Ready to Help You

Call: (571) 482-2517
Email: Chris Zeiders, Managing Director, Technology

Call: (571) 482-2502
Email: Geoffrey McDermott, Director of Contracts Management

Learn how DRT Service Desk can deliver a low-risk, high-reward IT strategy to meet your specific customer and mission requirements.  

DRT Service Desk

Ready to Help You

Call: (571) 482-2517
Email: Chris Zeiders, Managing Director, Technology

Call: (571) 482-2502
Email: Geoffrey McDermott, Director of Contracts Management

Learn how DRT Service Desk can deliver a low-risk, high-reward IT strategy to meet your specific customer and mission requirements.  

Your agency now has access to a wealth of IT assets and technologies including but not limited to mobile devices, analytics software, high performance computing and collaboration platforms.

But do you find yourself asking, “How do we maximize the value from all these IT assets and synthesize their functions into a cohesive and successful agency-wide IT strategy to meet our mission?” 

The Answer: DRT Service Desk

DRT Service Desk amplifies your agency’s ability to deliver an IT user experience similar those of Amazon’s, Facebook’s, Apple’s and Google’s. 

DRT Service Desk functions as the single point of contact between your IT services and your agency’s users. DRT Service Desk manages incidents and service requests, and coordinates communication across service providers. 

DRT Service Desk executes the Information Technology Infrastructure Library (ITIL) approach – the world’s most widely adopted IT process framework.  DRT Service Desk’s five stage approach includes:

  • Service Strategy – Define needs, assets and strategy by identifying business objectives, demand and needs of the potential users, costs of the services to your organization and potential revenue generating opportunities.
  • Service Design – Design IT services and supporting elements by identifying requirements and defining solutions that meet those requirements.  This stage includes identifying necessary skills of IT personnel and commitments IT will make regarding the service’s availability, capacity, continuity and security (e.g., its Service Level Agreement or “SLA”).
  • Service Transition – Develop the services, the supporting elements and the methods of implementation. This stage includes the processes and planning required to bring the service into production.
  • Service Operation – Start delivering the service, performing maintenance, error resolution and ensuring the service is meeting end user expectations.  DRT Service Desk manages incidents, requests, operations and performs the day-to-day management.
  • Continual Service Improvement – Collect data on performance, compare to industry standards and modify as needed. In this stage, we use standard improvement models such as the 4-step cycle of Plan à Do à Check à Act.

DRT Service Desk vs. Help Desk

DRT Service Desk delivers everything a traditional Help Desk does, but does so much more!  DRT Service Desk becomes the face of your modern IT enterprise, empowering your organization to plan, structure and deliver a wide variety of services. 

DRT Service Desk helps your IT organization be proactive by automating standard processes, enabling self-service, eliminating redundant applications and continually improving organizational performance of services such as:

  • Provisioning and managing customer accounts
  • Executing multi-faceted automated workflows
  • Monitoring service performance against established SLAs
  • Providing scheduled reports to service managers

Why DRT Service Desk?

Proven, Efficient & High Performing Approach within Successful Organizations

Successful organizations like GE Capital, Broadcom and Lexmark use Service Desks, obtaining the processes and tools to focus on customer and service outcomes rather than simply technologies. 

Cost Effective within an Environment of Tightening Budgets

Just as the demand for “digital services” increases, limited agency budgets mean IT Service Management teams must deliver digital services much more cost efficiently.

Increased Agency User/Customer Satisfaction

Customer satisfaction is not achieved by how pleasantly a phone call is handled, but rather, by preventing the original need for the call and the continual improvement of IT services.

Among DRT government agency clients, the single most influential factor in determining customer satisfaction and the perceived credibility of the agency’s IT service organization is the performance of DRT Service Desk. 

As such, DRT Service Desk makes government IT teams look good!