The Service Desk is a vitally important part of any IT organization and should be the single point of contact for IT users on a day-by-day basis.  We have numerous service desk support personnel whose experience includes providing Tier Level I – III service support. Our team provides superior end user customer support by providing a single point of contact and accountability who is responsible for each service-related request received by the service system process as well as continuous monitoring and control of incidents through resolution and/or escalation to Tier 2 and 3.  All service requests and incidents are handled and prioritized based on Service Level Agreements (SLAs) established with each customer.  

RYAN’s IT Service Desk components:

ITIL Framework – Our extensive experience providing Service Desk services has shown us the benefit of using industry-accepted best practices for IT services. Our team is committed to the principles of quality IT Service Management embodied by the ITIL Framework. We continuously invest in our human and corporate resources to continually improve, develop, and maintain our service management processes according to ITIL guidelines. Under the ITIL framework, our team recognizes the specific goals to: 

  • Realize the benefits of using industry-accepted best practices for IT services
  • Communicate simply and transparently using a unified vocabulary
  • Align IT Services with current business and customer needs as well as with organizational standing operation procedures (SOP)
  • Continuously Improve the quality of IT service delivery
  • Reduce the long-term cost of IT services
  • Improve management of IT infrastructure and increase control over IT Asset ROI
  • Improve user acceptance of IT support resources and thereby increase productivity of business personnel
  • Develop more meaningful business information to inform more efficient and effective IT decisions
  • Improve organization teamwork and foster a culture of functional, transparent communication

     

ITIL Service Desk Management Best Practice Benefits
Improved user responsiveness upon contacting the Service Desk
  • Reduced user downtime, allowing enhanced productivity
  • Lessened incidence of user ‘shoulder-tapping’ for support
  • Enhanced user confidence in IT capabilities and competence
Improved training of Service desk staff
  • Increased ability for incidents to be resolved at first point of contact
  • Greater staff satisfaction and, therefore, higher retention rates
  • User confidence in technical support through certified Service Desk Specialist
Centralized user communications
  • Improved perception of IT as a coherent, coordinated unit
  • Consistent interface between IT and users
Monitored Customer satisfaction levels
  • Services enhanced in response to user requirements
  • Services more customer oriented
Logging all calls to service desk
  • Increased accountability to clients
  • Enhanced ability to diagnose faults based on incident history
  • Statistical data for incident matching and problem identification
  • Provide accurate information for knowledge base construction
User Self-Service facility
  • Non-urgent incidents may be logged when they occur
  • Users may take ownership of their outstanding issues
  • Users resolve own incidents via the support knowledge base and self-help portals

Our team has extensive experience in providing a single point of contact for Service Desk support. Our support model assigns an incident/problem owner to all service requests and incidents. This Single Point of Contact (SPOC) provides incident updates and reporting throughout the incident management process specified by each customer. We provide continuous monitoring and control of all submissions through incident resolution and/or escalation to various support tiers. All service requests, and incidents are prioritized and handled based on our client's organizational and compliance requirements, objectives and documented SLAs.

RYAN uses a robust Incident Management Suite that allows us to properly and efficiently track incident records reported by end users as well as any incidents created via automated monitoring or self service portal alert. The RYAN tool set is web-based and can be accessed from any location. Fully customizable reports are produced periodically based on our customer's specifications. Reports are analyzed using root cause analysis, incident trending, and proactive issue resolution so that we deliver efficient, actionable, and trustworthy incident management data.

Our incident management teams can be structured to fit any schedule and can provide both VIP and 24x7 operational support. RYAN’s certified support personnel have been trained to provide expert, timely assistance for all clients. Our commitment is to provide a timely response to calls on a first-come-first-served manner. Emergency situations are given precedence and responded to ASAP. As a general rule, it is our goal to contact users within 30 minutes of the receipt of an incident whenever possible. There may be circumstances where this is not possible, and in these cases, outstanding calls are prioritized and emergency situations are handled first. The criteria used to prioritize incidents will be agreed upon with our clients and documented using Service Level Agreements (SLAs) to ensure that all incidents get the proper resolution, escalation to second and third tier support, and follow up procedures required to adequately address the root cause of the problem. Any remotely reported issues that cannot be resolved remotely will be addressed onsite by a technician.

