Citrus Service Desk is a Service Management software application designed to help organisations deliver ITIL best practise. Whether your organisation is large or small, Citrus Service Desk will underpin all core operating procedures including Incident Management, Problem Management and Change Management. Moreover all Incidents, Problems and Changes can be associated with Assets and/or Services with Citrus Service Desks advanced CMDB (Configuration Management Data Base).

Citrus Service desk is intuitive by design, which means it can be easily configured and licensed to deliver front line Help Desk or Support Desk functions for operational departments like Sales, HR, Health and Safety for general query/complaint management as it is underpinning ITIL best practice.

Dynamic Dashboard

Citrus Service Desk incorporates many industry standard reports including a set of Reports that can be published to the global dynamic dash board. Click on a section of a Report to view the detailed records.

Read More

Incident Management

Citrus Service Desk Incident Manager allows you to record incidents in line with agreed service levels that arise quickly and easily, take ownership of the incident, assign tasks, monitor progress.

Read More

Problem Management

Within Citrus Service Desk the Problem Management function works seamlessly with Incident and Change Management. All problems are managed to resolution with “workarounds” being published for known errors driving early resolution.

Read More

Change Management

Citrus Change management ensures all changes are assessed, approved, implemented and reviewed in a controlled manner with workflows to minimise the impact of change related incident/problem upon service quality. On completion all originating incidents/problems linked to the change request can be closed.

Read More

Task Management

Task management allows support staff to retain ownership of an Incident, Problem or Change while passing Tasks to colleagues or third parties to action. When allocating Tasks, owners can set due date, scheduled date and duration to ensure that multiple Tasks are completed in a timely manner and the original incident closed within the agreed Service Level to the callers complete satistfaction.

Read More

CMDB (Configuration Management Database)

Citrus CMDB (Configuration Management Data Base) incorporates assets and services as seperate entities. Asset management allows you to create an asset type e.g. Hardware, Software or Maintenance Contract etc. A full audit trail is generated recording history of changes for the asset.

Read More
Live Support Software