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Helpdesk Services

cloud
  • Our ITIL v3 Foundation Certified Engineers can manage your operations in a predictable and consistent way
  • 24x7x365 Infrastructure (System, Storage & Network), Enterprise Application Management & Support.
  • Experienced technology partners managing infrastructure services on private cloud and public cloud platforms like AWS, Google, IBM, Microsoft etc.
  • Infrastructure and OS Patch management
  • SLA, Availability, Capacity & Performance Management

OUR SERVICE STRATEGY - ITIL BASED





OUR METHODOLOGY - PROCESS CENTRIC







RNOC Service Desk Functions


Technical Management

Server, Network, Storage, Database, Directories, CDN, Web Servers, App Servers, Desktop, Internet, Telecom

Helpdesk Operations Control

Console Management, Job Scheduling, Backup/Restore, Performance Management, .

Cloud & Facilities Management

Public Clouds, Data Center, DR Management, Consolidation and Contracts

Applications Management

Financial Applications, HR Applications, Enterprise Business Applications

SERVICE DESK ENGAGEMENT MODELS


Local Service Desk

Our ITIL certified helpdesk technicians will be co-located within or close to your business.

Central

Best fit model, if your business has multiple sites. Our helpdesk technicians can support all your sites from one central location.

Virtual

Global distributed help desk, if your business requires both onsite , offshore and nearshore.

Follow The Sun

Our qualified helpdesk staff will support you 24x7x365 either central or virtual.

Unplanned Services











Planned Services











MANAGED HELPDESK SERVICES



Framework Helpdesk

ITIL V3 Framework Helpdesk Management.

Application Management

Enterprise Application Operations.

Infrastructure Management

Infrastructure Operations (Systems, Storage & Network) .

SLA Management

SLA Management & Reporting .

Monitoring

365x24x7 monitoring.

Problem Management

Incident & Problem Management, Runbook Automation, Root Cause Analysis

Configuration

Configuration & Change Management

Security Management

Security Management – Event Monitoring & Remediation

Patch Management

Patch Management – Any OS.

Performance Management

Performance & Capacity Management

Business Continuity Operations

High Availability, DR Planning & Recovery

Governance, Knowledge

Governance and Optimizations, Knowledge base Management


SERVICE DESK METRICS

Average First Response Time

The average time taken by the agent to provide first response to a ticket

Average Resolution Time

Total time taken to resolve tickets during the selected time period divided by the number of tickets resolved in the selected time period.

First Contact Resolution

Number of tickets resolved after the first contact made by the customer divided by the total number of tickets resolved in the selected time .

Resolution SLA %

% of Number of tickets resolved within the SLA divided by the total number of tickets resolved during the selected time period.

Reopened Tickets

The number of tickets reopened during the selected time period.

Created & Resolved Tickets

The number of tickets created or resolved during the selected time period.

info@clouddestinations.com