The VOGO ITSM engine
The VOGO eBS case types, registers, BPM flows and SLAs, on the organisation’s database.
VOGO eBS Service Desk
Every request registered, followed up and solved on time
ITSM (IT Service Management) means managing IT services: the incidents, requests, problems, changes, configuration and service levels of the information system. User incidents and requests, received on the portal, by e-mail or by phone, routed automatically to the right team and followed to closure, with an SLA on each component of the system.
Built on the VOGO ITSM engine, with Znuny ITSM and OTOBO as libraries, on SQL Server, Oracle, PostgreSQL, MySQL or MariaDB.
- ITIL
- SLA with escalation
- Self-service
VOGO eBS Service Desk
A single platform for the incidents of the whole information system
Users report from the self-service portal, by e-mail or by phone; every request becomes a ticket, classified and sent automatically to the right working group, with the priority resulting from impact and urgency.
Analysts work on queues, with automatic escalation before the SLA expires. Repeated incidents are gathered into a problem, and the solution goes into the knowledge base, where users find it by themselves next time.
Changes go through the change advisory board, and the reports show intervention times and compliance with the service contracts.
The VOGO ITSM engine runs on the VOGO eBS platform: incidents, problems, changes and the CMDB are case types and registers, with flows and SLA. That is why the product runs on the database the organisation already has — Microsoft SQL Server, Oracle, PostgreSQL, MySQL or MariaDB.
Intake. Resolution. Learning. Reporting.
Incidents
Classification, impact, urgency, priority matrix, states and incident templates.
Problems
The common cause of several incidents, with workarounds and known errors.
Changes
Change requests from incidents or problems, impact analysis, approval and coordination of the implementation.
CMDB
The configuration management database: the system’s components and the links between them.
Service catalogue
The available services, request templates, preconfigured flows and multi-phase approvals.
Self-service portal
New requests, the state of existing ones, search in the knowledge base and frequently asked questions.
Knowledge base
Approved solutions, keywords, indexed search and a built-in text editor.
SLA and escalation
Escalation levels, automatic escalation and notification before the SLA expires.
What makes the product different
The VOGO ITSM engine
Incidents, problems, changes and the CMDB run on the VOGO eBS case, flow and register engine.
Znuny ITSM and OTOBO
Two mature open-source libraries, chosen per installation, for queues, tickets and ITSM.
The organisation’s database
Microsoft SQL Server, Oracle, PostgreSQL, MySQL or MariaDB — the same databases as VOGO eBS.
Change advisory board (CAB)
The board members, sending change requests for approval and multi-phase approval.
Decision tree
Search in the knowledge base guided step by step, through questions, to the solution.
SMS and mobile app
Notifications and tickets through SMS, an iPhone and Android app, with the same accounts.
Link with VOGO eBS
Single sign-on and tickets opened automatically by VOGO eBS APM, Backup and SIEM.
The VOGO kanban
Tickets on the board, in columns — Backlog, To do, In progress, Done —, with the full ticket record, comments, priorities, reminders and attachments.
Support, updates and training are provided by VOGO, as the product’s manufacturer.
VOGO eBS Service Desk — a single integrated product
Request intake
Self-service portal, e-mail, phone, SMS and mobile app, with the ticket created automatically.
ITIL management
Incidents, problems and changes, with the multi-phase change advisory board.
CMDB and service catalogue
The system’s components, the links between them and the available services.
The knowledge base
Approved solutions, frequently asked questions and search guided by a decision tree.
SLA and reports
Automatic escalation, notification before expiry and scheduled reports.
The VOGO kanban
The team’s ticket board: each ticket moves through the state columns, with its history, comments and reminders.
The product uses as mature open-source libraries: Znuny ITSM and OTOBO.
Frequently asked questions
What is VOGO eBS Service Desk?
It is the VOGO technical support product: it takes in, registers and follows users’ incidents and requests until they are solved, according to ITIL.
Through which channels can incidents be reported?
From the self-service portal, by e-mail — tickets are created automatically from the messages received —, by phone, through an operator, by SMS and from the mobile app.
Is it a VOGO product?
Yes. VOGO eBS Service Desk is an integrated product, developed, licensed and supported by VOGO, with VOGO modules, console and support. The product uses as mature open-source libraries: Znuny ITSM and OTOBO.
On which databases does it run?
On the VOGO eBS databases: Microsoft SQL Server, Oracle, PostgreSQL (including EDB Postgres Advanced Server), MySQL and MariaDB. The organisation uses the one it already has.
Why two libraries, Znuny ITSM and OTOBO?
The VOGO engine covers cases, flows, registers and SLAs. For ticket queues and the classic ITSM functions, each installation uses the library that suits it: Znuny ITSM or OTOBO.
Does it integrate with the organisation’s directory?
Yes. Users and groups come from LDAP, and other systems integrate through web services and APIs.
Request a demo
See how VOGO eBS Service Desk works
Request a demo on your organisation’s support flows.
Note: The services are provided in line with the European DNSH principle – “Do No Significant Harm”, in accordance with Article 17 of Regulation (EU) 2020/852 on the establishment of a framework to facilitate sustainable investment and with the European Commission’s technical guidance on the application of the DNSH principle, C/2023/111.