Customers of IT services have access to the Service Desk as part of other services provided. However, the IT service’s Service Desk can also be rented to relieve the workload of your specialized teams while providing top-notch comfort to your users in their daily use of IT services, whether they are internal or outsourced.
If your IT department is overwhelmed with work but you do not want to increase staff from external sources, renting (outsourcing) the Service Desk may be the solution. We will provide precise and human contact with your users, basic diagnostics, categorization and prioritization of requests, solutions within the Service Desk’s capabilities, escalation of requests to your specialized teams, closure of requests and user satisfaction verification.
The IT service’s Service Desk can be easily connected to your company’s processes or we have our own tool that supports the operation of the Service Desk and specialized teams. The Service Desk fully implements, measures, and evaluates ITIL processes:
- Service Catalogue Management
- Incident Management
- Request Fulfillment
- Problem Management
- Change Management
- Event Management and Service Asset and Configuration Management (CMDB)
For connecting with our Service Desk, the operation of ITIL processes on the customer’s side is not necessary at all. Thanks to the flexibility of our processes, we can easily adjust their inputs and outputs to fit your company perfectly.
A simplified model of the IT service’s Service Desk work is illustrated in the following picture.