contact us

Overview

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.

Benefits:
  • 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.

    •  
    NEWS:
     IT INFRASTRUCTURE: Range of provided IT services extension in Wipro Project at Sakhalin. CABLING SYSTEMS: CSS is acknowledged by CommScope (SYSTIMAX SCS) as Number 1 Top partner in year 2011. Successful project completion on SCS installation in Boston Consulting Moscow office. Works continuation for network expansion in B,C,D,E and F Terminals of Sheremetyevo airport, at LG Electronics plant, in DHL Logistic in Khimki Business-center, in IKEA Khimki and Belaya Dacha, Nomos Bank, "Gruppa Cherkizovo", in Dupont, Repsol, Pepsico Moscow offices. Works started in FMC Technologies Moscow office. OUTSOURCING: Shell, Repsol, Abbott, Pepsico, Fritolay, MSD companies with total number of users more than 10 000. Contracts concluded for providing IT services to AMMANN, Monsanto and Brown Forman companies.

    © Copyright CSS 2012