IT Service Management Support & Training

Support & Training

Individual attention for every customer

We offer existing and new customers a support service tailored to their needs. Our dedicated service department assists with customer queries, support requests and troubleshooting. as well as a system that supports handling and filing requests. Our consultants are multilingual, allowing for global support.

Our support services include:

• telephone support
• access to experienced consultants,
• updates and patches to the IBM Control Desk system
• IBM Control Desk system troubleshooting
• implementation issues
• product configuration challenges
• middleware problem solving, e.g.: database, application server

Speak to our expert: Bartosz Gancarz enquiries@vetasi.com

IT Service Management Services

IT Service management mobile

Enhancing ITSM systems with the latest mobile solutions

Vetasi offers two approaches to enhance ITSM systems with the latest mobile solutions:

Native IBM Control Desk Mobile App
Tailor-made applications

IBM Control Desk Mobile App

With the IBM Control Desk mobile app, customer service agents, field agents and managers/approvers no longer need to be at their computers to process requests. Supporting the Control Desk desktop portal, the app offers the necessary functionality users need to work on the run.

IBM Control Desk Platform

A single interface for all software functions

IBM Control Desk software is built on an integrated platform, which ensures a single source of the truth by providing data consistency and a common interface across all software functions. This results in out of the box integration, supporting easy administration and configuration of the work management processes, database, workflow, user interface and security.

Service portal for end users

Additional user interface with simplified design

Service Portal is a streamlined application for end-users of the ICD system. It offers an additional user interface, designed to address the requirements of users searching the knowledge base, reporting problems and submitting service requests. The simplified and intuitive design allows users to access the most important system functionalities. In addition, the application provides a built-in chat between the user needing help and an IT specialist.

System personalisation

Adapted to individual requirements

On implementation, we perform client-specific configuration and integration to other core customer systems. The ICD platform enables the use of various configurations and customisation tools allowing for personalised solutions unique to customers specific requirements.

Support & Training

Our customers benefit from our constant technical support. A specialized service department is available to deal with customer service and troubleshooting.

As part of the support, we offer: telephone support and access to experienced consultants, updates and fixes of the ICD system, troubleshooting related to the ICD system.

Predefined Processes

A solid base for product adaption

The IBM Control Desk system is delivered with predefined processes, based on ITIL best practices. Compliance with ITIL v3 2011 is certified by PinkVERIFY.

The Vetasi Accelerator configuration package is based on implementation best practices and includes pre-configured work-management processes and pre-defined user groups, user roles, notifications, actions and even sample directory requests. Our Accelerator can serve as a solid baseline to ensure low-risk quick time to value during implementation.