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Cyclotron was asked to assist City of San Francisco Department of Public Works from converting their existing Help desk support to a Service desk based support. Which is actually a big difference. The IT Service Desk is more strategic in nature; it takes an organization-centric approach. This approach balances the needs of the user with broader business goals. The ITIL 3 definition of the Service Desk (Service Operation) is the Single Point of Contact between the Service Provider and the Users. A typical Service Desk manages Incidents and Service Requests, and also handles communication with the users. We provided the optimum balance; happy users, happy organization, happy life.

 

As part of this engagement, Cyclotron provided the following services:
  • Convert Help Desk into ITIL based Service Desk
  • Recommend Service Management processes
  • Act as Single Point of Contact for all IT areas/applications/business processes
  • Change and configuration Management
  • Release and Problem Management
  • Service Level Management
  • Self-Service/Service Catalogue Although these are sometimes for more advanced implementations, they can also be part of Help Desk solutions as well
  • CMDB and Asset Discovery and Management

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