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A consolidated service desk (CSD) is an effective and integrated technical platform that is capable of executing multiple service desks from one system. It is considered as a single point of contact for end users for providing multiple services, and is also the source for automation in the case of processes involving workflow. It helps in the consolidation of all inter-departmental processes, support groups, suppliers and customers.
Techopedia Explains Consolidated Service Desk
One of the prominent features of consolidated service desks is that they enable customer information and details of various interactions to be shared across the various internal departments. This helps in overall improvement of customer requests and processes involved. A consolidated service desk also helps in bringing flexibility in evaluation and implementation of new business requirements. The management team can be advised on the whole strategy rather than small sections of the business needs.
The primary benefit of a consolidated service desk is in load sharing. Consolidation of processes and resources which are similar in nature is possible through the use of a consolidated service desk, which in turn helps in improved customer service and response times, along with lowering of staffing costs. Another use of a consolidated service desk is in reduction of the overheads involved in service management systems and processes. Centralized administration is also an added benefit.
A consolidated service desk can help in meeting the challenges of complex changes within an organization. It can help in collaboration of processes and provide clear visibility of all activities.
With strong integration and consolidation of processes, cost reduction is possible, and this helps in speeding the deliveries. The solid, secure and scalable platform also has lower cost of acquisition, and requires less maintenance and support. As it provides server hardware consolidation and integration to other systems and data sources, efficient and central administration of database changes, service packs, etc. can be easily be accomplished.
