Best practice

To be able to deliver professional end user support and truly make a difference to our customers, processes and working disciplines are essential. One Service Desk are using the processes, roles, functions and tools from ITIL (IT-Infrastructure Library) Framework. It is the best practice framework for delivering and supporting services between customer, users and service providers. 

One Service Desk manages all incidents, problem and service request across their lifecycle. We are trained in every phase in a service lifecycle from Service Strategy, Service Design, Service Transition to Service Operation and Continual Service Improvement.
We are certified ITIL Experts and professional trainers covering all introduction, foundation, lifecycle and capability courses currently offered.

Incident Management
• Identifying, logging, categorizing and prioritizing incidents
• Restoring incidents as soon as possible and minimizing business impact.
• Solving incidents (service interruptions) within the agreed time schedule. 

Problem Management
• Detecting, logging, categorizing and prioritizing problems.
• Supporting Incident Management by analyzing and determining root causes, providing information and work-arounds.
• Submitting RFC´s to Change Management for approval of necessary changes.

Request Fulfillment
• Receiving, logging, validating, categorizing and prioritizing Service Requests
• Facilitating an efficient and effective handling of all Service Requests

Change Management
• Creating, recording, reviewing, assessing, evaluating, authorizing RFC´s
• Facilitating an efficient and effective handling of all RFC´s