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Service Desk Management is the process of managing the IT service desk that forms the point of contact between the IT service providers and the IT service users. Most organisations use a centralized approach, where there’s a central point of contact between service providers and the users, for example, all incidents are managed centrally. It is essential that this first contact is not only cordial but competent and efficient, to ensure speedy resolution, end-user satisfaction, and prompt reporting. Additionally, it is important that the Service Desk, be cost effective, transparent and controllable, and integrated with all functions in the organization. The Service Desk combines highly trained and dedicated people. The comprehensive set of people, products and standards, guarantees speedy and satisfactory incident resolution and improved productivity of the end user, by providing

• prompt visibility of high-priority, business-impacting incidents

• meaningful data on service availability, quality, satisfaction and value

• transparency and control of costs

• metrics and proper process controls

• consistency of service across geographies

• enhanced user perception

• improved end-user experience, and

• flexibility to respond to business changes.


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