Siebel HelpDesk view image Oracle's Siebel HelpDesk enables the deployment of Information Technology Infrastructure Library-compliant service solutions. By managing incidents, requests, and other IT service processes, the application helps businesses control costs, allocate scarce resources, and improve the speed and quality of service response. FEATURES Incident Management—identify the root cause of problems Change Management—establish procedures for handling IT infrastructure changes Asset Management—track and maintain a complete inventory of IT assets Service Level Management—align service delivery with established entitlements, availability, and response times Help Desk Analytics—monitor how an organization is delivering on key metrics and agreements