Nashco - SERVICE DESK MANAGEMENT

IT is being asked to manage an increasingly complex environment with higher levels of service. Geographically or organizationally diverse operations, manual processes and the lack of integration between IT operations and service support impacts IT's ability to handle the higher rates of reported incidents and result in longer resolution times.

Business Value

Effective Incident and Problem Management helps drive business success by keeping critical systems available to employees, customers, and partners. Nashco Consulting Ltd. offers solutons that are combined with repeatable processes such as those described by ITIL®, is crucial to ensuring successful incident and problem lifecycle management. Using certified best practices and IT process alignment to consolidate, log, track, manage, and escalate all types of incidents and problems from users, other IT services, and third-party organizations, our Incident and Problem Management solutions enable you to realize the following benefits:

Reduce support call length by implementing a robust incident handling system which can log support requests and forward trouble tickets to the appropriate technician
Improve service desk operations by defining and refining incident management processes
Maximize the efficiency of your service desk staff by providing training and tools that help quickly diagnose the cause of a problem and route the trouble ticket to the right technician
Reduce confusion and duplication by eliminating domain-specific help desks
Increase first-line resolution rates by building and managing a robust knowledge management system to capture and organize lessons learned from prior support requests
Minimize the number of incidents requiring escalation by tracking current problem status and archiving historical information about problems
Constantly evolve and improve operations by establishing and capturing metrics on process efficiency
Reduce onsite support volume by implementing user self-service tools to enable users to automatically resolve their more common issues and find summaries of current outages and known problems
Decrease the number of inaccurate trouble tickets between help desks by automating a robust incident handling system that can log support requests and forward trouble tickets to the appropriate technicians

The Products

Magic Service Desk Suite - is an easy-to-use and easy-to-implement browser-based support automation tool—designed specifically for the mid-sized business—which aligns people, processes, and technology to reduce support costs and improve efficiency. Learn More....

Magic Desktop Automation Suite - provides hardware and software asset discovery, software distribution, license monitoring, and remote control that reduces the overall cost of support. Learn More....

Magic Change Management - Magic's browser-based Change Management solution helps you to effectively manage change, minimize impact, and increase productivity. Learn More....

Additional Products for Magic Service Desk - tools that help you improve service and increase your return on investment including remote control, wireless access, customer surveys, bar coding, data transfer, and more. Learn More....

Product Demos and Webcasts

Documents

Brochure ( pdf )

White Papers

Selecting the Right Service Desk ( pdf )
Operational Efficiency and Higher Customers Satisfaction in the Mid-sized Business ( pdf )
Keeping Up with Changing Environments ( pdf )
Sarbanes-Oxley: How Magic Addresses General IT Control Requirements ( pdf )

For more information, please contact us at 1-866-590-0846 or sales@nashcosolutions.com.