Looking to support delivery of managed services to its clients globally, Apps Associates has implemented InfraDesk, ITIL SaaS (News - Alert) Service Desk from InteQ.

 

Although using on-premise help desk solutions is beneficial to companies, they often come with additional overheads such as costly upgrades, maintenance fees and additional resources needed to program and administer them.

 

InfraDesk - SaaS ITIL Service Desk Solution creates a Web-based help desk to ensure the most efficient way to resolve issues without compromising quality.

 

To make it easier to enter and track support requests, Apps Associates extended Salesforce.com (News - Alert) from sales to the service desk. Also, the company was looking to switch to a more robust and managed service provider ready service desk application. So now, the company has setup, customized and is actively using the service-level agreement module within InfraDesk.

 

“Apps Associates clearly understood the benefits of a software-as-a-service solution, however, they required an ITIL based solution that supported MSP requirements. We were able to provide a cost-effective solution with built-in ITIL workflows to support adoption of best practices and also improve their ability to track and manage global customers' requests,' said Yash Shah, president and chief technology officer at InteQ.

 

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