Service Desk or a single point of contact to support the services provided by ŽT where the basic software tool is HP Service Manager with a configuration database (CMDB) based on ITIL (IT Infrastructure Library) processes.
Service Desk through HP Service Manager software tool ensures:
- incident and request life cycle,
- process support for IKT services,
- centralized information for early identification and elimination of infrastructure outages,
- increase in availability of business critical services.