eBA ITSM is a cloud-based IT service management (ITSM) solution that helps businesses to manage their ITIL processes. Features include incident management, knowledge management, SLA management, change management, request fulfillment, agent based scanning and more. eBA ITSM’s help desk automatically converts service request emails into trouble tickets, which can also include file attachments. Configurable business rules such as round robin distribution allow users to manage staff assignments for incoming requests. Users can also capture, analyze and report time-related KPI data for individual service fulfillment resources throughout service request tickets. Additionally, eBA ITSM features incident and request templates that allow users to manage tickets based o...