Global Service Desk

Why Choose Capgemini?

When selecting a partner to work with to ensure that IT is delivering value to the business, it is imperative to find a vendor with a strong pedigree in the management of IT services and a deep understanding of globally deployed standards and their potential to benefit the business. Capgemini has a proven track record and demonstrable success rate in delivering superior Service Desk services. In short, we deploy the right tools, processes and people to enable a rapid transition and deliver a robust, cost-effective service.

Reliable Platform from Incident Management to Service Integration

The Global Service Desk is a packaged, scalable solution designed to improve productivity ,save costs, and – crucially – to ensure the business is in control – fully aware of incidents, when they happen and when they are resolved; fully aware of performance against SLA; and fully aware of the value of the service desk to the business. Capgemini Global Service Desk delivers:

Control and Management Reporting

• Transparency on how the service is doing
• Compliance with industry best practice

Cost Reduction

• Release of non-discretionary funds
• Deployment of Rightshore® resources

Improved Productivity

• Centralized management and delivery of support
• “Shift Left” self-help technology

Enhanced End-User Experience

• Intuitive toolsets & targeted training
• Experienced Service Desk analysts

Service Integration

• Service management integration
• Flexibility across the business

Our Global Service Desk offering is built upon industry standards, such as ITIL, the leading software products developed by technology partners who are renowned for quality and reliability, including BMC Software, with which we have worked collaboratively on the right solutions for our clients for 15 years.

Unifying the Service Desks

Many businesses find themselves maintaining several services desks to support a variety of business functions. Capgemini’s Global Service Desk isn’t just about IT service desk. The same package can be applied to other end user services such as intermediary or broker support, field engineer dispatch or other internal business enablement services such as HR, accounts or expenses – offering the potential to unify business functions into a single competency.

Capgemini’s Global Service Desk can be an important tool in the implementation and delivery of true service management. To find out more about our integrated approach to service management, read Service Management Integration is the Answer.