Helpdesk ITIL processes

Improved IT efficiency and effectiveness

Over the last years with the increase in the complexity of IT/ICT services, companies are recognizing the importance of the management of information and its strategic importance to company business.

ITIL (Information Technology Infrastructure Library) concepts are the prevalent standard in the IT sector for the standardization of processes and services. ITIL provides a detailed description of important IT practices with a complete checklist including tasks, procedures and responsibilities which can be adapted to every organization.

ITIL concepts and techniques are grouped into modules which relate to specific operational aspects and are divided into two main areas: Service Support (including Service Desk functionality and it’s relevant processes) and Service Delivery (with relevant processes).
The main objective of ITIL in IT environments is to improve their effectiveness and efficiency, thereby improving the quality of service for business. Via the implementation of ITIL users are able to create highly systemized, detailed, documented service processes.

At PAT our helpdesk application solution, which has been installed in hundreds of companies in Italy and abroad, is able to cover 100% of the management needs in the Information Systems area in full compliance with ITIL concepts and techniques, in particular in the following areas:

Service Desk
Incident Management
Problem Management
Change Management
Release Management
Configuration Management
Service Level Management
Financial Management

Our Network Helpdesk allows

Creation of effective real-time connections between suppliers, outsourcers, branches and internal departments
A dramatic reduction in the costs and time associated with information exchange
Constant monitoring of SLAs (Service level Agreements) and the ability to comply with support contracts