Service Management >> Service Desk Implementation
Service Description:
The Manta Group uses the IT Infrastructure Library (ITIL) to build supporting processes for the service desk function. In addition to supporting processes, the Manta Group will work with customers to brand the new service desk to its customers through collateral development, logo, presentations and key stakeholder messaging.
Service Scope:
Our consultants have significant service management expertise and leverage ITIL best practices in combination with CobiT control objectives to build the right size service desk for our customers.
Subject Matter Expertise:
- The Manta Group uses its holistic approach to service management to deliver a comprehensive service desk solution.
- Our consultants have at least 5 years experience in an operational environment and exposure to multiple environments across various vertical markets. In addition, they will have at a minimum, a practitioner level certification in their respective area of expertise.
Service Brief:
Customer Requirement - Build a virtual single point of contact service desk to support 6,000 users in three major centers in North America.
Manta Solution - The Manta Group deployed two consultants for a three month period to design the service desk, a service catalogue and basic incident management process. Additional communications and graphic support was provided to create a new logo and internal marketing material. The marketing material was to be used for internal promotion of the service desk and also to assist in recruiting strong candidates to staff the service desk. Training was provided to staff on the new process and service desk function. ITIL and CobiT were both used extensively.
