Service Desk

Who:

Viejas
5000 Willows Road
Alpine, CA 91901

When: May 2002

What: Client provided Help Desk services 24x7x365 but wasn't using an enterprise-class system to track service calls, didn't have an integrated asset management system and wasn't able to provide sufficient reporting capabilities.

The Challenge: Customer growth required additional capacity for the existing Helpdesk, and much of which was being supported by non-enterprise class tools and methods required an overall revamp to support future growth.

The Solution: Replaced the existing Help Desk with a new web-based Service Desk that included asset management integration, online knowledge base, and customizable self-service portal. Additionally, created new processes and procedures to support the new Service Desk capabilities.

The Result: The new Service Desk was available 24x7x365, via a web browser interface that provided seamless, easy-to-use and configure wizard-driven forms, workflows, and reports.  IT Service Management processes, including Incident, Problem, Change Management, and Service Asset & Configuration Management, were incorporated.