Service detail
Increasing workforce mobility and advanced devices are straining your IT infrastructure, leaving your IT staff unable meet new support standards. You need a cost-effective service desk to address incidents quickly and keep end users productive, while enhancing the end user experience.
IBM's managed service desk services offers you a rate-carded, managed service on the IBM cloud, with incident and problem tooling, global agents and IT Infrastructure Library®(ITIL®) best practices to help you maintain service levels.
Features
- Consistent, global, end-to-end incident and problem management, including escalation management – 24 x 7 Single Point of Contact
- One-stop shopping to help meet your requirements for flexibility and scalability
- Global, standard, consistent, end user support at a predictable fee
- Multilingual – 20 languages supported
- Accelerated implementation using IBM’s SmartCloud Control Desk as an option
- Workflows that adhere to IT Infrastructure Library (ITIL) standards
- Optional tooling. toll-free access, remote takeover, chat and custom application support
Benefits
- Predictable cost and lower end user support costs by resolving more calls without dispatching deskside support
- Improved employee productivity due to higher first call resolution, and calls avoided due to our defect prevention processes
- Facilitates faster diagnosis and resolution of IT incidents and service requests with IBM expertise and best practices
- Simplifies and centralizes support with rate-carded, hosted service desk
- Helps drive end-user support costs down by reducing call service times and using global resources