IT Help Desk / IT Service Desk
IT Infrastructure Library (ITIL) is considered the de facto standard or ‘best practice’ for running IT Help Desk or IT Service Desks around the world. Even with the proven success of ITIL, most organizations don’t have the tools, budget, knowledge or bandwidth to implement and maintain. At ETS, we focus on several key components of the ITIL framework and customize a solution for each business.
Service Level Management
Service Level Agreements (SLA) is the defining factor for how a Help Desk or Service Desk is set up. SLA’s outline the response and resolution times of an incident by measuring urgency and impact of each Incident or Problem. ETS works with each customer to understand their business model and then creates SLA’s that we are accountable for and that we accurately measure.
An incident is an event that causes, or may cause, an interruption to a service or services. Incident Management is the process to resolve the incident and restore services within a defined SLA. ETS’s Incident Management processes have been developed and fine-tuned for over a decade by our ITIL certified personnel to ensure a high level of SLA attainment.
A problem is the underlying cause, or root cause, of one or more incidents. Usually a temporary workaround is established until a permanent fix has been tested and deployed. Problem Management is the process of resolving the underlying root cause, thus preventing Incidents from recurring. Our tools and highly experienced engineers are extremely successful in rooting out core problems to quickly remediate the source of a problem.
A change is the addition, modification or removal of items such as hardware, software, network equipment, systems or documentation. Change Management is the process of controlling those changes through formalized processes and procedures. It is documented that 80% of all outages are self-induced through changes. ETS utilizes a formal Change Control process that can significantly reduce unnecessary outages.
Service Desk or
Service Desk is the primary point of contact for users to interact and log tickets for IT service personnel. Service Desk can handle or facilitate the handling of Incidents, Problems, Changes and numerous IT related requests. Most people seeking assistance with their IT equipment know this as Help Desk. Because ETS designs solutions based around our customer’s requirements, we offer several Service Desk options that are either on premise, in the cloud or hosted at our Network Operations Center (NOC) in Phoenix.
ETS’s approach is simple: Define the customers’ requirements and build a solution that works within that organization’s business processes. The driving factors behind every solution are SLA’s and the people and processes that support them. Although not every customer needs a full blown Service Desk, they all need a guarantee on service response and resolution times, so that’s why ETS tailors every solution around SLA’s and our ability to handle every incident or problem quickly. We’ve invested wisely in a state of the art ticketing system to ensure SLA attainment goals are met. We’ve implemented effective processes to quickly route and escalate each incident to the appropriate skill set. More importantly, we look for trends that identify and remediate root causes before they become a problem.