Helpdesk online

ITSM (IT Service Management) tools in a combination with standards of the ITIL® helps to ensure high quality of delivered IT services (Helpdesk online).

Today, such a system is a standard tool in support departments. It allows to manage configuration, service availability and changes in the infrastructure. In many cases, rapid response to problems is crucial to operation of the company and, at the same time, it requires specialized knowledge from Service Desk operators. That's why we offer a service of the first and second line of support – to reduce the strain on the company and provide high quality user service.

The solution allows
  • incident and problem management and automation, for faster and better support of system’s users
  • building the knowledge base, which provide system operators with rapid responses to support requests, and users with competences to solve the problem on their own
  • configuration, changes and versions management
  • defining and tracking the realization of Service-Level Agreements (SLAs)
  • to manage  a service catalogue by creating offers based on work plans and automated actions and to provide mechanisms for monitoring offer execution
  • management of the IT resources lifecycle at all stages of their lifecycle. Use of electronic and physical resources optimization and risk reduction of the agreement’s terms and regulations violation
  • management of work orders, which is useful in planning and scheduling of staff’s tasks and measuring of the costs associated with particular actions
  • incident and problem management and automation, for faster and better support of system’s users
  • building the knowledge base, which provide system operators with rapid responses to support requests, and users with competences to solve the problem on their own
  • configuration, changes and versions management
  • defining and tracking the realization of Service-Level Agreements (SLAs)
  • to manage  a service catalogue by creating offers based on work plans and automated actions and to provide mechanisms for monitoring offer execution
  • management of the IT resources lifecycle at all stages of their lifecycle. Use of electronic and physical resources optimization and risk reduction of the agreement’s terms and regulations violation
  • management of work orders, which is useful in planning and scheduling of staff’s tasks and measuring of the costs associated with particular actions
Advantages
  • reduced costs of project implementation thanks to the hosted model of an application
  • easy control of expenses associated with the maintenance of IT services in the company
  • quick response to changing situation by purchasing the access to new solutions or giving up those, which don’t meet the needs of the company
  • support of teams, which specialise in this type of solutions
  • greater safety thanks to proper SLAs, which forces backups and upgrades from the supplier
  • greater flexibility in functioning with lower costs
  • greater efficiency
  • improved quality of IT services
  • reduced costs of project implementation thanks to the hosted model of an application
  • easy control of expenses associated with the maintenance of IT services in the company
  • quick response to changing situation by purchasing the access to new solutions or giving up those, which don’t meet the needs of the company
  • support of teams, which specialise in this type of solutions
  • greater safety thanks to proper SLAs, which forces backups and upgrades from the supplier
  • greater flexibility in functioning with lower costs
  • greater efficiency
  • improved quality of IT services