Cost-conscious businesses that find their IT departments overwhelmed with technology issues might turn to IT services provider CMIT Solutions, which announced the launch of its co-managed service desk.
Information technology professional services and products supplier CMIT
Solutions announced the launch of what the company claims is the world's first
co-managed service desk, the CMIT Service Center, a simple Web interface for
submitting issues and tracking progress.
The company argues it can help those SMBs (small to medium-size businesses)
that constantly struggle to identify, report and fix technology-related
Center's most distinguishing
feature is its direct link to CMIT Solutions' technicians. When an issue
arises, information is routed directly to CMIT Solutions. The company said this
transfer of information fosters business continuity as data related to the
technology problem is shared between internal and external IT support.
Individual tickets can be automatically routed using the built-in workflow
automation engine or manually escalated. In addition, a Web-based employee
access portal gives SMB employees the ability to submit and track service
"As head counts shrink and budgets tighten, America's
business owners want to squeeze every last drop of efficiency out of their
technology systems," said CMIT's President and CEO
Jeff Connally. "We designed CMIT
to meet the needs of today's SMB owners. When technology issues arise, they
want to minimize downtime and streamline the reporting and repair
Additionally, the company's service center offers a built-in knowledge base
consisting of individual articles designed to help small business owners and
their staff resolve common IT issues with greater speed. "Every aspect of CMIT
is designed to help lower the overall cost of technology," said Connally.
"The knowledge base is for quick and easy-to-solve problems, and the
'ticketing' system minimizes downtime and unneeded service calls."
CMIT Vice President of Product Strategy Melanie Fricke said more often than
not IT departments deal with problems on a first-come, first-served basis-or
according to the "squeaky wheel" principle, where whoever yells the loudest
gets the most attention. "What you need is a way to prioritize tasks, also
known as 'tickets,' and coordinate schedules so that technicians, non-technical
employees and management all have a clear picture of who's working on what,"
The co-managed service desk is the latest offering from CMIT, which also
provides small business owners with a host of other service packages, including
CMIT Marathon, which monitors networks and servers and provides remote access
and support and telephone help desk services for end users; CMIT Guardian, a
flat-rate IT disaster recovery and data protection plan that safeguards
computer files; and CMIT Anti-Spam, which protects SMBs against spam, viruses
and phishing exploits outside the company network.