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Managed Services Solutions

Service Desk

CSS can design and support the right Service desk option tailored to support the needs of your business. Whether looking to integrate, standalone or share with other similar organisations our years of experience can help you find the best 'fit'.

Service Desk (SD) requirements often extend beyond handling Incidents and Problems, the demands on the function can increase significantly. It is critical that your Service Desk solution includes an interface to other Information Technology Service Managament processes and can smoothly drive workflow through automated controls.

Under IT Infrastructure Library (ITIL) v3 Best Practice Framework, the Service Desk function and incident management process are closely linked to the service operations enabling the delivery of highly-available IT services, minimal downtime and disruption to your business operations. Consequently, their performance needs to be monitored and tightly managed to 'Quickly Resolve Incidents', 'Maintain IT Service Quality', and 'Improve Business and IT Productivity'. Effective metrics are key to this.

CSS has a proven track record in adopting ITIL best practice, your SD function is not only the central point of contact between users and IT services but also a central point of integration among ITIL Service Support processes, such as Incident Management, Problem Management and Change Management.

Planning and implementing a robust SD function in line with ITIL best practices is a critical step in any organization's journey to continuous service improvement and greater alignment of IT with business goals.

Unfortunately, many companies still regard SD as simply being there to handle user issues. CSS has help you to work on improvement programmes in a way that becomes much more proactive, not just focused on providing help, but improving services to users and Return on Investment to the business.

  • As SD supplies remote end-users support (on-call, e-mail, web-based event registration) it can be located at the client's site or at the supplier's premises.
  • Improved accessibility to services and more consistent service through a single point of contact for users
  • Higher quality service and improved user satisfaction
  • Improved ability to communicate and share information with users
  • Shorter problem resolution time
  • An enhanced ability to deliver services to users proactively-not just reactively in response to problems
  • Streamlined, better managed service activities and more efficient utilization of IT resources, leading to significant cost savings
  • Improved productivity for both users and IT staff
  • Better information to support executive decision-making; e.g. service deficits, customer training and education requirements, use of staff resources, service performance, etc.
  • A further goal of SD is to provide an interface to the other ITIL process activities, including:
  • Improved asset and inventory management
    - Change and release management: SD acts as the central point for Request for Change (RFC) submissions, and coordinates the installation of software on client systems.
    - Configuration management: When recording Incidents, SD can access the Configuration Management Database (CMDB) to verify the details of users IT resources.
    - SLA (service level management): SD can advise users about what IT services they are mention to, and report on service achievements or outages.

    IT INFRASTRUCTURE: Successful cooperation for providing IT services to Global Serve company continues. Works are going on infrastructure projects for Nikamed, Greif and DHL companies.CABLING SYSTEMS: Large automobile sales centres IT network modernization across Russia continues. Works completed for SCS installation in new office of Shell company in Moscow. Works continuation for network expansion at in all Moscow IKEA and also Utkonos retail shops and for Pepsico and DHL.SECURITY SYSTEMS: Works are going on for Security systems maintenance in BP Russia, LG and in Cleary Gottlieb offices and also in BC "Prokon".  OUTSOURCING: Shell, LG, Sakhalin Energy, Zoetis, Aliexpress, Syngenta companies with total number of more than 15 000 users. Contracts with  Sharp and Atrdius are in progress at Delta Plaza BC.

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