Entra Service Desk Platform - hungtrungthinh/entra-desk GitHub Wiki

Entra Service Desk Platform Wiki

Table of Contents

  1. Overview
  2. ITIL Alignment
  3. Architecture
  4. Core Features
  5. Technical Stack
  6. Security & Compliance
  7. Integration Capabilities
  8. Administration Guide
  9. User Guide
  10. API Documentation

Overview

Entra Service Desk Platform is a comprehensive IT Service Management (ITSM) solution designed to streamline service delivery, incident management, and support operations. The platform follows ITIL best practices while providing modern, user-friendly interfaces and powerful automation capabilities.

Key Benefits

  • Unified Service Management: Centralized platform for all IT service needs
  • Multi-channel Support: Email, Slack, Teams, and Web Portal integration
  • AI-Powered Automation: Smart ticket routing, classification, and resolution
  • Real-time Analytics: Comprehensive dashboards and reporting
  • Multi-tenant Architecture: Support for MSP and enterprise deployments
  • Customizable Workflows: Flexible service catalog and approval processes

ITIL Alignment

Service Strategy

  • Service Portfolio Management
  • Financial Management
  • Demand Management
  • Business Relationship Management

Service Design

  • Service Catalog Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management

Service Transition

  • Change Management
  • Release Management
  • Knowledge Management
  • Asset and Configuration Management

Service Operation

  • Incident Management
  • Problem Management
  • Request Fulfillment
  • Access Management
  • Event Management

Continual Service Improvement

  • Service Measurement and Reporting
  • Service Review and Improvement
  • Service Quality Management

Architecture

System Components

  1. Frontend Layer

    • Next.js 15 (App Router)
    • TypeScript
    • TailwindCSS
    • Shadcn/ui Components
    • Responsive Design

  2. Backend Layer

    • NestJS Framework
    • TypeScript
    • PostgreSQL Database
    • S3-compatible Storage
    • Redis Cache

  3. Integration Layer

    • RESTful APIs
    • Webhook Support
    • Message Queue
    • Event Bus

Multi-tenant Architecture

  • Tenant Isolation
  • Custom Branding
  • Role-based Access Control
  • Resource Quotas
  • Usage Analytics

Core Features

1. Ticket Management

  • Ticket Types

    • Incident
    • Service Request
    • Problem
    • Change
    • Release

  • Ticket Lifecycle

    • Creation (Multiple Channels)
    • Classification
    • Assignment
    • Resolution
    • Closure
    • Reopening

  • Advanced Features

    • SLA Management
    • Priority Matrix
    • Auto-assignment
    • Escalation Rules
    • Custom Fields
    • File Attachments

2. Service Catalog

  • Catalog Items

    • Service Definitions
    • Request Templates
    • Approval Workflows
    • Custom Forms
    • Pricing (Optional)

  • Categories

    • IT Support
    • Hardware
    • Software
    • Access Management
    • Change Requests

3. Knowledge Base

  • Article Management

    • Rich Text Editor
    • Version Control
    • Categories & Tags
    • Search & Filters
    • Access Control

  • AI Features

    • Auto-suggestions
    • Content Generation
    • Relevance Scoring
    • Usage Analytics

4. Notification System

  • Channels

    • Email
    • Slack
    • Microsoft Teams
    • SMS (Optional)
    • Push Notifications

  • Features

    • Template Management
    • Multi-language Support
    • Priority-based Delivery
    • Quiet Hours
    • Digest Options

5. Automation & AI

  • Smart Features

    • Ticket Classification
    • Priority Assignment
    • Auto-routing
    • Solution Suggestions
    • Chatbot Support

  • Workflow Automation

    • Approval Chains
    • Status Updates
    • SLA Monitoring
    • Escalation Rules
    • Custom Actions

6. Reporting & Analytics

  • Dashboards

    • Service Desk Metrics
    • SLA Compliance
    • Team Performance
    • Customer Satisfaction
    • Resource Utilization

