We provide installation, configuration and O&M support on servers and server/network software

 We have expertise in Customer Relationship Management modules like Remedy, and Heat, to provide change management, Service Desk and Help Desk Tier 2 and 3 Support. 

 Customers get the option to choose ITIL aligned service desk, incident, and problem management processes that enable us to exceed user requirements and generate high levels of customer satisfaction.  

ITIL trained staff, services Standard Operating Procedures, and ITSM Processes are central to our continuous process improvement, as we analyze closed tickets to determine best paths forward as well as lessons learned; which we capture in our reusable and shareable knowledge database.     

We group, (e.g., by region by application, by data center); and statistically analyze all Remedy reported problems, thereby contributing to comprehensive remediation and to overall process improvement. 

We have developed Knowledge Base & trained users resulting in reduced calls and more self sufficient users.   

Our Tier 2 specialists work with each application owner and their development staffs to ensure service request queues are established for each application.