Service Desk


5000 Willows Road
Alpine, CA 91901


May 2002


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 existing Help Desk with 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.


About Viejas

Viejas provides hospitality services offering 2500 slots, over 80 table games, bingo, off-track wagering and six restaurants to its customers.