Service Desk Assessment
Through a series of interviews and/or workshops with key IT staff, Service Desk stakeholders and end-users, InteQ will assess your capabilities with respect to the Service Desk technology, processes and people. The results will be presented via a formal document and presentation describing the actual Service Desk environment, recommending improvements and a roadmap of how to achieve those improvements. It will lead to quick wins and the best path for Customer Support excellence compliant with best practices recommended in the IT Infrastructure Library (ITIL).
The following can be included within the scope of the assessment:
Service Desk - Call Handling
Telephone Systems, Knowledge Base, Remote Control solutions, Integrations
Incident, Problem and Change Management
Release & Configuration Management
Service Level Management
N IT-MAP for Service Desk
Using the output of the Service Desk Assessment, InteQ will provide you with a Management Architecture Plan (IT-MAP). The IT-MAP includes a detailed solution design and plan for process implementation or improvement within the guidelines recommended within ITIL, including critical factors for successful implementation of an entire Service Desk Solution or a single process.
The following will be included in the Service Desk Design:
Information to be loaded to the system (Users, IT staff, External contacts, Assets)
Workflow process to be configured - Business Rules
Notifications & Escalation methods
Support Groups
Call Types definition by Priority by Support Groups
Email message templates
Integration, as required
Service Desk Development
InteQ's development services leverage the work of the Service Desk IT-MAP and make operational the Service Desk application and processes chosen within the IT organization. The deliverables for the customer are: the automation of the process, tool configuration, customization and training. InteQ's mentoring approach provides oversight when the application is configured, customized and implemented at the Customer Site.
Knowledge Transfer
A priority of each and every InteQ engagement is the success of the customer. In order to achieve success it is important that the customer's staff knows how to operate the solution. InteQ's consultants will work along with the your staff during all facets of the engagement. The result is a level of knowledge unattainable by reading product manuals or attending classes. You will gain a working knowledge of not only the product, but also how the tool applies to your unique environment. InteQ can provide training to administrators, IT personnel and end-users.
ITSM Classes
In addition, InteQ provides ITSM Best Practices classes either on-site or in a self-paced, web-based learning format. This class teaches the fundamentals of ITIL and prepares the student for ITIL Foundation Certification. In addition classroom-based ITIL Practitioner Classes and Service Manager Classes are also available.
Service Desk Deployment Implementation
InteQ reviews the Service Desk application and process developed with the IT-MAP provided in the earlier phase and performs refinements accordingly. A plan to implement and move to production is defined and follow-up after going-live is provided. InteQ's goal is to assure that the Service Desk is aligned with the business and tactical strategy and guarantee customer satisfaction.
Continuous Service Improvement Program
(CSIP)/Mentoring
InteQ's consultants work with your organization's executive and management staff to help them understand and implement a Continuous Service Improvement Program (CSIP). The InteQ Service Desk consultants provide guidance through a long-term relationship with process stakeholders while you work to continue to achieve operational excellence in your organization.
Service Desk JumpStart Services
InteQ's Service Desk JumpStart is a fixed-price deployment of the some of the best Service Desk Suites available. InteQ's Intellectual Property (IP) and ITSM Best Practices are utilized as a base to deploy the Service Desk solutions.
Ongoing Support
InteQ offers a subscription based Service Desk application, InfraDesk, to provide full functionality for Incident, Problem, Change and Configuration Management. InteQ also offers onsite and offsite Service Desk staffing offerings to out-task support functions. InteQ's managed services provide monitoring, level 1 and level 2 Support for end-users and infrastructure devices, in support of the underlying service operating level agreements. These subscription-based services offer a cost-effective way to meet your customers' service level expectations.
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