Introduction
Novots IT help desk provided a centralized and full-time service point to promoted combine enterprise business with IT service for final user、IT facilitating agency and the third party support agency. It is responsible for disposing events and issues、reply the consultation of final user, provide unified interface for change request、configuration management、assets management、service level management、usability management etc. Meanwhile it also assumption of duty for monitoring and coordination service to ensure reached service commitment and promise service quality. Novots provide two kinds of implement form contain IT service desk on site and the remote.
Characteristic ---modularization、visualization、expandable
● Accelerated deliverability of configurable for modularization：
IT service modularization of predefined and configurable will satisfy practical characteristic for enterprise IT service request and will carry out accelerate deploy、delivery . The function of expand and optimization step by step will provide IT service deliverability of high quality for enterprise.
● The built-in standard service process visualization of ITIL:
The service process design and process management combine ITIL standard with real IT operate situation. It makes service delivery process become more attention tobusiness trait of enterprise and service experience of user.
● The abundant knowledge base and advanced service support tools:
Novots IT service desk integrated more different kinds of tools such as: knowledge base、CRM、ITSM system、remote service tools、report forms and so on, it’s convenient to inquire many years of service experience and automatic identification of customer-related information , moreover provide remote support when you want to get service. The whole process is predictable、controllable、and auditable to ensure effective the high standard and quality of service delivery.
Service content
Novots provide sub-service of service desk life cycle, contain service desk construction、operation management 、service desk outsourcing etc.
● IT service desk construction:
It provide IT service desk construction programs, contain system and tools integration、ITIL process design etc.
● IT service desk operation management service:
This service share IT service desk operation management experience with enterprise and providing operation maintenance of IT infrastructure .It include providing the status quo operation assess and optimize consulting of service desk; and providing support on site from expert to help improve service management level of enterprise operation quickly; and providing IT infrastructure maintenance to ensure runtime environment stable and continued operation; and providing training about the service desk operation theory and the practical experience curriculum.
● IT service desk outsourcing:
★This service provide one option of rapid、economical and professional when we consider the function of IT service desk for enterprise, then according to their real request to ensure service content and service form(onsite or remote)
★ IT service on site:
According to request of enterprise, we will dispatch engineers to build IT service desk on site and providing operation support to reach service destination of customer’s expectation.
★ The remote IT service desk:
IT service delivery center in Beijing will provide IT service desk to enterprise, include unified phone number of 400、events and issues management、support online、service assignation onsite、relationship management of customer、assets management etc.
Other value-added services:
●Professional phone number:
We provided professional phone number of 400 for enterprise to ensure carry out technical consulting and supporting conveniently for enterprise
●Phone exclusive queue:
We provided phone exclusive queue to identify the access information of key accounts automatically, then provide technical consulting and supporting by the senior staff of familiar with customer’s IT environment .
●Exclusive agent
All senior staffs of familiar with customer’s IT environment provide technical consulting and supporting at every service events of users.
The scope and integration for service● Technical supporting on line
This service will direct the basic operation of users、diagnose primary hardware failure remote 、solving online and deal with question of software exercise by phone、network、IM、remote tools etc.
● Service assignment on site:
According to the local request, we will assign nearby service staff to provide technical supporting on site.
● Events management:
This service could carry out managment and reply aim at triggered issues initiatively and passively, according to standard events raising、sorting、rapid response、updating effectively and closed loop controlling.
● CRM:
CRM include client review survey、recording and tracing the service evaluation and suggestions of user, enhance interactive communication of service management to improve degree of satisfaction for users.
● The coordination management for service
This service implement monitor all party of service delivery, manage order and degree of service events, and could coordinate in many ways of resources to ensure reach metric for all kinds of service, such as coordination maintenance of multi-vendor.
● Other scope of services contain
Change management、configuration management、assets management、service level management、service oneself portals of users、report management、and the report of service operation、maintenance offer for over quality guarantee period.
COS
|
service time |
5*9、5*12、5*14、7*9、7*12、7*14、7*24 |
|
service language |
Mandarin、English |
|
calling abandon rate |
less than 5% |
|
Calling service level |
the calling answered within 30 sec more than 85% |
|
Percent Calls Handled on the First Call |
The software operation issues more than 75% resolved within 4 hours. |
|
Knowledge base |
Knowledge base update once week、rate of utilization,More than 70%、accuracy rate more than 80% |
|
Client review and survey |
customer satisfaction more than 95% |
Note: According to requests of users, Novots make a service commitment aim to provide service index. Desk seats assignation have been identified base on special metric service.
Why choosing Novots IT service desk
Impeccable support:
The capability of service supporting more than 1000+ devices for final users at the same time.
International Certificate:
Certified by both ISO20000 and ISO27001.
Precious knowledge base:
Owned more than 10 years IT maintenance experience and knowledge accumulation.
Professional services team:
400 plus senior network and ITIL export and various fields specialist.
Service delivery
We emphasizes service management、quality assurance、service network and profession team as the core to build delivery system, to ensure high-quality service delivery perfect ceaselessly.
We are very pleased with novots service provided to our bank! They help us improve service quality and customer satisfaction effectively, allowed us to put energy into the core business. We expect keep cooperative relationship for a lone time in IT service with Novots, of course we also believe to help us expand the business in china quickly.
-----Mr. Kung
SVP,ITS, One of famous bank
Hotline：400-612-6010
