Service Desk as a Service

a single point of contact

Feature

  • Provides a single point of contact for users to gain assistance in troubleshooting, get answers to questions, and solve known problems.
  • Manages its requests through the use of software such as issue tracking systems. These systems often involve the use of a “local bug tracker” (LBT).
  • Track and sort user requests with the help of a unique number, and can frequently classify problems by user, computer program, or similar categories.
  • A service desk handles incidents and service requests, as well as providing an interface to other such as: incident management ,problem management ,configuration management ,Change management , Service-level management , IT service continuity management and Security management.

Function

  • A Service Desk is a primary IT service which is intended to provide a Single Point of Contact (“SPOC”)
  • Support the communication needs of both Users and IT employees.
  • To satisfy both Customer and IT Provider objectives. “User” refers to the actual user of the service, while “Customer” refers to the entity that is paying for service.
  • A service desk seeks to facilitate the integration of business processes into the service management infrastructure.
  • In addition to actively monitoring and owning Incidents and user questions, and providing the communications channel for other service management disciplines with the user community.
  • a service desk also provides an interface for other activities such as customer change requests, third parties (e.g. maintenance contracts), and software licensing.

Benefit / Value

  • Service Desks is your central point of contact for all IT requirements.
  • Service Desks is also for handling customer, user and other issues.
  • Free staff manpower by outsource us to provide services