  • Reports

    • Custom Reports
    • Scheduled Exports
    • Data Visualization
    • Trend Analysis
    • Executive Summary

Advanced Features

1. Asset Management

  • Asset Lifecycle

    • Procurement
    • Deployment
    • Maintenance
    • Retirement
    • Disposal

  • Asset Types

    • Hardware Assets
    • Software Licenses
    • Cloud Resources
    • Network Devices
    • Mobile Devices

  • Features

    • Asset Discovery
    • License Management
    • Cost Tracking
    • Depreciation
    • Warranty Management
    • Maintenance Scheduling

2. Project Management

  • Project Types

    • IT Projects
    • Implementation
    • Migration
    • Upgrade
    • Custom Development

  • Features

    • Project Planning
    • Resource Allocation
    • Timeline Management
    • Budget Tracking
    • Risk Management
    • Stakeholder Communication

3. Customer Experience

  • Portal Features

    • Self-Service Portal
    • Customer Dashboard
    • Service Status
    • Knowledge Base Access
    • Community Forums

  • Communication

    • Live Chat
    • Chatbot Integration
    • Customer Feedback
    • Satisfaction Surveys
    • Service Health Updates

4. Advanced Analytics

  • Business Intelligence

    • Custom Dashboards
    • Predictive Analytics
    • Trend Analysis
    • Cost Analysis
    • Performance Metrics

  • AI/ML Features

    • Predictive Maintenance
    • Anomaly Detection
    • Pattern Recognition
    • Resource Optimization
    • Demand Forecasting

5. Compliance & Governance

  • IT Governance

    • Policy Management
    • Risk Assessment
    • Compliance Monitoring
    • Audit Management
    • Regulatory Reporting

  • Security Management

    • Vulnerability Management
    • Security Incident Response
    • Access Control
    • Data Protection
    • Security Awareness

6. Service Level Management

  • SLA Features

    • Multi-level SLAs
    • Custom SLA Rules
    • SLA Monitoring
    • Breach Prevention
    • Performance Reporting

  • OLA & UC Management

    • Operational Level Agreements
    • Underpinning Contracts
    • Vendor Management
    • Service Dependencies
    • Performance Tracking

Deployment Options

1. Cloud Deployment

  • Public Cloud

    • AWS
    • Azure
    • Google Cloud
    • Digital Ocean
    • Custom Cloud Providers

  • Private Cloud

    • On-premises
    • Hybrid Cloud
    • Multi-cloud
    • Edge Computing

2. Deployment Models

  • SaaS

    • Multi-tenant
    • Single-tenant
    • Dedicated Instance
    • Custom Deployment

  • On-premises

    • Standard Installation
    • High Availability
    • Disaster Recovery
    • Custom Infrastructure

3. Scaling Options

  • Horizontal Scaling

    • Load Balancing
    • Auto-scaling
    • Geographic Distribution
    • Multi-region Deployment

  • Vertical Scaling

    • Resource Optimization
    • Performance Tuning
    • Database Scaling
    • Storage Scaling

Development Guidelines

1. Code Standards

  • TypeScript Guidelines 
    // Example of TypeScript Interface
interface ServiceRequest {
  id: string;
  type: ServiceRequestType;
  status: RequestStatus;
  priority: Priority;
  customer: Customer;
  assignedTo?: Agent;
  createdAt: Date;
  updatedAt: Date;
}

// Example of Service Implementation
@Injectable()
export class ServiceRequestService {
  constructor(
    private readonly repository: ServiceRequestRepository,
    private readonly notificationService: NotificationService,
  ) {}

  async create(dto: CreateServiceRequestDto): Promise<ServiceRequest> {
    // Implementation
  }
}

2. Testing Strategy

  • Unit Testing

    • Jest Configuration
    • Test Coverage
    • Mocking Strategy
    • Test Data Management

  • Integration Testing

    • API Testing
    • Database Testing
    • External Service Testing
    • Performance Testing

