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Incident Management aims to minimize disruption to the business by restoring service operation to agreed levels as quickly as possible. It is the first process instigated when introducing the ITIL quality framework to a Service Desk, and offers the most immediate and highly visible cost reduction and quality gains.

The IT Service Desk provides a vital central point of contact between the customer and the IT organization. The Service Desk encompasses a range of services that reach beyond the typical Help Desk, including the ability to process incidents, problems, enquiries, change and service requests, and IT service management processes (e.g. Configuration Management).

The IT Service Desk is often seen as the ‘front door’ into an organization where quality service is delivered. Its purpose is to ensure that customers are able to resume their work as quickly as possible following a disruption to an IT Service, minimizing the adverse impact on business operation.

 “OnTarget Services” is a company which has the experience and methodology to implement enterprise level Service Management solutions based on ITIL standard that is capable of meeting the most challenging support requirements. With the increasing adoption of best practices, such solution becomes your cornerstone for automating IT processes and providing audit trails for regulatory compliance. ITIL is a set of best practices for IT service management that has been evolving since 1989. At the core of the library are two volumes on the service management discipline: service support and service delivery. The service support and service delivery disciplines together help develop the service management capability of an organization.

 

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