|  | | | i-Service Desk
The i-Service SD is a service centre that provides a central entry point for reporting requests (i.e. tickets) connected to the use of information infrastructure. It is an interface between information system users, on one hand, and system administrators and maintenance and support personnel, on the other.
Its major features are that it provides: - a unified point for reporting requests
- immediate assistance
- 24/7 support
- traceability of the path of a request through a predicted resolution process
- analyses and reports.
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i-Service SD ensures the fulfilment of basic ITIL demands.
By increasing the complexity of IT infrastructure the robustness of information systems is increased as well. i-Service SD supports the following functionalities: - setting up a central inventory of all hardware and software devices
- automatic control of devices
- a transparent service centre
- automatic reporting of requests
- automatic reporting of requests by users
- the traceability of resolution processes
- insight into the time and material process of such resolution
- analyses and reports.
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Uninterrupted business operations in a company depend on ensuring the uninterrupted operation of information systems. The information system is of the utmost importance in maintaining uninterrupted business operations with regard to storing key data on business activities.
i-Service SD represents the first level of assistance, an "information emergency service," which deals with a problem as soon as it has been reported by a user or control system.
i-Service SD is a major part of an information resource management system. By ensuring organized resource management the following is achieved: - greater reliability of the operation of the information system and devices
- quick resolution of requests
- greater satisfaction of users
- greater productivity
- lower maintenance costs of the information system
- greater business security
- process optimization.
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