3. Documentation Standards

  • Code Documentation

    • JSDoc Comments
    • API Documentation
    • Architecture Diagrams
    • Database Schema

  • User Documentation

    • User Guides
    • API References
    • Integration Guides
    • Troubleshooting Guides

Performance Optimization

1. Frontend Optimization

  • Performance Metrics

    • First Contentful Paint (FCP)
    • Time to Interactive (TTI)
    • Largest Contentful Paint (LCP)
    • Cumulative Layout Shift (CLS)

  • Optimization Techniques

    • Code Splitting
    • Lazy Loading
    • Image Optimization
    • Caching Strategies

2. Backend Optimization

  • Database Optimization

    • Query Optimization
    • Index Management
    • Connection Pooling
    • Caching Strategy

  • API Optimization

    • Response Compression
    • Request Batching
    • Rate Limiting
    • Caching Headers

3. Infrastructure Optimization

  • Resource Management

    • Auto-scaling Rules
    • Load Balancing
    • Resource Allocation
    • Cost Optimization

  • Monitoring & Alerts

    • Performance Metrics
    • Resource Usage
    • Error Rates
    • Response Times

Disaster Recovery

1. Backup Strategy

  • Data Backup

    • Full Backups
    • Incremental Backups
    • Point-in-time Recovery
    • Cross-region Backup

  • System Backup

    • Configuration Backup
    • Database Backup
    • File System Backup
    • Application State

2. Recovery Procedures

  • Recovery Plans

    • System Recovery
    • Data Recovery
    • Service Restoration
    • Business Continuity

  • Testing & Validation

    • Recovery Testing
    • Failover Testing
    • Performance Validation
    • Data Integrity

3. High Availability

  • HA Configuration

    • Active-Active
    • Active-Passive
    • Geographic Redundancy
    • Load Distribution

  • Failover Management

    • Automatic Failover
    • Manual Failover
    • Failback Procedures
    • State Synchronization

Customization & Extensions

1. Plugin System

  • Plugin Types

    • Service Plugins
    • UI Plugins
    • Integration Plugins
    • Custom Workflows

  • Development

    • Plugin SDK
    • API Hooks
    • Event System
    • Custom Components

2. Custom Fields

  • Field Types

    • Text Fields
    • Number Fields
    • Date Fields
    • Select Fields
    • Custom Types

  • Configuration

    • Field Validation
    • Default Values
    • Dependencies
    • Visibility Rules

3. Workflow Automation

  • Automation Rules

    • Trigger Conditions
    • Action Types
    • Rule Priority
    • Error Handling

  • Custom Actions

    • API Calls
    • Database Operations
    • External Services
    • Custom Scripts

Roadmap

1. Short-term Goals (3-6 months)

  • Enhanced AI capabilities
  • Mobile application
  • Advanced reporting
  • Additional integrations
  • Performance improvements

2. Medium-term Goals (6-12 months)

  • Machine learning features
  • Advanced automation
  • Extended API capabilities
  • Enhanced security features
  • Additional language support

3. Long-term Goals (12+ months)

  • AI-powered predictive analytics
  • Blockchain integration
  • Advanced workflow automation
  • Extended platform capabilities
  • Industry-specific solutions

Technical Stack

Frontend

  • Framework: Next.js 15
  • Language: TypeScript
  • Styling: TailwindCSS
  • UI Components: Shadcn/ui
  • State Management: React Query
  • Form Handling: React Hook Form
  • Validation: Zod
  • Internationalization: next-intl

Backend

  • Framework: NestJS
  • Language: TypeScript
  • Database: PostgreSQL
  • ORM: TypeORM
  • Caching: Redis
  • Storage: S3-compatible
  • Queue: Bull
  • Search: Elasticsearch (Optional)

DevOps

  • Containerization: Docker
  • Orchestration: Kubernetes
  • CI/CD: GitHub Actions
  • Monitoring: Prometheus & Grafana
  • Logging: ELK Stack
  • Security: OWASP Guidelines

