ANECT a.s. - system architect and integrator
Path: Services and solutions/ICT Management & Consulting /ServiceDesk Systems
ServiceDesk Systems
A brief summary of the service key features
ANECT´s "ServiceDesk systems" service will meet your need to implement processes that will make your IT department more efficient. The service will effectively support the management of the resources that you spend on IT maintenance and development.
ServiceDesk (SD) is not a process - it is a function and an organization tool that enables unified communication between IT and end users of IT services.
The ServiceDesk System must be well integrated with the processes that are run by this system (typically Incident, Problem, and Change Management). These processes are based on recommendations and international standards, such as ITIL, Cobit, and ISO 20000.
The key components of the service:
Our team of specialists
- Experts and consultants analyzing client´s needs and processes
- System architects proposing a new optimized solution
- Technicians and specialists delivering the solution - ServiceDesk application
Delivery of technologies and other solution components includes
- ServiceDesk application
- HW components
Every delivery includes a set of documents describing:
- What has been implemented
- Solution architecture
The implementation process consists of the following phases:
- Analysis of your current environment and processes
- The analysis outcome will later provide data for a System Project
- Elaborating a System Project
- Elaborating a Technical-Implementation Project and an Implementation Plan
- Solution installation and implementation (ServiceDesk application)
- Training(s) for operators
- Acceptance tests
- A period of testing
- Creating the operations documentation
- Handing the system over for routine operation
Why is ANECT a.s. a suitable provider?
- We can offer our profound know-how in management systems
- We have years of experience with our own ServiceDesk operation
- When implementing a solution, we use the positive observations we have made during our ServiceDesk operation
In what ways can the service be provided?
- As a ready-to-use solution with post-implementation administration and maintenance services
- As a product (SD application) providing environment for ticket solvers
- As a service - providing ticket solvers to the client
- Invoicing lump sum (for ready-to-use solutions) or monthly - for the services provided
What are the main benefits for the client?
- You can immediately see all of your current requirements and how they are being solved
- You can use an integrated knowledge base, i.e. you will need less time for incident and problem solving
- You will have a consistent method tracking all your tickets - user´s requirements can never "get lost"
- The number of unsolved tickets will be reduced - any ticket can be escalated if unsolved
- Higher customer and user satisfaction
- You can monitor providers´ adherence to SLAs
- You can use a knowledge base and cut down the time needed to get back to regular operation
- Costs optimization - you can use your IT staff capacity more effectively
ANECT a.s. provides innovative solutions built on an integrated ICT infrastructure. Our Account Managers are ready to answer any of your questions concerning this particular service by phone +420 271 100 100 or e-mail: anect@anect.com.
