Service Desk

Service Desk Outsourcing
Entrust the implementation of Service Now to certified experts

The essence of Service Desk

At the heart of the SD philosophy is the way in which requests are organized and systematized. Maximum standardization of all the steps described below increases the speed and efficiency of support.

Service Desk is a system of interaction between users and IT professionals. It is used to resolve both routine issues and requests/troubleshooting that are the responsibility of the IT department. iiii Tech are Service Desk and ITIL experts who will provide you with an organized support and user support team in the shortest possible time.


  • Appointment, feedback and closure
  • Registration of applications

  • Description

  • Classification
  • Prioritization

The essence of Service Desk The essence of Service Desk
The essence of Service Desk The essence of Service Desk
The essence of Service Desk The essence of Service Desk
The essence of Service Desk The essence of Service Desk
The essence of Service Desk The essence of Service Desk
The essence of Service Desk The essence of Service Desk
The essence of Service Desk The essence of Service Desk
Why choose Service Desk 

IT services as a service = improved service levels

You standardize and control the service delivery process. The key concept becomes the SLA (Service Level Agreement) - a service level agreement that must be met by default.

Collect statistics for optimisation

All the information about how often equipment breaks down, how often people in certain departments contact support, how long it takes to resolve certain types of problems is collected in one place. You can hire or retrain staff and add more hardware when you know exactly how much resources the company is spending on support.

IT Planning


With visibility of performance and costs, you can plan for expansion and rationalization.

Ease the burden on your IT staff

They can track the lifecycle of each incident and access historical data of resolved cases

Automate and standardize support

When your support team is running smoothly, automation will increase its efficiency (which is why SD is the choice of mature companies)

Reduce the number of support calls when incidents occur

Automatic notification of outages or preventive maintenance, and when they need to be fixed/completed

Increases user satisfaction

Systematizing support, automating routine tasks and SLAs inevitably leads to an increase in service quality and user satisfaction.

When do you need it
You are a large organization with a large internal IT department You are a large organization with a large internal IT department
You are a large organization with a large internal IT department

Want to take your internal IT service delivery to the next level

Your IT department cannot cope with the volume/level of service required Your IT department cannot cope with the volume/level of service required
Your IT department cannot cope with the volume/level of service required

You want a high level of support and overall out-of-the-box service

You are the Russian subsidiary of a global company You are the Russian subsidiary of a global company

You are the Russian subsidiary of a global company


You can't use your parent company's overseas solution and resources, and you need to switch to a Russian solution as quickly as possible while maintaining process continuity and support.

Service Desk deployment formats

Service Now system run from the provider's cloud. Cheaper and faster to run, but may be less flexible in terms of customisation.

We can connect you to our own Simple One license, one of the best ITSM vendors in Russia.

Cloud (SaaS) Cloud (SaaS)
Cloud (SaaS) Cloud (SaaS)
Cloud (SaaS) Cloud (SaaS)
Cloud (SaaS) Cloud (SaaS)
Cloud (SaaS) Cloud (SaaS)
Cloud (SaaS) Cloud (SaaS)
Cloud (SaaS) Cloud (SaaS)

Deploying a Service Desk system on your infrastructure.

Costs more at the implementation stage, but provides an unrivaled level of control over system security.

We can interface with your existing on-premise solution.

On-premise On-premise
On-premise On-premise
On-premise On-premise
On-premise On-premise
On-premise On-premise
On-premise On-premise
On-premise On-premise

Service Now system run from the provider's cloud. Cheaper and faster to run, but may be less flexible in terms of customisation.

We can connect you to our own Simple One license, one of the best ITSM vendors in Russia.

Cloud (SaaS) Cloud (SaaS)
Cloud (SaaS) Cloud (SaaS)
Cloud (SaaS) Cloud (SaaS)
Cloud (SaaS) Cloud (SaaS)
Cloud (SaaS) Cloud (SaaS)
Cloud (SaaS) Cloud (SaaS)
Cloud (SaaS) Cloud (SaaS)

Deploying a Service Desk system on your infrastructure.

Costs more at the implementation stage, but provides an unrivaled level of control over system security.

We can interface with your existing on-premise solution.

On-premise On-premise
On-premise On-premise
On-premise On-premise
On-premise On-premise
On-premise On-premise
On-premise On-premise
On-premise On-premise
Benefits of SD by iiii Tech 

Can work with most modern ITSM solutions

We work with most modern ITSM solutions, including the best Russian product - SimpleOne

Can work in your system

Can work in your system or connect to our SimpleOne

Our experience

Our own experience in successful use of Russian and foreign SD systems

Management experience

Experience in managing client IT teams

Guarantee

Guarantee of high rate of resolution of first level support requests

Service Level Agreement (SLA)

Experience in developing and implementing routines and SLAs

Flexible reporting model

Customization

Always tailoring the solution and approach to the client's business needs

Support automation tools we work with 
SimpleOne SimpleOne

SimpleOne

Russian provider with the most similar service offering to ServiceNow

Your provider Your provider

Your provider

Set up ITSM processes with the tool of your choice



Why iiii Tech is the right choice for you

Business-first approach

Expertise in top Russian and international clouds

All types of business

99.99% availability SLA

Multi-lingual support 365/24/7

Certified administrators

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