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ITIL compliant, CRM-based Service Desk with self-service portal

by IT Alliance Group Ltd.

I.T. Alliance has extensive experience in the set-up, takeover, transformation and running of service desks based on ITIL and MOF (Microsoft Operations Framework) best practices. To support the delivery of these services we have developed a service desk solution based on Microsoft technologies.

I.T. Alliance has extensive experience in the set-up, takeover, transformation and running of service desks based on ITIL (IT Infrastructure Library) and MOF (Microsoft Operations Framework) best practices. To support the delivery of these services we have developed a service desk solution based on Microsoft technologies.

This solution automates the management of incidents, problems, changes and service requests. It provides real time management reporting on performance and adherence to service level agreements. Customers of the service desk are kept up to date via web updates with all communications stored and tracked providing a complete service history.

Microsoft CRM (Customer Relationship Manager) was selected as the solution’s framework to build the Service Desk tool and self-service portal. Help Desk staff would utilise Microsoft CRM entities and forms to raise cases (incidents/service requests), problems and changes. CRM workflow would enforce SLA conformance and accompanying business logic, and SQL Reporting Services would report on same.

A MOSS 2007 based self-service portal would allow the supported users to raise new cases and monitor the status of existing cases via Microsoft CRM web service integration. Third party resolver groups, change approvers/requestors and problem managers would also interact with the Service Desk via this portal also. Microsoft System Centre Configuration Manager (SSCM) integration was developed to utilise the existing CMDB (Configuration Management Database) populated during the transformation phase.

Due to our adaptation of MOSS 2007 for the self-service web portal, the customer has experienced the numerous benefits that MOSS can provide and due to the success of the CRM solution, I.T. Alliance were awarded and have designed, piloted and governed it’s initial deployment into the user community.

Initially this involved conducting focused workshops with key business and technical stakeholders to agree and define the functionality scope which MOSS will address. A MOSS Governance group was immediately established and briefed to govern the initial pilot and ongoing implementation.

ITIL compliant, CRM-based Service Desk with self-service portal has not been reviewed by any customers.

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Version

1

Release Date

14/06/2011