ActioNetDesk™ provides a cost effective and secure way to consolidate and centralize Federal agency Service Desk needs. We provide the right people, facilities, processes, and technology with competitive per end-user or ticket pricing. We provide a full Service Desk solution to augment your in-house team. ActioNetDesk™ supports 24x7x365 operations or can be tailored to your specific operating hours and needs. ActioNetDesk™ is built on a secure, automated, cloud or on-premise ITSM platform. Our performance exceeds industry trends achieving greater than 98% Service Level Agreement adherence, first contact resolution above 70%, 98% customer satisfaction, and ensures 99.9% service availability. We also provide prompt, courteous, personalized services at an affordable price.
Our support services provide ITIL-based request fulfillment, incident, knowledge, problem, change, asset, configuration, and release management processes. We support all levels of Tier 0, 1, 2 and 3 for small, medium and large IT enterprises. ActioNetDesk™ can accommodate your organization, whether under 1,000 or over 40,000 end users, providing web, email, phone, text, chat or even walk-in contact.
Our incident management is executed at all levels, and is the central point of contact for managing user expectations, keeping end users informed, and meeting response and resolution SLAs. Our established transition processes assess your needs and rapidly configure organizations and data quickly, seamlessly and with low risk involved. Our pre-defined service delivery procedures, quality staffing and testing tools enable repeatable transition regardless of size and complexity.
- COCO managed services & single point of contact
- Courteous professional Tier 1 & 2 operational & technical support
- Tier 0 Self Help to answer questions, requests or resolve issues
- Complex HW, SW, telecom, mobility, datacenter, cloud, security, application & datacenter services
- Proactive customer notification of service outages
- Call management, message recording & performance measurement
- Expandable change, release, asset, CMDB, & event management
- Secure DR / COOP environment
- SLAs, measurements, & reports with visibility performance & quality
- ITIL v3, HDI Support Center & ISO 20000 certified
- Predictable migration, seamless centralization & rapid transition
- Competitive pricing & contract vehicles
- Reliable service at lowest costs
- Trouble ticket is generated automatically based on caller information & tracked until resolved through systematic escalations based on predetermined business practices
- Maintain secure data & environment based on compliance with FISMA, NIST & FedRamp standards
We provide full capability service desk functions including: Incident, Knowledge, Problem, Change, Release, CMDB, Asset, Service Targets, Request fulfillment, Event management, Discovery, Mobility, Analytics , Reporting, & Remote Control on a per user, subscription basis.
- Cloud Based Service Desk
- Multiple SaaS models (Remedyforce, ServiceNow, Rightanswers)
- Private & Public Cloud (FISMA ready)
- Readiness Reviews
- Migration Strategies & Services
- Startup, Provisioning & Administration services
- Integration & Interface Services available