With increasing business process dependency on IT services and IT infrastructure, it has never been more important to ensure that changes to the infrastructure are managed to perfection.
What’s more, you need a detailed understanding of the business impact of an outage as well as the ability to control the process to execute upgrades and changes flawlessly and maintain service availability and service performance to the agreed levels.
Evolved’s Service Desk is a comprehensive, scalable IT Service Desk designed providing a 24/7 support service. Using our Service Desk ensures you can easily streamline IT service processes as well as manage the IT service life cycle through comprehensive service level management capabilities. Service Desk provides effective controls for your critical service support and service delivery processes.
Our Service Desk provides a 24/7, single-point-of-contact for all our customers.
Customers can log all fault calls and place technical queries through the Service Desk safe in the knowledge that it will be dealt with promptly and efficiently from one of our technical support specialists.
Service level management
The Evolved IS Service Desk features dynamic Service Level Agreement (SLA) management capabilities. All incidents, requests and engineer calls are recorded into an inventory allowing Evolved’s Service Desk to quickly search any recent or previous call records. The 24/7 Service Desk has the ability to receive and track calls at any time of the day or night ensuring that you are supported in the most efficient way possible, keeping downtime to the absolute minimum.
Key features include:
- Unlimited SLAs
- European network of field engineers
- User defined priorities
- Breached and near breach analysis with warnings via e-mail, pop up notify, colour coding, BlackBerry/PDA and mobile phone alerts