Service Desk - ITIL

The Problem:
   Organizations with large service-desk teams know that success requires quality software and technical support that accurately and efficiently handles large volumes of tickets. Service-desk managers know better than anyone that clear communication with clients and/or donors requires attention to detail while maintaining efficient ticket turnover. Most existing service-desk sofware is expensive and requires adaptation of a business to the software and not the other way around. Devnext tailor-makes software that keeps pace with each client’s unique needs. Instead of all service tickets being handled alike, the Devnext software works specifically to sort and direct certain types of issues to team members with categorical expertise. This goes a long way to ensure client and/or donor satisfaction.

The Solution:
   Devnext designers have created a custom version of their Service Desk software that offers a more cost-effective method of tracking and distributing tickets. The Service Desk program created an entirely new set of guidelines for efficiently allocating tickets within large corporations. The approach integrates more customer involvement, advanced issue and ticket filters, easy integration, and ultimately - a positive experience between the client and team member. Service Desk’s capabilities are possible in large part due to its creation of a unique knowledge base that is created through precise tracking of extremely detailed statistics. This specialized feature is what enables the efficient distribution of help tickets to those with the knowledge to successfully resolve issues, make accurate end-date predictions, and monitor timing statistics.

The Results:
   Service Desk has been highly successful since it’s very first implementation. This is due primarily to its versatile operating framework that allows for all the customization and flexibility a corporation could ask for. Following implementation, the Devnext team continues to work with their clients to ensure efficient day-to-day operation and to discuss additional ways they can increase help-desk efficiency and overall satisfaction.