Security & Compliance

Security Features

  • JWT Authentication
  • Role-based Access Control
  • API Key Management
  • Rate Limiting
  • Data Encryption
  • Audit Logging
  • 2FA Support

Compliance

  • GDPR Compliance
  • Data Privacy
  • Data Retention
  • Audit Trails
  • Security Certifications

Integration Capabilities

API Integration

  • RESTful APIs
  • GraphQL (Optional)
  • Webhooks
  • OAuth 2.0
  • API Documentation (Swagger)

Third-party Integrations

  • Communication

    • Slack
    • Microsoft Teams
    • Email (SMTP/IMAP)
    • SMS Gateways

  • Tools

    • Jira
    • GitHub/GitLab
    • CI/CD Tools
    • Monitoring Systems

  • Identity

    • LDAP/Active Directory
    • SAML
    • OAuth Providers
    • SSO Solutions

Administration Guide

System Setup

  1. Environment Configuration

    # Database
DB_HOST=https://myadomain-db.com
DB_USER=${DB_USER}
DB_PASSWORD=${DB_PASSWORD}
DB_NAME=${DB_NAME}
DB_PORT=${DB_PORT}

# Storage
S3_ENDPOINT=https://my-s3-domain.com
S3_ACCESS_KEY=${S3_ACCESS_KEY}
S3_SECRET_KEY=${S3_SECRET_KEY}
S3_BUCKET=${S3_BUCKET}
S3_REGION=${S3_REGION}

  2. Database Migration

    npm run migration:run

  3. Initial Setup

    • Create Admin User
    • Configure Email Settings
    • Set Up Service Catalog
    • Define SLA Policies
    • Configure Notifications

Maintenance

  • Backup Procedures
  • Update Process
  • Performance Tuning
  • Security Updates
  • Monitoring Setup

User Guide

End User Portal

  1. Accessing the Portal

    • URL: https://[tenant].support.com
    • Login Options
    • Password Reset

  2. Submitting Tickets

    • Service Catalog
    • Quick Submit
    • File Attachments
    • Priority Selection

  3. Managing Tickets

    • View Status
    • Add Comments
    • Upload Files
    • Rate Service

Agent Console

  1. Dashboard

    • Queue Overview
    • SLA Status
    • Team Performance
    • Recent Activity

  2. Ticket Management

    • Assignment
    • Status Updates
    • Resolution
    • Knowledge Base

  3. Service Catalog

    • Request Fulfillment
    • Approval Process
    • Change Management
    • Release Management

API Documentation

Authentication

// JWT Authentication
Authorization: Bearer <token>

// API Key
X-API-Key: <api_key>

Endpoints

  1. Tickets

    // Create Ticket
POST /api/tickets

// List Tickets
GET /api/tickets

// Update Ticket
PATCH /api/tickets/:id

// Delete Ticket
DELETE /api/tickets/:id

  2. Service Catalog

    // List Catalog Items
GET /api/service-catalog

// Create Request
POST /api/service-catalog/:id/request

// Track Status
GET /api/service-catalog/requests/:id

  3. Knowledge Base

    // Search Articles
GET /api/kb/search

// Get Article
GET /api/kb/articles/:id

// Create Article
POST /api/kb/articles

  4. Notifications

    // Send Notification
POST /api/notifications

// Update Preferences
PATCH /api/notifications/preferences

// Get History
GET /api/notifications/history

Webhooks

// Ticket Created
POST /webhooks/tickets/created

// Status Changed
POST /webhooks/tickets/status-changed

// SLA Breached
POST /webhooks/sla/breached

Contributing

Please read CONTRIBUTING.md for details on our code of conduct and the process for submitting pull requests.

License

This project is licensed under the MIT License - see the LICENSE.md file for details.

Support

For support and updates, please contact:

  • Email: [To be updated]
  • Documentation: [To be updated]
  • Community: [To be updated]

Note: Contact information will be updated as the Entra Service Desk Platform project progresses.

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