The role of the Zero Downtime Desk is to provide hotline support and customer requirements' care in order to ensure zero infrastructure downtime.

IT Service Management (ITSM) is a balanced interaction of people, procedures and tools involved in the delivery of IT services according to defined and controlled IT processes.

The main task of the ITSM system is to manage and check IT support processes and thus significantly contribute to the effective functioning of your IT department. It allows you to define and manage activities related to the processing of service requests.

When designing the coverage of ITSM processes, we start from the required scope of the ITSM system for the provision of IT service support processes for the following areas:

• incident management / service desk function
• requirements management
• configuration management

Zero Downtime Desk includes the following processes:

• Central helpdesk - used to effectively solve problems with IT components, manage configuration, incidents, changes, problems and requirements. At the same time, it provides a lot of information which gives a clear overview of the efficiency and effectiveness of the provided services. It allows you to manage the provision of IT services based on the evaluation of their level. The management receives a tool to significantly streamline the operation and maintenance of IT. It focuses on maximizing the quality of services.
• Configuration management process - used to record the defined attributes of assets and configuration elements of the operated IT infrastructure. It enables dynamic changes that are subject to ITSM management.
• Service catalog process and SLA agreements - used to register IT services, SLAs and their parameters in relation to other supported ITSM processes.

The provided consulting services for the implementation of the ITSM system are divided into individual phases, which include the relevant areas of activities necessary for the implementation of the ITSM system:

• an analysis and specification of requirements
• process model design
• detailed solution proposal
• configuration and setup
• system training and testing
• implementation to a routine operation