Enterprise Service Desk

Enterprise Service Desk 2018-09-06T08:28:49+00:00

Optimizing IT Services Support

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.

Trowbridge 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: Trowbridge planned and managed an ITIL-based, structured improvement of Enterprise Service Desk services 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.