For any organisation, be it a corporate or IT, it is imperative to be in line with its end-users - customers and staff. Both entities are in need of help from the organisation, which is supplied to them by the organisation in form of a Help/Service Desk. The organisation identifies areas where help will be required from the customers and staff and ensures guidance and help through its Help/Service Desk. This body is the first contact for any customer and is the strategic focal point for the organisations. In such cases, independent or stand-alone service desks are inadequate. It is essential for the organisations to take a holistic approach towards this and create an integrated service desk operation that combines help/service desk with support request (trouble ticket), change, and problem and service management.

HOV Services Ltd. has introduced Service Desk portal that enables end-users to submit trouble tickets via a browser. It automates several key workflow tasks such as case routing, acknowledging requester/technician notifications and handling of SLA rules. As a result, organizations can now realize higher levels of productivity, keep everyone informed, provide superior service, improve problem resolution times, share knowledge effectively and keep end-users happy.