Dexon Service Desk Director is a product designed to deliver high quality IT service management through features that adhere to ITIL standards. It provides a single point of contact for internal and external users to report incidents, problems, changes, and service requests. The product allows organizations to standardize processes, minimize disruptions, and ensure the proper administration of incidents.

1. PRODUCT Dexon Service Desk Director is a product designed and engineered to deliver the highest
CATALOG standards of quality and service for the proper administration of events and services to final
users both, internal and external. This product is the main source of contact and delivery of
knowledge to customers and users, modeled on ITIL standards that allow the development of a
product that does not only provides the adjustments for quick and easy implementation but
also the documented process flow for monitoring and control..
You can make restoration of critical business services in the shortest time possible.
We will minimize the impact of causing incidents in the operations of his company.
You can standardize processes or functions of the services of his organization with an
incident management and applications in a scalable, integrated and modular.
Dexon Software SA
Custumer Service Line: + 57 (1) 2368633 Bogota, Colombia
info@dexon.us www.dexon.us

2. PRODUCT INCIDENT
MANAGEMENT
CATALOG With Incident Management of Dexon Achieving Standardization of processes and
management you can minimize the disruption functions of the services themselves with
to your business by restoring normal incident management in a scalable and
operations of your company as quickly as integrated way
possible.
With features like scaling and functional
Dexon Incident Management provides a single hierarchy of applications, managing technical
point of contact between your company and groups, warning about the events of the
customers beyond the typical help desk incidents, monitoring life cycle of the
including the ability to process incident incidents, capacity Management,
reporting, problems, change and service multicompany from the same point of
request in a tool integrating other IT contact, detail classification of incidents
elements. including ensuring that the proper
administration of the incidents framed by a
totalitarian design.
SERVICE ASSET
CONFIGURATION MANAGEMENT
Dexon Configuration Management monitors The successful administration of our
all individual components of IC technology Configuration Management lies in the finding
platform to establish and maintain the of a single tool and a single management
coherence of each CI in their relationships, agent running total assets making
roles and performance. communication software and management of
One of the main advantages of Dexon configuration items is carried out successfully
Configuration Management is that due to the and productive.
constant monitoring and updating of data can
be created automatically relationships
between various elements configurable by
administration that will impact positively on
other aspects of your IT organization.
Dexon Software SA
Custumer Service Line: + 57 (1) 2368633 Bogota, Colombia
info@dexon.us www.dexon.us

3. PRODUCT PROBLEM
MANAGEMENT
CATALOG Dexon Problem Management investigates the Allows you to effectively anticipate the
cause of the incidents, and is intended to impact of changes, reducing business risk
prevent incidents of a similar nature from of failures and inconsistencies in services.
recurring. Using the elimination of errors, Simplifies architectural complexity of its
which often require deep structural changes technological platform and reduce
to the infrastructure in an organization, administration cost of incidents and
making the number of cases or incidents are problems.
reduce over time. Will help you comply with the
requirements and internal policies,
The Process of Dexon Problem Management tracking changes across your organization.
includes the reaction and the action or
execution as key bases in their administrative.
CHANGE
MANAGEMENT
Dexon Change Management ensures that the by preventing these that cause problems in
methods and procedures used, give a quick infrastructure, Dexon Change Management
and efficient handling of all changes to will be your right hand to the foresight and
controlled IT infrastructure, in order to prevention of difficulties.
minimize the number and impact of any
element of the incidents related to the
technological service.
Dexon Change Management usually includes
the administration and registration changes,
the evaluation of the effects, cost, benefits
and risk of changes made in its infrastructure
Dexon Software SA
Custumer Service Line: + 57 (1) 2368633 Bogota, Colombia
info@dexon.us www.dexon.us

4. PRODUCT EVENT
MANAGEMENT
CATALOG Dexon Event Management allows you to Dexon Event Management helps early
monitor all the important events of its IT detection of incidents, even to prevent their
platform, and detect and scale of exception appearance to users, is a key point in the
conditions in order to contribute to the integration and direct coordination with
normal operation of the service; the module other processes, and enables them to react
itself is responsible for classifying events and more quickly, resulting in higher efficiency of
its impact on the service. It is also responsible the entire IT organization.
for documenting the event and refers to the
corresponding process for actions to be taken.
AVAILABILITY
MANAGEMENT
With Availability Management Dexon you can Dexon Availability Management will
monitor the implementation of the systems undertake activities to process automatic
available for use under the terms of use level workflow service desk and how to determine
agreements (SLAs) with activities such as availability requirements, identify business-
monitoring, reporting, backup, among critical functions (VBF´s) analysis of impact
others, all to deliver a level of availability, a business, monitoring and trend analysis.
cost effective, to enable the business in order
to meet their business objectives.
CAPACITY
MANAGEMENT
Dexon Capacity Management helps ensure Overall, Dexon Capacity Management ensures
that IT infrastructure it's provided to the that the capacity of your IT infrastructure is
business services at right time, in the precise aligned with the changing demands of your
amount and the right price to ensure their business by providing the best value-benefit
efficient use. in a, timely and accurate way.
It is in this Dexon Service Desk module that
can integrate business processes and the BCM
(Business Capacity Management) SCM (Service
Capacity Management) and RCM (resourse
Capacity Management).
Dexon Software SA
Custumer Service Line: + 57 (1) 2368633 Bogota, Colombia
info@dexon.us www.dexon.us

5. PRODUCT SERVICE LEVEL
MANAGEMENT
CATALOG Dexon Service Level Management enables you Allows you to set clear and measurable
to define, negotiate and monitor the quality objectives and clearly defined from the same
of the IT services that you offer your console, the responsibilities of both
customers. With this module you can customers and service providers. Staff at your
configure the management console from each Service Centre will have the necessary
of the commitments you have with your client documentation (SLAs, OLAs, etc...) to take a
to meet their needs and expectations close relationship with its customers and
. suppliers. The SLAs help IT Management to
Service Level Management Dexon improves calculate both cost estimates and to justify its
communication with your clients, preventing price to customers.
misunderstandings about the nature and
quality of services you offer.
KNOWLEDGE
MANAGEMENT
Dexon Knowledge Management is responsible recording and to consult the available data,
for establishing criteria for registration and to evaluate the data collected, ensuring that
undertake regular work classification, they are constantly updated and analyze the
evaluation and improvement of the available information needs of certain departments
data that are displayed and accessed from the and coordinate the appropriate transfer of
Service Desk console. Dexon Knowledge knowledge from those who own the data.
Management enables you to collect, analyze,
store and share the knowledge available at
the Service Desk Management for the IT
organization of your business.
This module enables you to contribute to
improve the quality of decisions made in your
company, by ensuring that those who make
the decisions have secure and reliable
information. It also enable you to ensure that
the staff uses Dexons console, both
Dexon Software SA
Custumer Service Line: + 57 (1) 2368633 Bogota, Colombia
info@dexon.us www.dexon.us

6. PRODUCT
CATALOG
Dexon Software SA
Custumer Service Line: + 57 (1) 2368633 Bogota, Colombia
info@dexon.us www.dexon.us