An ITIL Service Desk Methodology that supports a holistic approach to aligning business to the IT vision.

Our ITIL service desk methodology ensures proactive management that builds customer confidence in the IT department knowing that outages are already in the resolution process before the customer calls.

Our ITIL Service Desk acts as your
single point of contact for Incident Management and Request Fulfillment.

Our service desk solution connects your business and the IT organization through a single point of front-end IT communication. We execute the incident resolution process from initiation to close and facilitate your service requests from open to fulfillment when possible.

We also track and correlate incident trends, such as simultaneous errors and network downtime, and then dynamically communicate that the error is known and is in the resolution process. By doing so, there will be less contact into the service desk made by end-users minimize the human capital spent communicating status of repeat concerns. It’s our goal to build customer assurance by presenting quick, proactive solutions.

Our ITIL Incident Management
process restores services as quickly as possible.

Our Incident Management team is accountable for resolving incidents as quickly as possible, and according to Service Level Agreements (SLAs), minimizing their impact to end-users of associated services. We understand service outage not only causes end-user frustration, but also decreases business productivity in an internal service desk model. When supporting external clients, the service desk must be accountable for efficient and effective incident resolution and request fulfillment to avoid loss of revenue. Responsibilities of this team include:

Incident Management Support – Through best practice processes, iterative training, and effective tools, our service desk managers ensure effective and efficient incident resolution. We put an emphasis on human capital and cutting-edge technology to resolve incidents quickly and professionally.

Incident Logging and Categorization – Trained service desk representatives analyze and log every incident into the Enterprise Service Management (ESM) system documenting its category/subcategory, priority and impact to the business. Because of this level of incident analysis, we can effectively allocate IT resources to resolve critical business interruptions first.

Incident Resolution – Our priority is to resolve incidents on the first call and restore service interruptions as quickly as possible. We do this through our first-level contact team which handles incidents received from calls and messages. They conduct an initial analysis of the incident, search the knowledge base, and match the incident to an existing problem, if possible, to find a workaround if available. If the first-level support cannot resolve the incident promptly, an escalation policy is followed passing the incident to a service desk supervisor or second-level support representative for further analysis.

Second-Level Incident Resolution – In certain cases, incidents will need to be quickly escalated to a second-level support representative to be resolved. Our service desk supervisors have increased responsibility beyond managing. They possess increased technical capability for incident resolution acting as the first line of escalation and they determine how to handle a situation to ensure the proper outcome. The supervisor may determine that a specialist or a supplier needs to get involved referred to as “third-level support.”

Handling of Major Incidents – When massive business interruptions arise, they may be categorized as Major Incidents. With the service desk goal to restore service as quickly as possible, Major Incidents will quickly pass through appropriate tiers of escalation as necessary to pinpoint underlying issues, create a work-around process and establish effective communications to end-users as necessary.

Incident Management Reporting – While the service desk may be able to create a workaround allowing IT services to resume normal functions, it’s important to uncover the root cause of the outage prevent future occurrences. If your IT organization has a Problem Management process, our service desk will be able to provide much of the information you will need to resolve the problem finding a definitive solution to each major incident.

Our ITIL Request Fulfillment process ensures
customers have the resources they need,
when they need them.

When end users have basic requests—such as a forgotten password, a question about accessing their paystubs, or a request to install new software on their machine—they can feel comfortable calling our service desk. While these issues are generally small and not a high priority, they’re still very important for service support. Our ITIL request fulfillment services include:

Request Fulfillment Support – Our request fulfillment services are designed to assist end-users with their questions and support them efficiently and effectively. Our well-trained service desk staff have the processes and tools they need to deliver excellent service. We will build a service catalog and include automated service options that work proactively to reduce costs and save time.

Request Logging and Categorization – Our service desk analysts always check to verify that users submitting service requests are authorized to do so. Our analysts will also log and categorize all service requests according to their priority and type, allowing for accurate records and efficient prioritization.

Request Model Execution – It is important that our service desk fulfills all requests in an appropriate time frame, whatever that means to you and your business. When you partner with us, one of the first steps is to manage expectations by agreeing on a service level to be provided.

Request Monitoring and Escalation – Our service desk representatives work as a team to ensure service levels remain within the parameters set. By monitoring the status of all service requests, we can escalate when necessary and ensure that all requests are handled within an appropriate time frame.

Request Closure and Evaluation – If there are errors or problems that need close attention, they will be immediately escalated to the problem management team to determine a root cause and eliminate the chance of reoccurrence. If the issue is not sent to problem management, our service desk will generate and retain the most important information about the request, allowing it to be analyzed or investigated in the future.

We believe that incident management and request fulfillment should coexist as equally-important IT processes. Our service desk analysts ensure increased end-user productivity at work through best practice service support. We do this by efficiently and effectively resolving incidents and fulfilling requests utilizing flexible omni-channel technologies including automated and self-service options for support.

Our service desk constantly increases the effectiveness of your knowledge base through formal incident resolution processes. Over time, the quality of service increases along with end-user capability to utilize self-service options to resolve incidents on their own without contacting the service desk.

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