Service Desk Optimization

Helping Streamline and Automate

In the enterprise, the Service Desk is often the only point of contact between the Lines of Business and IT. It is therefore critical to be as effective as possible when planning, implementing and maintaining the Service Desk function. Windward’s Service Desk Optimization Solution helps IT organizations streamline and automate the client-facing support interface between IT and the Lines of Business or the clients. Our seasoned Service Desk resources focus on best of breed implementations and integrating tools with existing network platforms/systems to bring together the most appropriate solution to help our clients’ Service Desk run more smoothly while increasing customer satisfaction and trust in the IT organization.

Windward’s Service Desk Optimization Solution evaluates all aspects of the service desk environment including requirements, people, processes, and tools. We then proposes a service-desk solution that integrates IT support with the business in the most useful and cost-effective manner. This solution is built on several services for designing, implementing, and managing service desk capabilities including service desk software, knowledge management functions, visualization and reporting, and the training required to ensure staff understand the correct way to work within the service desk.

Windward’s Service Desk Optimization Solution combines the following services into a comprehensive delivery methodology:

• Architecture Design and Implementation. Develop a service desk optimization roadmap that prioritizes tasks to redesign, consolidate, and implement service-desk functionality;
• Training and Documentation. Assess current knowledge and documentation and make recommendations to bridge information gaps to better use and standardize the service-desk function;
• Software Evaluation and Consolidation. Evaluate the enterprise to ensure that the organization deploys the optimal blend of people, process, and technology to provide a synchronized, integrated service-desk solution that meets both IT and business requirements;
• Knowledge Management. Improve retained information to resolve incidents and problems more quickly by creating or enhancing the knowledge management function;
• Metrics, Dashboards, and Reporting for IT Services. Identify the key service-based metrics collected and deliver visualization via dashboards and reports in a more timely manner to improve the operational environment and facilitate decision-making.