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Methodology, certifications &

best practices.

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A highly qualified help desk staff is capable of operating in a fast-paced environment, which is why
MIL’s help desk technicians study and follow the Information Technology Infrastructure Library
(ITIL) framework and use the latest ITIL methodology and best practices. With ITIL backgrounds,
our service desk leaders focus on continual service improvement to make our service desks better
each day—just one of the reasons we stand out from our industry peers.

MIL has decades of experience designing, establishing, and managing service desks for domestic
and global enterprises across all federal sectors. MIL is a Help Desk Institute (HDI) certified
provider that employs ITIL and product-specific certified technicians to ensure that an agency’s
front line is as effective as possible.

We have provided over 30 years of superior system help desk and related support, including:

» On-site, desk side and virtual training services » Knowledgebase implementations

» Help Desk design » Metric and quality reporting design and automation

» Help Desk implementation » Product specific help desk support

» Remedy, ServiceNow, and Salesforce implementations » Remote access, chat, VOIP, and other collaboration implementations

» Onsite and outsourced Help Desk models » Teams that quickly transition in, ramp up and surge as needed