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Learn more about the Haemonetics Help Desk Assessment
Project
Learn
about SMA's 5-Step
IT Assessment Program
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Find Your IT
"Gaps" with a 5-Step IT Assessment by SMA
Read
SMA's White Paper: Assessing IT Service Management
Processes:
A 5-Step Approach to Enhancing Support.
Since 1984, SMA has specialized in providing help
desk and support center solutions to corporations,
education, government and not-for-profit organizations.
SMA's solutions include help desk
assessments, products, systems integration and
consulting services to assist you in providing support
to your customers and internal staff.
Our help desk consulting services include providing
management consulting in the areas of requirements
analyses, organizational
and staff planning, developing
service level agreements (SLA) and implementing help
desk products. Our staff expertise comes from years of
experience managing and working in help desk
environments.
"Thank you very much!
Our workings with SMA
on the Assessment were FANTASTIC.
I am
confident we will work together again.“
Lisa Hart,
Manager of Desktop Support, Haemonetics
Key to SMA's success in this area is our process and
solution-based orientation that helps companies find and
address their IT gaps. This approach,
presented in
SMA's 5-Step IT Assessment White Paper, includes the
following:
- Gaining a full understanding of the business
need behind the technical requirements
- Interviewing key management personnel to hear
about "pain" points to be resolved
- Mapping out workflows, service level
requirements, and expectation levels
- Assisting with the selection of technologies
- Implementing selected solutions
- Training and documenting processes and procedures
The key requirement for the service management
function is the creation and management of the IT
Service Desk. The service desk is the point of
contact (usually the single point of contact) for
providing your customers with a variety of information
and support, including:
- General information, such as hours of operation,
procedures and processes, technology guidelines, etc.;
- Tier 1 support for questions that can be answered
in a short period of time;
- Escalation of issues to Tier 2 or others who have
specific expertise that is not available at Tier 1;
- Tracking of problems and solutions;
- Use of existing and creation of new knowledge to solve
issues;
- Use of IT asset information, if available, to solve
issues;
- Initiation of problem definition for use by other
support personnel;
- Creation of requests for Change (especially in ITIL-based
processes);
- And other functions that support customer
requests.
Email
or call us at
914.686.0300 to
learn more about how
our structured methodology may be of use in your
organization.
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