IT Service Desk

June 19, 2016

eStomi excels in implementing ServiceDesk. Our geographic spread and thorough understanding of the IT Infrastructure technologies enable us to provide you with quick turnaround solutions from concept to service delivery in many local languages, with certainty of cost, quality and schedule. With a global exposure of implementing variety of projects, eStomi consultants have mastered deploying Service Desk with a very minimal turn-around time.

Client Challenges

With an ever changing environment, clients, today, focus on their core business and want to mitigate the following challenges through the IT ServiceDesk Consulting:

  • Difficulty in coordinating between different support groups
  • Lack of service and continuous improvement
  • High costs of ownership
  • Lack of access to world class facilities and skilled resources
  • Higher attrition at Level 1 for Service Desk
  • Rapid technology transformations
  • Inability to match up to competitive advantage

What eStomi offers

eStomi’s vast experience in implementing IT helpdesk centers across the globe helps you to positively influence user-experience by being the single point of contact across the organization for all IT-related issues, and functions as an Enterprise IT service desk.

We leverage industry best practices and domain experience to bring in cost advantages and process efficiency using the following:


ITIL process-based delivery model
eStomi helps in delivering ITIL compliant solutions

Business continuity and disaster recovery
Blend of offshore and near shore delivery centers with built-in Business Continuity Plan (BCP)

Optimized total cost of ownership (TCO)
eStomi’ solution brings in cost effectiveness and operational efficiencies with a combination of “right shoring” approach

Risk-free transition
We provide a phased approach with anticipated risk and mitigation strategies

Service response, quality and coverage
We, at eStomi, will ensure that the service response, its overall quality as well as user experience is similar across all shifts, locations and languages

Leveraging best practices across engagements
eStomi will leverage its best practices gained from engagements with other customers to bring in yielding tangible benefits.

Operational Excellence: We help you achieve operational excellence with the following services –

  • L0 Improvements: Increased awareness and adoption of the self-help user portal
  • L1 Service Desk: Remote support and improved service responsiveness
  • L2 Delivery Groups: Well-defined SLAs, complete ownership of applications, increased stability through incident reduction and improved time to market for new  changes and upgrades

Below diagram shows a typcial Service Desk implementation:


Business Value for ServiceDesk Consulting

A vendor-neutral alliance with the best toolset providers, flexible engagement models and capabilities to quickly ramp-up or ramp-down, makes eStomi the partner of choice. eStomi leverages the best product amongst BMC, OTRS, iTop, ITRP and Wolken based on the client’s requirements and budget.

We bring in value by focusing on the following:

  • Business alignment
  • Robust risk management
  • Reduced total cost of ownership (TCO)
  • Risk-averse transition approach
  • Metrics-based governance
  • A tailored service delivery model
  • Improved service desk experience via innovative mediums of communication like social networking and blogs in addition to the traditional mediums like calls, emails, web and chat