Managed Services Solutions
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
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
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
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
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
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.
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