ITIL Incident Management Best Practices
Standardized incident categorization

  • Allows extraction of relevant data for identification of problems
  • Allows incidents to be assigned by skill area so the appropriate staff is assigned to resolve incident
  • Increases utilization (ROI) of staff from second or third level

Standardized incident prioritization
  • Ensures incidents receive appropriate Level 1 support and escalations as required

Formalized escalation of incidents
  • Assigns appropriate staff based on the specific details of each incident
  • Resolves incidents in full compliance with established SLAs
  • Potential security breaches are handled with top priority

Reduce unnecessary support calls to second level consultants
  • Allows optimal utilization of consultants to resolve incidents

Management provided information on call volumes
  • Assists IT management to make sound decisions on resource allocation based on statistical data of support levels

Unscheduled outage notification
  • Provides increased situational awareness and enhanced communication to users

Notification of incident escalations
  • Provides increased situational awareness and enhanced communication to users
  • Ensures incidents receive the appropriate escalation

RYAN’s approach to problem management minimizes the adverse impacts of incidents and problems on business. Disruptions caused by errors in the IT infrastructure are mitigated or eliminated by adopting a culture of prevention. We manage the life span of all problems from first identification through further investigation, documentation, and eventual removal. In order to achieve this, our problem management process seeks to get to the root cause of incidents, document and communicate known errors, and initiate actions to improve or correct the situation. This process is well documented and the resulting resolution data is made available to all relevant users and stakeholders thereby minimizing the odds of a repeated problem.  




The objectives of the problem management process are to:

  • Prevent problems and resulting incidents by adopting a culture of prevention
  • Eliminate recurring incidents via improved communication and transparent access to relevant knowledge 
  • Minimize the impact of incidents that cannot be prevented by establishing SOPs and POAMs for known recurring problems

Value to the Business

Service disruptions happen in business every day – often with serious consequences, such as lost revenue or decreased productivity, and can negatively impact reputations and customer satisfaction. Problem management aims to minimize these negative impacts by equipping IT with the best technology to standardize processes, perform root cause analysis investigations, prevent future disruptions and keep stakeholders informed. With RYAN problem management tools, you can accomplish the following:

  • Increase Business Productivity
    • Reduce the time and effort IT spends resolving repeat incidents
    • Minimize service disruptions and their impact on the business
    • Speed resolution times by publishing solutions and workarounds in a knowledge base
  • Proactively Minimize Service Disruptions
    • Identify and mitigate or eliminate abnormal patterns and trends proactively with built-in reporting and Performance Analytics
    • Locate and harden potential failure points by periodically reviewing configuration item relationship maps and ensuring Configuration Management Database (CMDB) accuracy with built-in data certification
  • Accelerate Root Cause Analysis Investigations
    • Determine the impact and potential cause of a problem service relationships and configuration item health
    • Correlate problems with recent activity or changes
    • Deliver superior troubleshooting quality and consistency using structured problem analysis methodology
  • Improve Transparency and Communications
    • Provide real-time transparency into operations with configurable role-based dashboards
    • Give updates to all service subscribers through email with built-in subscription-based notifications

RYAN has the ability to integrate our proven asset management tools, processes, and methodologies with any existing asset management operation. 
 
RYAN can also provide our proprietary asset management application to support asset management operations. Our asset management application can be fully customized and can be implemented to track all IT assets and applications as well as the applications installed on a given asset. Our clients are given full access to the system in order to run and view incident reports, check the status of past and existing incidents, research asset and user information, produce asset discovery reports, as well as other functions included within the tool. 

