Service Desk Management

Today, Service Desk Management is a standard tool in support departments.

It allows to manage configuration, service availability and changes in the infrastructure.

ITSM (IT Service Management) tools in a combination with standards of the ITIL Library (IT Infrastructure Library) help to ensure high quality of delivered IT services.

The solution enables to
  • 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 IT costs
  • greater efficiency
  • improved quality of IT services
  • IT unit linked with the business strategy of the company
  • reduced IT costs
  • greater efficiency
  • improved quality of IT services
  • IT unit linked with the business strategy of the company