Solutions Service Support Service Desk
In many industries, an organisations IT infrastructure has become a key enabler for business strategy as well as a source of competitive advantage. For most, the management of IT incidents through a service desk is essential to maintaining service availability and restoring service quickly.
Fusion Business Solutions recognise that most organisations currently have an established support organisation and, in order to optimise the benefits that an existing Service Desk can deliver for an organisation, have developed an Efficiency and Effectiveness Review which is aimed at helping organisations get the best from their Service Desk and its underlying Incident Management processes and is aimed at identifying the current strengths and weaknesses of the existing activities. The review provides best practice process and technology improvement recommendations covering improvements to the process, technology, documentation and training as necessary.
For those organisations that are currently facing operational issues relating to their supporting Service Desk technology, Fusion also offer two technology solutions that are industry leaders in their sectors and which are designed to deliver best practice processes as standard. The solutions are:
BMC Remedy Service Desk - Remedy's Service Desk provides service managers with streamlined service desk processes and a framework for reducing costs while maintaining quality service levels. Furthermore, with increasing pressure on IT organisations to conform to regulatory requirements, the Remedy Help Desk provides a key set of ITIL processes that help manage operational risk and accelerate operational compliance.
BMC Service Desk Express - BMC’s Service Desk Express provides service managers with a customisable service management solution that combines best-in-class help desk software with core ITIL® best practices. This suite provides powerful workflow and reporting capabilities combined with an Integration Engine that has out-of-the-box connectors to integrate Service Desk with other BMC products and third-party applications.
Fusion has extensive experience of implementing both Remedy Service Desk and BMC Service Desk Express and has developed a structured methodology for implementation. This ensures that either solution can be delivered quickly and is tailored to a company’s organisation and environment.