<h3>WE JUST DON’T SOLVE THE PROBLEMS, WE FIX THE ISSUES:</h3>
<ul>
	<li>Integrate and automate your incident, problem, change management processes</li>
	<li>Promote self-service best practices through knowledge base</li>
	<li>Manage requests and resolve issues from users, customers, visitors quickly</li>
	<li>Reduce the number of calls and their costs through self-service</li>
	<li>Keep users updated with current status of their requests</li>
	<li>Find the root cause of problem to eliminate repeat incidents!</li>
</ul>
The average cost of a service desk call is roughly 35-40 dollars. From password resets, application installations, access requests, updates, or a variety of escalating operational issues, support can be an expensive, 24/7 concern. However, by implementing and integrating a strong process into your service desk technology investment, the number of calls and their cost can drop dramatically

Service desk is not about creating tickets, resolution and escalation. It’s about <strong>maintaining the continuity of your company’s productivity and operational stability</strong>. CSS works side-by-side with you to discover the best way to define and manage the service request process. We help develop and deploy an effective self-service program whereby <em>users can easily find the answers and resolutions to the most routine issues</em>. Then your support team can concentrate on prioritizing higher value tasks, addressing pending threats and decipher more complex problems.

<strong><em>If they’re calling, something’s already failed!</em></strong> As the central support lifeline across your enterprise, your service desk is responsible for several mission critical functions, so it’s your job to quickly, efficiently and effectively

resolve the issue. As important, you must discover the root cause, so it doesn’t happen again. CSS Service Desk offering helps you prepare to <strong>engage the entire lifecycle of an incident</strong>. We align your service model with your support strategy so that you can <strong>prioritize and manage any incident from triage to resolution</strong>. To do this we focus on adapting the core elements to any service desk:
<ul class="leftpadding">
	<li>Log all incidents and requests</li>
	<li>Categorize and prioritizing them based on variable such as activity, impact, demand patterns/trends, exceptions</li>
	<li>Automatically redirect appropriate issues to self service channels</li>
	<li>Triage and diagnosis</li>
	<li>Investigate root causes</li>
	<li>Issue resolution and status communication</li>
</ul>
CSS recognizes your service desk has a responsibility to user satisfaction as much as it does the viability of the IT environment. This is why we <strong>unite, automate and apply</strong> a variety of strategies and capabilities to enable a more responsive, consistent and complete experience. CSS incorporates and optimizes several practices including

[tabby title="Service Catalog &amp; Request Management"]

Your service catalog and request management portal is the best practice and centralized repository that maintains the available technology resources and offerings within an organization. For your users it is the portal to which they can begin their service request, or remediate their own issues quickly without involving IT. CSS helps you identify the necessary assets, protocols and tools to create a standardized and intuitive system so that users get what they need and IT can manage and guide the service delivery.

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Filtered from incidents, user requests are categorized and queued for approval. Everything from unlocking a license for a needed application to enabling the expedited payment of a purchase order or approving special discounted pricing, the request process streamlines the review by leveraging a workflow engine. This directs the request to the person in the organization empowered to grant the request. Based on unique identifiers and role-based permissions, the fulfillment of requests can be automatic or navigate through the appropriate chain of command. CSS works with you to define those interactions and integrates them into your service desk tool. It’s <strong>simply automating, facilitating and accelerating the process</strong> that would otherwise take days or weeks of sitting in somebody’s inbox, waiting to move to another person’s inbox before finally getting approval.

[tabby title="Incident Management"]
Every day someone forgets a password, clicks on something they shouldn’t, finds <em>the blue screen of death</em> staring them in the face, has trouble using an application, or a million other computer-related issues. We recognize it’s always a <em>hair-on-fire</em> situation, and your incident management process determines which fires to fight first. Incident Management is the structured methodology to restore normal service as quickly as possible, and to minimize the adverse impact on business operations.  Sometimes the resolution can be applied by the user themselves in the form of <strong>self-service</strong>. More complex issues are prioritized and analyzed by IT to address and remediate. As every enterprise is unique, how incidents are handled may be different. This includes what is considered <em>urgent</em>, when an issue requires escalation, if a specialist is required or other considerations to bring a “ticket” or incident to a successful conclusion, However, CSS brings considerable experience to provide insight and proven, real world best practices to realize a logging, prioritization, escalation and resolution process that meets your needs.

[tabby title="Problem Management"]
The big question is what’s causing the failure? Some issues require more than looking up routine responses in a knowledge base. Problem management is not about the “what” but rather the “how” and “why” of an incident. This requires a degree of investigation, observation, trial, testing, diagnosis and resolution. Problem Management is the process of <strong>finding and potentially preventing the root cause</strong> of a problem to eliminate or minimize the impact of similar incidents in the future. CSS helps simplify the process by leveraging your Service Desk technology to display an entire timeline of activities; so that the problem, action and resolution are applicable and properly documented…so you never have to reinvent the wheel!

[tabby title="Change Management"]
There’s the old axiom, the only constant is change. New users, new applications, patches, release updates, Experts say 70-80% of service disruption is caused when changes are being made. Without a defined IT change management process providing visibility and control, unauthorized changes cause service interruptions with an increasing impact on the profitability of the business. Change Management ensures that all changes are<strong> recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed</strong> in a controlled manner.  CSS designs, implements and optimizes your change management process so that
<ul class="leftpadding">
	<li>Increases speed of IT change and enables greater business agility</li>
	<li>Reduces cost and risk with fewer failed changes</li>
	<li>Manages release deployment for greater efficiency and consistency</li>
</ul>
Improves infrastructure and quality of service

[tabby title="CMDB"]
The Configuration Management Database (CMDB) supports your business by providing accurate information and control across all assets and relationships that make up your organization’s infrastructure.  Configuration Management is to identifies, controls and accounts for service assets and configuration items (CIs), <strong>protecting and ensuring their integrity</strong> across the service lifecycle. It manages the <strong>ideal state image</strong> so that when new users, applications, devices and systems are added, they can be distributed under authorized and controlled conditions or restored and repaired should catastrophic failure occur. Configuration Management is also an important component of regulatory compliance in that clients are preserved securely in accords with the strict while maintaining consistent identity and access protocols.

[tabby title="SLM"]
Service Level Management (SLM) agrees and documents IT service targets with the business, and then monitors and produces reports on delivery against the agreed level of service.  The purpose of the SLM process is to ensure that all operational services and their performance are measured in a consistent, professional manner throughout the IT organization, and that the services and the reports produced meet the needs of the business and customers.

[tabby title="Knowledge Management"]
The purpose of Knowledge Management is to ensure that the <strong>right person has the right knowledge, at the right time </strong>to deliver and support the services required by the business. This delivers more efficient services with improved quality, clear and common understanding of the value provided by services, and relevant information that is always available.

[tabbyending]