Intelligent Operations Center
The central point of contact between users and IT services: continuous oversight of reports, support requests and IT incidents, with clear and measurable SLAs.
The Valuemate Service Desk plays a crucial role in ensuring the efficient running of daily operations, acting as the central point of contact between users and IT services.
Activities include handling support requests (incidents and service requests), assistance with system access, resolution of hardware and software issues, and proactive monitoring, including provisioning, deprovisioning and credential management.
We operate through structured processes, based on frameworks such as ITIL, to guarantee fast response times, traceability and user satisfaction.
Active 24/7/365: timely handling of reports, requests and IT incidents.
Phone, email, dedicated portal and online chat, with full traceability and defined SLAs.
A team qualified for first, second and third level activities, with fast solutions.
Constant monitoring and detailed reporting drive continuous service improvement.
LEVEL 1
Intake, classification and immediate resolution of common requests.
LEVEL 2
Analysis and resolution of hardware and software issues requiring dedicated skills.
LEVEL 3
Specialist intervention on critical cases and integration with infrastructure teams.
Valuemate's Service Desk runs on GLPI, an open-source IT Service Management platform that we customise and integrate with the client's systems. A single point of collection for incidents, requests, assets and change management, with full traceability and control.
Fields, workflows, assignment rules, SLAs and templates fully configurable to match the client's operational needs.
Self-service interface for ticket creation, status tracking, FAQs and knowledge base, accessible from browser and mobile.
REST APIs and plugins for native integration with Active Directory, email, monitoring, CMDB and automation tools.
Automated hardware and software inventory with lifecycle tracking, contracts, warranties and ticket relationships.
Customisable dashboards with KPIs, resolution times, volumes, SLAs and trends, exportable in real time.
Structured change request handling and root cause analysis, with approvals, impact assessment and full audit trail.
No. Valuemate's Service Desk is an operational centre structured on three support tiers (L1, L2, L3) with ITIL processes, customised GLPI ticketing, knowledge base and real-time dashboards. The approach is operational continuity, not call handling.
Valuemate operates on GLPI, an open-source platform customised and integrated with the client's Active Directory, email and CMDB. Integration or migration from existing systems is evaluated during the Assessment phase.
Tell us your volumes and hours: together we will size the Service Desk that best fits your company.
Size your Service Desk →or write to info@valuemate.it
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