InteQ | Service Desk Solutions, Service Desk Assessment, ITSM Onsite & Web-based Classes

PRODUCTS / INFRADESK

InfraDesk - On Demand ITIL Service Desk Solution
InfraDesk is an on-demand IT Service Desk application delivered as a service over the web based on InteQ’s unique ITIL process automation approach. The simple and robust enterprise service desk solution provides the foundation for IT organizations Service Delivery and Operations ultimately supporting overall Service Strategy. Through its Software as a Service (SaaS) delivery model, InfraDesk eliminates the time and cost associated with the traditional acquisition and implementation of enterprise service desk applications without sacrificing functionality or flexibility.

InfraDesk automates proven workflows and processes for incident, change and problem management by incorporating IT Service Management best practices based on the IT Infrastructure Library (ITIL), a universally recognized, non-proprietary standard.

InfraDesk Solution

Modules	Features	Benefits
ITIL Incident Management/Trouble -Ticketing ITIL Change Management ITIL Problem Management ITIL Configuration Management Service Request Tracking Notification and Escalation Service Level Agreement Management Knowledge Based Search and Repository Web Self-Service Reporting Satisfaction Surveys Integration of Monitored Events (Integrated with InteQ’s InfraWatch monitoring services) Base features of InfraDesk allow Service Desk personnel and their customers to: Adapt ITIL based best practices Auto-routing of submitted tickets and requests from web and email QBE - queries by example, pre-defined and add-hoc searches Create global tickets, to track major cause of a problem and related service requests Access to Knowledge Base of known problems and common requests Provide built in, customizable automatic process notification and escalation of selected events Integrate with various communications tools (email, pager, cellular, etc.) Integrate with InfraWatch, a subscription-based Network and Systems Management service as well as other third party network and systems management tools Ensure security of interaction by using SSL encryption via the Internet Attachment handling allowing users to include supporting documents in tickets Role based for operational control No investment in infrastructure, training, software upgrades or IT resources: InfraDesk subscribers get the full-functionality of an enterprise class service desk, eliminating up-front capital expenditures. Validate SLAs: The reporting functionality within InfraDesk allows organization to prove their Service Level Agreements. ITSM Best Practices: Service Desk application based on the IT Infrastructure Library (ITIL) a universally recognized, non-proprietary standard for best IT service management practices provides the organization with access to proven workflows and processes. Delivered on a pay-as-you-go basis: The monthly fee reflects the number of Service Desk staff and full functionality users. Read/submit (end-user) access is unlimited and included. Virtual access from anywhere, anytime: The Web browser interface provides easy access for internal and external users to log and track service requests from anyplace via the Internet on a 7/24 basis. Rapid deployments for fast stabilization: Quick setup and moved in production in less than 5 days to provide rapid improvements within the subscribing organization. Pre-packaged templates, workflow and reporting: Application based on action option, enabling organizations to benefit from industry best practices. Access to best-of-breed technologies: Based on the best-of-breed technologies, InfraDesk provides subscribers a proven Service Desk application. Backup Implementation Based upon the IT-MAP for Backups, InteQ will assist in deploying the preferred technology solution in the customer's environment. This may include: Coordinating the installation of appropriate network and server hardware Installing and establishing procedures for backup agents Testing backups and restores for all defined backup windows to insure that they meet defined SLO's.

Pricing and Availability
InfraDesk is based on a subscription-based pricing model. The monthly fee reflects the number of service desk staff and full-functionality users.

Best Practices at InteQ
InteQ's commitment to IT Service Management extends beyond the goal to empower customers with proven IT Service Management processes and best practices. Internally, InteQ has adopted these same best practices to drive the delivery of its world-class infrastructure management services.

About ITIL
Developed in the United Kingdom in conjunction with the Office of Government Commerce (OGC), formerly the Central Computer and Telecommunications Authority (CCTA), the Information Technology Infrastructure Library (ITIL) consists of over 40 books that focus on business effectiveness in the use of information technology.

InteQ is accredited by the Information Systems Examinations Board (ISEB) of the British Computer Society as a certified provider of ITIL-based instruction and services. InteQ’s instructors and curriculum content authors are certified at the Service Manager level, the highest standard available for ITSM practitioners and instructors. Its Best Practices Online training course is the first Internet-based ITSM curriculum to be accredited for delivery by ISEB.

Testimonials

InfraDesk gives us the ability to track, communicate and resolve issues quickly. InfraDesk features enable our clients to quickly and easily notify us of a request, prioritize it and be notified immediately of its status. By leveraging InfraDesk’s workflow capability and searchable knowledge base, our team is continuing to reduce the amount of time required to address requests, increasing system availability and ultimately increasing overall customer satisfaction.

Peter Borans
COO
Sceptre

Resources