ITIL/ITSM Service Desk

Cpl’s ITIL/ITSM Service Desk function provides multilingual support for desktop, server and storage customers on a sub-contract basis to major system integrators and technology outsourcers/tier 1 outsourcers. This is done on a price per call or per-case basis.

Information Technology Infrastructure Library (ITIL) is a subset of IT Service Management (ITSM) and carves up the activities within the IT industry into discrete functions. Cpl’s Service Desk offering follows the formal ITIL/ITSM structure.

Cpl Service Desk.

• It is the central point of contact with users/customers
• It acts as a focal point for reporting incidents (disruptions or potential disruptions in service availability or quality)
• It is the focal point for users making service requests (routine requests for services)

The staff used are all permanent employees of Cpl Managed Services. Recruited throughout the EU, they are mostly based in Ireland. These IT workers are native speakers who answer servicedesk calls originating from their home countries, providing a seamless ‘local’ service to the end customer.

Cpl is one of the largest providers of multilingual service-desk services; its 1,000 employees in this area speak 20+ languages and currently handle incidents and service requests on a pan-European basis in 14 languages.