Service Desk

Incident Management

Starting with the basic principles of "Incident Management", we provide the resource and skills to take inbound contacts via a self service portal, email or telephone (as required) and then through the incident lifecycle, manage the ticket to resolution.

In order to provide a realistic and affordable pricing model, our core offering is based around 3 different service levels (and hours) and uses a call banding model to ensure costs are controlled.

Toolset

Utilising Freshservice as our preferred ITSM tool, essential basics such as SLA monitoring, categorisation at the point of call and resolution coding allows us to manage the incident as well as report on common issues and trends.

The cloud based platform provides easy access to the self service portal which also provides a knowledge based and ticket update facility.

Set Up

In order to bring your service desk on line, an element of documentation, call flow modelling and test calls needs to be completed.

All of our new commissions have this costed in as a fixed price provision and can be spread over the first 3 months of the contract to smooth your set up costs.

Extended Services

Our Service Desk offering does not stop at Incident Management. The first natural extension would be to incorporate "Major Incident Management" which we can provide over a 24 x 7 basis.

Our extensive knowledge of ITSM also allows us to offer other disciplines such as Change and Release Management,Software Asset Management and Problem Management. These can be tailored to a level to suit your organisation.

Portal

Users can log tickets, review updates and confirm closures with a simple interface portal available from their desktop browser or mobile phone.

Range of SLA's

If you business operates across different sites or operational models, we are able to load and manage services across multiple SLA's giving an accurate representation of the service being delivered.

Range of service hours

We normally tailor the hours of the service desk across three key models (standard office, extended office or 24 x 7) although we are also able to create bespoke operating hours on request.

Reporting options

As well as a daily and weekly view of new, open, and closed tickets our standard reporting pack gives a simple level of trending as well as the normally expected SLA performance figures.

Knowledge Base

The self service portal incorporates an integrated knowledge base facility. With the aim of reducing incidents down and driving a high level of first time fix, we takeover the ownership of maintaining the knowledge base where it adds value to the overal service provision.

Major Incident Management

If you operate time sensitive systems, we are able to offer a fully supported Major Incident function. A 24 x 7 resource will be avaialable to co-ordinate the outage, manage the communication and service restoration and then provide a fully documented root cause investigation.

Contact Methods

Whilst the self service portal is the primary option, we are able to offer contacts managed by email or direct telephone if you would prefer that method.

Change Management

The natural risk and by-product of system change can be an increase in incidents. We can offer an integrated service management suite incorporating both Change and Release Management.

Configuration Management

Starting by creating basic links between the user and the IT asset, we can extend Configuraton Management to incorporate software licencing controlled within the Incident and Change processes.