Logicalis

Service Desk solutions are designed to be the central point of contact between service providers and users/customers on a day-to-day basis. Logicalis Service Desk provides an IT Service Management (ITSM) solution that enhances functionality for handling service management through an IT Infrastructure Library (ITIL) best practice framework along with our years of industry experience. Our Service Desk solution allows you to align the delivery of IT services closely with the needs of your business by providing a single point of contact for IT.

The Logicalis Service Desk solution combines the latest technology, systems and best practice methodology. Our service is delivered by trained, certified and experienced professionals and includes a  portal based application that allows you to automate the control of IT management.  Our Service Desk solution is fully customizable to meet your unique business needs and delivered through a SaaS model. Everything is built and delivered based on ITIL and provided by ITIL certified personnel.  Our Service Desk solution incorporates the management of the following:

• Service Levels
• Service transition
• Configuration Item Availability
• Configuration Item Capacity
• IT Service Continuity
• Incident
• Problem
• Change
• Release
• Configuration

The Logicalis Service Desk allows your users to communicate with support professionals and provides a single point of contact for IT related issues or service requests. The Service Desk provides support for all your IT service needs including the following:

Service Areas:

• Application
• Backup
• Database
• Desktop Management
• Disaster Recovery
• Help Desk
• High Availability
• Hosting
• Messaging
• Network
• Storage
• Server
• Security
• Unified Communications
• Virtualization

Benefits:

• Central Point of Contact for all IT issues and requests
• Problem resolution vs. fix only
• Flexibility to allow the right service level to meet internal SLAs
• Operational and predictable cost model
• Improves first call resolution rate, reducing costs and improving productivity
• Ability to focus on core business
• Improves IT’s reputation and enhances customer satisfaction
• Ensures consistent call handling and documentation
• Streamlined integration of acquisitions or ability to quickly consolidated operations
• Comprehensive reporting and metrics
• Eliminates overstaffing requirements
• Eliminates operation distractions for management

Our Service Desk provides the following features.  Each can be customized to provide you with an enterprise solution that meets the needs of your business:

• Level I, II and III support
• ITIL based services
• 24/7/365 availability
• Automated notifications and escalations
• A graphical work-flow based incident management tool
• Auto routing capabilities
• Known Problems display
• Priority and VIP designations and routing
• Customer satisfaction feedback mechanism
• Knowledge base capabilities
• Customized reporting
•  Service level agreements
• Web based management tool
• Self-service portal
• Change and problem management workflows
• Full featured, multimedia automated call director
• Redundant infrastructure replicated for DR