Enterprise Service Desk

Enterprise Service Desk 2017-11-08T18:32:45+00:00

To optimize, consolidate, and manage Enterprise Service Desks, agencies require partners who can effectively address asset management/problem association, backlog, capacity, the incident submission process, knowledge management, productivity, process disparity, scalability, time-to-resolve, and volume.

T&T helps customers realize their vision for optimized and consolidated services while maximizing the value of approved service management systems such as Remedy and ServiceNow. Whether providing local, remote, on-prem, or off-prem services, we adhere to a disciplined, process-based approach. We focus on quickly resolving incidents for users while at the same time implementing new processes in the background to reduce incidents and enhance the user experience.

  • Call Center Consolidation

  • ITIL

  • Performance Measurement

  • Performance Improvement

  • Service Catalog

  • Tool Modernization and Migration

Case Study in Service Desk Optimization: T&T planned and managed an ITIL-based, structured improvement of Enterprise Service Desk services at for a Federal client. We trained Service Desk staff on standardized procedures and implemented a technical mentor relationship to improve collaboration, technical capabilities, closure rates, and customer satisfaction. We also expanded tool usage. Together, these new capabilities allowed us to significantly shorten time-to-close and increase resolution rates far beyond performance requirements.