SDI offers proven ITIL-based service desk services to improve efficiency and reduce complexity for IT environments by following industry standard tools and processes to ensure that Service Desk activities are completed efficiently and effectively.

SDI’s ITSM Service Desk Team is responsible for the management of customer issues regardless of type, location, or time that they are received. Where possible, service requests are automated, such as password resets, to ensure timely responses. SDI also has co-located our Service Desk with our Distributed Computing activities, seamlessly transitioning from an incident or service request to physical Install, Move, Add, Change and Disposal (IMACD) requests where necessary.

From managing all aspects of incident reporting through issue resolutions, SDI offers a customized approach for your customer service needs, allowing your organization to reduce operational costs while enabling your internal team to achieve maximum efficiency and drive business growth.

A Full Range of Presence Managed Services

We are present. We are responsive. Our services improve IT customer service and incident resolution speed, including:

  • User-friendly ITSM platform that delivers visibility, accessibility, speed, quality for client IT environment
  • Business process reengineering to optimize and automate management of IT environments.
  • Streamlined IVR scripting to enhance customer satisfaction and decrease abandonment rates
  • Employee Self-Service (ESS) portal to automate many key support functions to drastically decrease response time for repeatable activities such as password resets.
  • Expedited service ticket backlog reduction
  • Robust knowledge base development
  • Redesign of existing ITSM for greater efficiency and effectiveness to ensure optimized workflows align with ITIL best practices.

Unmatched Technical and Industry Expertise

For over 20 years, SDI has delivered cost-effective, innovative technology systems to organizations throughout the public and private sectors. These solutions have led to a collection of success stories that demonstrate our firm’s impressive industry domain knowledge and IT capabilities.

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