We provide comprehensive IT support services including:
An embedded team provides comprehensive coverage for all IT service requests. Included is the development of your ITIL compliant service catalog, service design packages, service level management, incident and change management.
An embedded team provides on-site support for all first level activities. Customer support, moves / changes, repair and logistics.
Computer Refresh and Logistics
Individual unit or large-scale computer replacements which include new unit asset tagging, imaging and deployment and exiting unit asset tracking, data transfer, data wipe and recycling.
Providing computers that do not fall under capital asset policies and department ownership limitations avoid risk of loss or damage consequences and provide flexibility of changing models as individual duties change. Rental terms ranges from three to 60 months and prices are indexed to be below state contract pricing.
Centralized computer management integrated with active directory controls. This specialized set of skills makes computer management highly scalable, but can be difficult to sustain for under 5000 employees. Providing it as a service enables this best practice to operate within local governments.
Initial asset tagging, followed by annual physical scanning and reconciliations.
Problem Detection and Elimination
Quarterly reporting and performance analytics including SLA compliance, support resource efficiency, phone metrics and capacity requirements. Vitil uses KnowledgeDesk data driven methods to detect problems and bring them forward to define ways to eliminate or at least mitigate them.
ITIL and KCS Expertise
In 2006, public sector IT had a strong interest in ITIL and we became experts to lead service management. KCS was added later to incorporate knowledge into support functions and we have developed an advanced methodology by integrating the two concepts into our KnowledgeDesk software.