Applying the ITIL principles to service management across our entire services business we operate a dedicated, fully compliant IT service desk from our Nottingham office.
Throughout our managed services, we apply ITIL best practice. This ensures that we are aligned to your needs and fully support your core processes. Our service desk and management solutions are designed to empower users whilst delivering significant service improvements across your entire organisation.
Our full UK based IT support service desk is built on using the feature rich, industry leading IT Service Management (ITSM) tool, LANDesk and has been designed to provide a single point of contact for the resolution of all incidents and service requests. It delivers 1st, 2nd and 3rd line support along with the management of all other 3rd party resolver groups.
Key ITIL functions such as SLA management, incident management, change management and problem management are all controlled from this central function. Your users will gain control and visibility whilst driving productivity, innovation and service improvements back across the organisation.
Such improvement initiatives are an integral part of our approach to this key function. As an example, we have a ‘shift left’ programme that seeks to drive incident resolution closer to the user which improves user satisfaction, whilst at the same time reducing support costs.