VADS rolls out cloud-based managed service desk offering
By Digital News Asia January 7, 2014
- Host your service desk on the cloud while adhering to ITIL best practices
- Already available for subscription, via two delivery models
VADS Berhad has launched the VADS Managed Service Desk (MSD) solution, a service desk management platform hosted on the cloud.
VADS, a Telekom Malaysia Bhd subsidiary that offers managed ICT/ BPO (information and communications technology/ business process outsourcing) services, said it is the ideal solution for medium and large corporations which have been thinking about moving to the cloud to improve their internal service and support operations.
By utilising the best practices of the Information Technology Infrastructure Library (ITIL), VADS MSD aims to integrate, consolidate and standardise all service desk processes, the company said in a statement.
ITIL is a set of practices for IT service management that focuses on aligning IT services with the needs of business.
“Many organisations which run their internal helpdesks are finding it difficult to cope with the rising cost of technology and trying to abide by internal governance and risk management processes, all while managing requests from their internal users,” said VADS chief executive officer Ahmad Azhar Yahya (pic).
“With VADS MSD, all processes can be shifted to the cloud, making it easier to manage technology updates while adhering to ITIL standards. This in turns ensures that all requests from internal users are managed in a timely manner,” he added.
The traditional helpdesk setup has its limitations, including poor service responsiveness, limited integration for point solutions, inconsistent delivery of enduser services and limited process optimisation, VADS said.
VADS MSD enhances and provides end-to-end management of endpoints and assets; enduser requests can be attended to quickly and accurately, the company claimed.
“It is much faster to deploy service desk features [on the cloud], which means organisations can save time and internal resources that can be deployed to core business areas,” said Ahmad Azhar.
VADS MSD, already available for subscription, is offered via two models:
- Build and Transfer – a customised solution which is hosted in the customer’s premise; or
- Hosted Service Desk: Hosted on the VADS Cloud infrastructure, a model offered on a subscription basis, accessible via VADS Service Manager and available in three packages.
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