Service Desk

This offer complements and extends the offer "Help Desk", in order to support a more advanced Help Desk, which becomes a single point of contact for end-users, in order to solve all end-users’ requests, whether they are:

•    Support Requests
•    Requests to deploy standard services
•    Requests for new configurations
•    Requests for change
•    Requests for information
•    Claims and Complaints
•    Etc.
The target customer is a company that needs to track and control the whole process of user support, implementing a single point of contact (SPOC) focused on collecting and managing all support requests received from customers and business users.
A SPOC enhances the efficiency of the company as it deals with solving all the problems that hinder users in their daily work.
In addition, the Configuration Management allows you to have control of the portfolio of IT assets assigned to Users or in the CED, as well as the Services provided to customers and the technological components that support them, in order to help IT do a very effective proactive maintenance activity.

Our platform allows you to:
•    Record and properly classify all support requests
•    Route incidents to the correct support groups for resolution
•    Improve and automate the communication with customers and business users
•    Give end users the ability to self-record their requests and monitor their status
•    Track all the activities carried out to solve an incident
•    Have a list of assets assigned to users and connect them to the incidents.
•    Evaluate the performance of support groups and the quality of service provided to the customers and business users
•    Identify the final resolution of recurring problems or through a process dedicated to the identification of the root causes (Problem Management)
•    Have a proactive approach to problem resolution
•    Publish Catalogs of Standard Services provided, managing optionally also the associated costs
•    Provide end users with a portal for requesting services, with a “shopping cart” approach, with an effective and recognizable user experience (similar to an e-commerce site)
•    Coordinate, monitor and make efficient delivery of standard services
•    Coordinate approval and implementation of the changes
•    Model and manage the configuration of assets
•    Model services and describe their relationships with technology assets
•    Have a graphical representation of Service Model, Assets and Relationship
•    Govern the process of configuration management
•    Measure and Improve Customer Satisfaction
•    Monitor the agreed service level agreements (SLAs)
•    Manage all costs associated to performed services and charge them back to appropriate Cost Centers
•    Perform statistical analysis on all the carried out activities

The solution is ITIL compliant and consists of the following main processes:
•    Interaction Management
•    Incident Management
•    Problem Management
•    Change Management
•    Configuration Management
•    Service Request Management
•    CMDB
•    Service Level Management
•    Self Help Portal
•    Service Catalog
•    Knowledge management