 

RYAN's dedication to 100% customer satisfaction begins and ends with our commitment to excellent performance. Our approach to managing our performance includes our adoption of the ITIL Framework as well as Agile Management practices. This hybrid approach ensures that we communicate clearly across all operational areas and that we produce repeatable, well documented results. Additionally, we take the time to truly and meaningfully understand our clients and their business and we craft our metrics and reports based on mission critical requirements specific to each environment that we work in.  These metrics are based on Key Performance Indicators (KPIs) to ensure effective and efficient service is provided and value is realized. RYAN maintains operational flexibility to ensure that service levels are consistently met in the event that our client modifies or introduces new KPIs. Should an emergency need or problem arise, the RYAN chain of command, our lines of communication, and our lines of accountability will simply and transparently allow for outlying events to be resolved amicably and efficiently.  

RYAN's IT Service Desk service delivers outstanding results to our clients. We provide transparent, compliant support for campus, geographically distributed, and remote sites with our proven methodology that allows us to meet or exceed our customer's SLAs regardless of their organizational or geographical complexity. RYAN provides service desk agents for daily troubleshooting calls, incident and problem management, and even remote service requests. RYAN employs a full service support model including field service technicians in order to provide Tier 1 to 3 support services to any organization. Our offerings can include the following and are based on each client’s individual goals, objectives and challenges:

Service Desk
Fully Staffed & Certified personnel with 24/7 availability. Service desk will be staffed with Tier 1 and 2 personnel (Tier 3 as defined by client or OEM support) 

Onsite/On call Support Staff
RYAN will assign dedicated resources to support onsite issues during normal business hours as well as an on-call roster to support after hour needs when necessary.

Break-Fix Operations
RYAN provides a dedicated service desk to handle receipt, update, and disposition of service calls as well as reconciliation of all incidents and problems reported.  We regularly conduct Reconciliation of Service Calls Received auditing to ensure accuracy and ongoing SLA adherence. All techniciansare certified to perform break-fix activities in addition optional ITIL, Agile, or similar training as required by each customer. Our staff also support asset management operations while ensuring Continuity of Operations by tracking the stock levels of critical parts and components in order to reduce down time related to hardware outages.

Dedicated Resources
The RYAN Team consists of talented, certified IT professionals with over 20 years experience of providing IT support services. These services include:

  • Hardware/software troubleshooting and incident resolution
  • New hardware installation/staging and configuration (including image installation)
  • New hardware/software back office and pilot testing
  • New hardware/software deployment and refresh
  • Data/software migration
Technical Education and Certifications
Our team of professionals also participate in ongoing education for leadership, communications, team building, and IT industry trends. Such training and education is provided through seminars, events, webinars, OEM, and vendor education offerings.
RYAN has A+, ITIL, and Agile certified technicians available and we ensure that our new hire technicians are provided with the training and certifications required for each new engagement we undertake.

RYAN has developed and maintained several Web-accessible knowledge bases on multiple ITSM platforms. We also have an internal Web-accessible knowledge management tool which we use to share knowledge across geographic boundaries. RYAN infuses ITIL best practices into our management of knowledge databases to ensure that our service delivery technicians have an accurate, up to date, meaningful, and complete record of all known problems, SOPs, workflows, organizational matrices, and other relevant assets.


 

ITIL Knowledge Management Best Practices

  • Improve the quality of management decision-making by ensuring that reliable and secure knowledge, information, and data is available throughout the IT lifecycle
  • Enable the service provider to be more efficient and improve quality of service, increase satisfaction, and reduce the cost of service by reducing the need to rediscover knowledge
  • Ensure that staff have a clear and common understanding of the value that their services provide to customers and the ways in which benefits are realized from the use of those services
  • Maintain a Service Knowledge Management System (SKMS) that provides controlled access to knowledge, information and data that is appropriate for each audience                                
  • Gather, analyze, store, share, use and maintain knowledge, information, and data integrity and availability throughout the service provider organization