Enterprise Consulting Services
Incident and Request Management

If you are first time buyers or looking to upgrade your existing Service Desk system, ECS can help you redesign Incident, Request and Problem management processes in order to generate best practice requirements in advance of bringing in the service desk system vendors. Clearly articulating business requirements, addressing organization structures and setting return on investment goals produces superior RFP's, vendor selection criteria, contract terms and conditions and implementation result targets. 

Service Desk Design - What It Should Look Like:

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A best practice commercial Incident and Request Management System should include an End User Status Portal (2.0); a Service Catalog (4.0) which is exposed on the Portal, a customizable Workflow Engine (3.0) to develop automated ticket routing and dispatch templates and API's that feed an independent executive dashboard (5.0) providing operational SD performance results drill down.

Integration with an incumbent Asset Life Cycle Management solution using a federated CMDB connector as well as Active Directory integration to support synchronization of computer host name, users, sites, subnets and organizational units (OUs) supporting screen pop, reduces ASA and call times. A Remote Control tool further increases 1st call resolve rates.

Finally, implementing a Self Service (9.0), one stop shopping cart that integrates with the Service Desk workflow engine, CMDB and Service Catalog to support hardware, software and security access provisioning using web forms and wizard technology can reduce inbound calls significantly. Even mature Service Desk environments can achieve up to 40% cost reduction by implementing a Service Catalog and Self Service for IT Request processing and fulfillment. ECS provides knowledge leadership using Smartform.

Smartform White Paper (Click Here)

How do you orchestrate an IT Service Management quick hit that generates guaranteed executive support for a larger ITIL cost reduction initiative? Where do you turn for an immediate customer satisfaction improvement, visible to management and every employee in the organization, but don't want to buy complex commercial software packages up front that take months to implement? What do you do to rein in the explosion of business initiated SaaS solutions for niche shared services functions? By far, the biggest bang for the buck service initiative you can launch is Smartform. It's a web based IT Service Catalog that will provide an extreme improvement in customer satisfaction without making a huge investment in time, dollars or resources. In addition to significantly reducing Service Desk calls, it generates savings where it counts - across the business. When integrated with Incident Management, Security Management and Asset Management for a total solution, the result goes far beyond best practice - its leading edge Customer Service.