementing major changes to the IT infrastructure involving multiple stakeholders. Now, agents, change managers and other process participants can more effectively decompose tasks, monitor their implementation and coordinate the work of specialists.


2022. Freshservice integrated with GoodData



Service Desk software Freshservice integrated with analytical platform GoodData to allow employees more accurately analyze support quality, identify bottlenecks, and improve IT service. With GoodData, agents can quickly create analytical reports, and managers will receive alerts about sudden changes in various metrics. Other convenient features include complex and customizable metrics for in-depth analysis, dynamic dashboards, and benchmarking metrics.


2021. ServiceNow adds no-code builder for Service desk agents



ServiceNow, says that distributed work has advanced the idea of putting software building into the hands of every employee. So, the company has decided to develop a new area called Creator Workflows, which are designed to help workers build new workflows suited to their needs. It provides the main development environment where users can drag and drop the components they need to build workflows that make sense for them. The templates take that ease of use a step further by providing a framework for some common tasks.

2014. BPMonline Service Desk has become more accessible for small service departments



Terrasoft has introduced a new version of its BPMonline Service Desk system. It significantly expands email capabilities (including email notification customization and automatic registration of email requests), adds service health tracking capabilities, automatic incident registration (thanks to built-in integration with monitoring systems), expands the system's interaction with the LDAP directory, and adds a mechanism for convenient management of configuration unit passports and models. Additionally, a Team Edition for small service departments (up to 5 employees) has been released, priced at $1,500 euros per year. This edition enables automation of basic ITIL processes and includes a customer portal.


2010. SaaS version of ManageEngine ServiceDesk is generally available



After six months of closed beta testing, Zoho has announced the general availability of its SaaS ITSM system ServiceDesk Plus On-Demand. The solution is designed for small and medium businesses, complies with ITIL library requirements, and includes tools for incident management, problem management, change management, release management, and configuration management. Now IT administrators can manage their IT infrastructure even while on vacation at the beach. The standard version of the system costs $29 per month per user (technical specialist).