If you encounter any issues while using your systems, you want to be able to switch quickly and have direct contact with people who know what they are talking about. That is why we at Gemba have a skilled service desk: a department with well-trained full-time employees who answer your questions independently. If a question requires further investigation, for example, because various aspects may play a role, our service desk staff will forward this question to a colleague with the appropriate expertise. However, they will remain your single point of contact.

Our service desk operates based on the well-known ITIL best practices for ICT service management, and the employees are ITIL-certified. This is therefore a guarantee of quality for you.

You can currently reach the Gemba Servicedesk by telephone or e-mail. A self-service portal will be added later; you can read more about it below. Your notification is immediately recorded in our service management system in IBM Control Desk and assigned to one of our service desk employees. After that, the fixed contact person of your company receives a confirmation e-mail with a summary of the question and a notification number. This number is in the subject of the e-mail and is recognized in all subsequent e-mails. This way, these messages automatically end up in the correct service file. The system also directly links your notification to the SLA that applies to your company.

In the course of this year, we will expand the services of our skilled service desk with a self-service portal. In addition to calling or e-mailing, you can then place notifications directly in the portal. You can also follow the progress of the handling in the self-service portal and view the history of notifications online. The second step will be adding your SLA and reports to the portal. This gives you insight into your notifications, how they were resolved and what the turnaround time was. This also helps you to reapply previous solutions and prevent frequently recurring issues with the right measures.

The Gemba Servicedesk also works proactively. For example, if there are patches or fixes for IBM Maximo, it is checked which customers this is relevant for. Is this the case at your organization? Then our service desk staff will contact you with the advice to install the fix or patch. With security in mind, this is of course very important.

Do you purchase managed services from us? Then a monitoring system checks every fifteen minutes to see if there is a disruption. The Gemba Servicedesk automatically receives a notification of this and takes action before you are inconvenienced. For example, your disk space is also monitored. With an all-in package, we automatically add space if it threatens to fill up. If you purchase a certain capacity, we will contact you about what needs to be done. In this way, we ensure in all kinds of ways that your asset management, IoT and other systems continue to run smoothly.