More financial services firms appear to be going to ITIL (IT Infrastructure Library), if at least one report from a supplier of ITIL-enabled software is any indication. Which means that these companies will need to ensure that their help desk staff are ITIL-trained-and-certified.

SysAid Technologies which makes IT Service Management Software (ITSM) and customer service support software reported that 70 financial institutions had selected SysAid’s (News - Alert) IT helpdesk solution in 2010. SysAid’s new financial customers are of various sizes: among them are Badger Bank, First Financial Federal Credit Union, Hawaii National Bank, Scott Credit Union and Security Service Federal Credit Union.

Based on ITIL best-practice methodology, SysAid IT centralizes user data, service request history, hardware and software inventories into a single user-friendly web interface. Key features include an end-user self service portal, live chat, knowledgebase, SLA/SLM management, manager dashboard, reporting, IT Benchmark, CMDB and change/problem management. The solution is available as SaaS (News - Alert) or in-house delivery models, in Pro and Enterprise editions.

SysAid IT enables IT departments to effectively manage and automate all help desk support processes including service requests, hardware configurations, asset monitoring, software licenses, tasks and projects. The company’s latest release, SysAid 7.5, also includes complementary help desk and asset management applications for the iPhone, BlackBerry and Android (News - Alert).

“Financial institutions are attentive to the fast-paced and ever-changing global business environment and require reliable IT infrastructure and support in order to successfully carry out activities and services,” sayd Israel Lifshitz, founder of SysAid. “The ability to automate and streamline such IT processes offers additional advantages, including helping to reduce overall IT costs and contributing to greater organizational efficiency.”

To equip financial services firms with effective ITIL-based help desk support, the RCCSP Professional Education Alliance offers for their reps and managers comprehensive ITIL training and certification classes, at a wide range of location including virtually.

--Foundation Certification
--Capability: Release, Control, and Validation
--Capability: Operational Support and Analysis
--Capability Training: Planning, Protection and Optimization
--Capability: Service Offerings and Agreements
--Lifecycle: Service Design 
--Lifecycle: Service Operation 
--Lifecycle: Service Strategy 
--Lifecycle: Service Transition 
--Lifecycle: Continual Service Improvement 
--Managing Across the Lifecycle

“Our instructors are experienced IT professionals and hold the ITIL Expert qualification,” says RCCSP Professional education Alliance CEO Nina Kawalek. “Only the finest quality, accredited content is used.”