Service Desk / Help Desk

Solutions for customer or user support, internal or external, that have problems in the management of products or services

According to ITIL, the definition of a Service Desk is – a communication center that provides a single point of contact between users and IT Service Management. Tasks include handling incidents and requests, and providing an interface for other ITIL processes. The primary functions of the Service Desk are incident control, life cycle management of all service requests, and communicating with the customer. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner

C.H. Ostfeld has a distribution agreement with BMC Software for Footprints, Track-it! and RemedyForce and with ITRP. The staff dedicated to technical support are certified by BMC Software, VMware and AirWatch Wandera. They also passed the ITIL V3 certification.
C.H. Ostfeld offer to interested companies and organizations, a complete service for the fullfilment of an Help Desk and Service solution.

The solutions provided are:

Track-it!
Footprints Service Core
RemedyForce
4me

4me

4me is the first enterprise service management application specifically built to support the Service Integration and Management (SIAM) approach. 4me, Inc. is based in Palo Alto, California.

4me is an enterprise-class IT service management application built specifically for multinational organizations

4me is a premium IT service management application service. It is the only ITSM solution that tracks both end-to-end SLAs and the SLAs with external service providers.
4me also offers the most intuitive user interface of any enterprise-class ITSM application and delivers the fastest response times for organizations that operate globally.

Supported processes:

Service Portfolio & Catalogue Management
Service Level Management
Service Asset & Configuration Management
Request & Incident Management
Problem Management
Change Management
Release & Deployment Management

Our mission

We provide organizations with an IT service management service that:

is fast and easy to use so that it improves the productivity of the support specialists
provides IT managers the information they need to constantly optimize the allocation of resources
improves the success of outsourcing relations by independently tracking outsourcer performance and allowing seamless collaboration between outsourcers and their customers

Our beliefs

By delivering on our mission, we allow IT service providers to focus more on the needs of their customers. This makes businesses more productive, which is ultimately what raises the standard of living for mankind.

Our core values

First-class IT service management capabilities should be affordable for all organizations with mature requirements, regardless of their size.
We love our customers and love making your job easier. Part of that means making sure you are always free, both financially and technically, to take your business and your data elsewhere.