Capability

Service Desk is a ticket management system that comes under ITSM (IT Service Management) and provides enterprises with a single point of contact for meeting communication needs of all departments- internal as well as customer facing. Our capabilties:

  • Incident Management: IT Service Desk is the single point (SPOC) of contact for all customers to report incidents, submit service requests and register complaints about the information technology infrastructure, applications and programs supported in the environment. Our SMEs provide Tier 1, Tier 2 & Tier 3 support. Tier 2 SMEs assists Tier 1 Support in solving basic technical problems and for investigating elevated issues. The personnel from this group cannot determine a solution, then they are raised the issue with to the Tier 3 level. Tier 3 personnel handles the most difficult or advanced problems. In addition to assisting both Tier 1 and 2 technicians, Tier 3 SMEs were also responsible with the research and development of solutions to new or unknown issues.
  • Problem Management: We minimize the business impact of service disruptions and prevents future disruptions using ITIL proven practices. Run trend and root cause analyses and service configuration reviews, document solutions and workarounds, and keep stakeholders informed as we remediate issues. Proactively schedule changes from within any problem record and achieve a streamlined incident-problem-change lifecycle across IT.
  • Change Management: We help you by implementing IT change control and management processes from creation, risk assessment, conflict detection, and approval to application/system changes changes. Help customize workflow to report to Change Control Board (CCB), plan, manage and execute change.
  • Technology: ServiceNow
  • NAICS:541511, 541512, 541513, 541519, 541612, 511210, 561330