Magic Service Desk Suite 8.0 is designed to meet your business requirements, automate your service desk processes and lower the cost of support operations. This customizable, browser-based service management solution combines best-in-class help desk software with core Information Technology Infrastructure Library (ITIL®) best practices, the industry standard framework for IT Service delivery and support.

The flexible architecture of the Magic Service Desk Suite makes it perfect for the service needs of many departments. Powerful workflow software and solutions deliver superior service and reduce operational expenses, while interactive graphical reporting displays the data you need to make informed business decisions. The suite includes Magic Service Desk and the following additional modules: Workflow Engine, Real-time Reporting, Test-to-Production Tool and Microsoft SMS Integration.

The newest release includes Microsoft Active Directory integration. Plus, the customizable interface gives you the flexibility to integrate it easily into your business processes. Use it out of the box or easily modify the interface, workflow, and database to meet your specific business requirements.

Flexible

Magic Service Desk Suite is flexible and easy to customize—without programming. Take advantage of drag-and-drop form design, point-and-click workflow, and simple database administration to easily meet the unique needs of your business.

Intuitive

Training for using this suite is easy and your staff will become productive quickly because of the intuitive Windows design in a globally accessible browser interface.

Economical

Realize a rapid return on your investment with increased productivity and efficiencies while also reducing response times and abandon rates. See these benefits for yourself with our Magic On-line ROI Calculator.

Service Desk

Easily deploy and configure the service desk software for a broad range of service and support functions. From tracking employee requests to resolving customer issues, Magic Service Desk Suite helps you create a proactive service center workflow, which supports your customers via self service, and your entire organization from IT to Facilities, to Human Resources.

Asset Management

The Asset Inventory and Tracking module provides a single, centralized database inventory tool for asset tracking, vendor tracking, and maintaining service contracts. Magic Asset Management provides mid-sized businesses with the database inventory software they need to work intelligently and efficiently and is integrated tightly with the help desk incident management, purchasing, and work order software.

Service Level Agreements

Improve service by keeping everyone informed of escalating requests and customer issues. Magic Service Desk Suite’s workflow software automatically communicates responses and prioritizes requests that are in danger of falling behind, so you can quickly establish and exceed help desk service standards.

Work Order Management

Improve efficiency by automating repetitive tasks with Magic Service Desk Suite’s work order software. Track time and materials for each work order and easily manage assignments across groups and departments. Work orders are fully integrated with the Magic Service Desk and Asset Inventory and Tracking modules.

Self-Service

Ticketing Immediately impact your bottom line. Magic Self Service gives your customers the ability to submit and check status of service requests online. Magic Self Service is a cheaper and faster alternative to emailing or calling the help desk and provides your end users with improved access to the information they need.

Purchasing

Optimize the purchasing process by automating requests and maintaining a central database of inventory. This flexible workflow software and fully integrated inventory module helps mid-sized businesses save time and money by automating the purchasing process

Knowledge Base

An organization is only as good as its smartest people. With the Magic Statistical Information Retrieval Tool, information can be recorded and stored for instant retrieval by staff in any office or location. The knowledge base can be easily accessed by the help desk technicians or via self service.

Active Directory

Integration Employee databases in Magic can be automatically populated and updated from an organization's Active Directory System. This capability removes a significant amount of manual effort and provides for enhanced security for Windows integrated authentication.

Powerful Workflow Software

With both server-based and client-side business rules, Magic Service Desk Suite gives you the power to automate your most challenging workflow processes. Magic Service Desk Suite comes with an MBA (Magic Business Automation) that enables you to validate fields as they are entered, ensures data integrity on the back end, and enables automated communications and approvals. This provides a great combination of workforce management and service call software.

Real-time Reporting

Magic Management Center takes reporting one step further by providing real-time information. Managers can view real-time data in a graphical report and easily drill down to as much detail as they need. The interactive charting is easy to use and can be modified to meet the unique reporting needs of your management staff.

Easily transfer customizations To Production

Eliminate user downtime and manage changes to the Magic Service Desk application efficiently. Magic Test-to- Production Tool reduces downtime and enables your administrator to develop and test customizations on a test server prior to rolling them out to production.

Integration with Microsoft SMS

If your company has invested in Microsoft’s System Management Server (SMS), your staff can easily access the wealth of hardware and software information stored in this powerful database inventory software. Reduced resolution times and faster problem diagnostics are just one click away.