You need a Service Desk to support your growing IT environment, but you donˇ¦t want to tie up your valuable IT human resources, your facilities or your telecommunications infrastructure to provide this support. CoSentryˇ¦s Service Desk Operations (SDO) provides a cost effective solution giving you the freedom to focus on your core competencies while giving your employees or customers an experienced Service Desk.

When it comes to Service Desk Outsourcing, CoSentryˇ¦s Service Desk Operations understands the unique, high priority requirements of organizations today. We understand the concerns regarding loss of control, lack of flexibility and security issues that are all major considerations when thinking about deploying an outsourced service desk. And, we fully understand the requirement to match culturally with both your internal and external clients.

CoSentryˇ¦s SDO will work closely with you to develop a program that meets your specific requirements. While many outsource organization apply a one-size-fits-all approach, CoSentry has invested significantly to create an environment which provides the maximum flexibility and customization to meet individual companies unique Service Desk requirements while maintaining a personal emphasis to focus on customer service.

Utilizing SolutionsDesk, a CoSentry developed incident management application; our team can develop a solution that will assist you in maximizing uptime and productivity of your environment. Web-based access allows you to see the status of all of your current tickets from any web browser. Our proactive monitoring capabilities take it one-step further and puts you into a proactive maintenance role that can save you time, money and allow your IT staff to focus more on strategic initiatives rather than the day-to-day maintenance.

CoSentry Outasking Features

o    Incident creation

o    Live answer 7x24

o    Web-based (QuickLink)

o    E-mail

o    Automated incident generation SNMP alerts

o    Incident life cycle management end-to-end  

o    Diagnose & Dispatching

o    Help Desk ˇV application support, shrink wrapped or proprietary

o     Proactive incident management to client SLA's

o     Escalation management

o     Real-time web-based ticket view

o     Asset  tracking 

o     Reporting 

o     Satisfaction surveys

SolutionsDesk

• Web-based trouble ticketing application for real time tracking and reporting
• User definable customized fields for information tracking
• User definable SLAˇ¦s (multiple) by serial number or product type
• Automated escalations based on SLA or user definable triggers
• Electronic interface to other helpdesk applications via XML
• Secure, user definable, log-in and password for ticket viewing and editing
• 99.99% Uptime

Monitoring

• 7x24 proactive system or device monitoring
• Service maintenance, management, problem detection, diagnostics, fault isolation, and performance management
• All technical problems logged, tracked, and reported (via SolutionsDesk)
• Real-time monitoring of network components in the clientˇ¦s network
• SCC proactively monitors the system log, SNMP traps and up/down status of each of the devices

SCC retains functional ownership of the problem correction event throughout the resolution process