Overview

 

A team that acts as a single point of contact for end customers and different parties that are involved, be it internal employees or business partners. The primary functions of the Service Desk are incident control, life cycle management of all service requests, and communicating with the customer.

There are many reasons services can be interrupted. Service desk has the means within its hierarchy to monitor and manage each layer of service that is involved, for example network, database, security, systems, etc. Swayam Service Desk enables customers in switching the Service Management from Technology based to Process based.

Key highlights

 

Efficiently communicate with end user

Minimise business impacts of service failures

Increased customer satisfaction

Enables customers to focus on business plan

ITIL best practices

Best-in-class ticketing system

Adherence to Service Level Agreements

Problem Resolution and Escalation Procedures

Managing the Knowledgebase