GLOBAL SERVICE DESK as an Offshore Outsourcing Strategy

With the lack of streamlined IT functions, increasing global competition for IT talents, and new adoption of working culture and lifestyle, it becomes imperative for large and medium-sized corporations with IT service departments to make the necessary shift and go beyond business-as-usual in embracing the increasing need for digitalization.

Global service desk is one such trending shift that corporations are now strategically and tactically moving toward to in the management of frontline engagements for all IT support and maintenance activities in tandem with company-wide digitization and business automation implementation plans.

In lockstep with digitization trend and strategy, ABeam Consulting offers our global and centralized service desk as an essential foundational and integrated services to long-term digital transformation roadmap implementations. We seek to grow symbiotically with our clients’ IT growth plans and deployments to deliver best in class services. Our collaborative partnership with local and global clients have seen benefits in the enablement of service management, convergent support engagement, establishment of structured service deliveries, and fulfillment of first-contact and tier one resolutions.

ABeam Consulting offers more than a major shift in IT cost ownership as we help take over various task loads such as talent shortages, and operational tasks and long hours service coverage away from the hands of our clients. Operating from a centralized location with a non-stop coverage global outfit, ABeam Consulting offers a continuous single contact point for all first line IT support communications and contacts ensuring consistency and standardization across separate business entities or line of business. Leveraging from our extensive implementations across different corporate cultures, ABeam Global Service workforce is adaptive, flexible and competent amid constantly operating in a challenging environment.

We define our partnership mandate as creation of operations and cost benefits to our clients on many fronts - economy of scale, scalability in manpower management, optimization of IT costs, continuous improvement on services, processes and operations, and reduction in IT-related incidences.

We operate 24 hours and 365 days offerring single as well as hotline contact with the aid of digital facilities to cater to IT-related support needs ranging from service request, maintenance request, incident fixes, escalation route, reporting to critical contact point in English, Japanese and other languages if required. Our global service desk, within the Information Technology Infrastructure Library (ITIL) framework, is manned by certified analysts, combining RPA in the path of digital transformation to deliver synergistic results.

Our core strengths are handling level 1 and 2, combined with preventive, proactive and task-driven services with guide and “scripts” for server operations, desktop apps, business enterprise apps, portal monitoring, IT tools and accelerators covering on-premise and/or cloud applications and operations.

The following approach to promote continuous improvement and increase the value for IT department in collaboration with Global Service Desk.