Devis has a long history of providing help desk support to mission critical applications on a global scale. Our Tier 2 and Tier 3 service desk support systems are currently supporting staff operating in more than 80 countries, in nearly every federal agency, and almost all involve the full vertical spectrum of users from clerks to Congress. Our Service Desk experience includes supporting high-profile, global, 24/7 clients such as the U.S. Agency for International Development, the Departments of State, Labor, Justice, and the GSA.
Among many other IT management disciplines, the Information Technology Infrastructure Library (ITIL) defines a framework to continuously monitor and improve service provision. Devis implements the practices of the ITIL Service Support discipline.
The Service Desk (or Solution Center) is the primary point of contact for customers who have difficulties accomplishing a task, need updates, and who wish to request changes. Under the ITIL rubric, the Solutions Center functions to manage the lifecycle of service requests and to facilitate communication with users.
Currently, Devis manages the Solution Center for USAID's Global Acquisition and Assistance System (GLAAS). GLAAS is built on PRISM, and supports USAID's acquisition and assistance lifecycle. Our staff is experienced with PRISM and is responsible for supporting a global network of users on broad range of complex issues, ultimately ensuring that USAID staff is able to conduct business every day, around the world.
Devis service desk staff have a culture of improving the end-user experience. Staff proactively look for patterns of problems and suggest solutions to help alleviate those issues; solution center staff collaborate with other disciplines to create job aids and quick reference guides that support users through complex or error-prone tasks. Service desk staff also review requirements and training material to ensure the proposed solutions meet real-world needs.